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A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry

Author

Listed:
  • Hadi Shirouyehzad
  • F. Hosseinzadeh Lotfi
  • Arash Shahin
  • Mir. B. Aryanezhad
  • Reza Dabestani

Abstract

During the last two decades, the subject of service quality has been widely recognised due to its vital contribution to customer satisfaction improvement. Service quality is also crucial in hospitality industry since hotels can improve their market share and profitability with appropriate quality of services. Respectively, it seems important to measure delivered services quality based on customer's point of view. In this paper, data envelopment analysis has been applied to identify the most critical service quality dimensions, based on the difference between customer's perceptions and expectations. The case study includes three four-star hotels in Isfahan. The findings imply that price, reliability and tangibles are the most important service quality dimensions.

Suggested Citation

  • Hadi Shirouyehzad & F. Hosseinzadeh Lotfi & Arash Shahin & Mir. B. Aryanezhad & Reza Dabestani, 2012. "A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 12(3), pages 289-308.
    • Handle: RePEc:ids:ijsoma:v:12:y:2012:i:3:p:289-308
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    Citations

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    Cited by:

    1. Han-Shen Chen & Bi-Kun Tsai & Gwo-Bao Liou & Chi-Ming Hsieh, 2018. "Efficiency Assessment of Inbound Tourist Service Using Data Envelopment Analysis," Sustainability, MDPI, vol. 10(6), pages 1-14, June.
    2. Dr.Nirmala J & Mr Abishek D M, 2022. "Qualitative Analysis of Business Service Gap in the Precinct of Hotel Industries," Post-Print hal-03704676, HAL.
    3. Alaa Alden Al Mohamed & Sobhi Al Mohamed, 2023. "Application of fuzzy group decision-making selecting green supplier: a case study of the manufacture of natural laurel soap," Future Business Journal, Springer, vol. 9(1), pages 1-20, December.

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