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Service Quality Evaluation of Restaurants Using The Ahp And Topsis Method

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  • Salih YILDIZ
  • Emel YILDIZ

    (Gümüþhane University, Turkey.)

Abstract

The purpose of this study is to determine the factors affecting service quality at restaurants that operate in the service industry. Three restaurants operating in Trabzon were analyzed in terms of the quality of service they provided. In the study, the simple sampling random method was applied to 300 face-to-face interviews in which 30 surveys were deemed invalid and thus eliminated, resulting in a total of 270 surveys being evaluated. The Analytical Hierarchy Process (AHP) method was used to determine the dimensions of service quality. Subsequently, the service performance of the three restaurants were evaluated using the Topsis method (Technique for Order Preference by Similarity to Ideal Solution) and the best restaurant alternative was ultimately identified. When decision matrix and evaluating the ranking results restaurant A is found 0,0019, restaurant B is 0,0017, restaurant C is 0,0018. When these results are considered in terms of service quality, it can be observed that “A” is the most preferred restaurant by customers in terms of service performance. But the other two restaurants are so closed to “A” restaurant. This result, according to the criteria specified, may be indicative of restaurants operating in Trabzon are offering similar level of service to their customers. This study is limited to only restaurants in food-sector and only in Trabzon. Therefore, not presented any information about the validity of the results for different sectors. Future researches needs to be extended to other restaurants. Researchers also can use another multi-criteria decision making methods.

Suggested Citation

  • Salih YILDIZ & Emel YILDIZ, 2015. "Service Quality Evaluation of Restaurants Using The Ahp And Topsis Method," Journal of Social and Administrative Sciences, KSP Journals, vol. 2(2), pages 53-61, June.
    • Handle: RePEc:ksp:journ4:v:2:y:2015:i:2:p:53-61
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    References listed on IDEAS

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    1. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
    2. Cheng-Min Feng & Rong-Tsu Wang, 2001. "Considering the financial ratios on the performance evaluation of highway bus industry," Transport Reviews, Taylor & Francis Journals, vol. 21(4), pages 449-467, January.
    3. Feng, Cheng-Min & Wang, Rong-Tsu, 2000. "Performance evaluation for airlines including the consideration of financial ratios," Journal of Air Transport Management, Elsevier, vol. 6(3), pages 133-142.
    4. Suzana Markovic & Sanja Raspor, 2010. "Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry," Management, University of Primorska, Faculty of Management Koper, vol. 5(3), pages 195-209.
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    Citations

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    Cited by:

    1. Kuo yi-pin & Chun-Chu Liu, 2020. "Using Stochastic Multi Criteria Decision Making Technology to Evaluate Service Quality of Restaurant," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 10(2), pages 1-4.
    2. Dragisa Stanujkic & Darjan Karabasevic & Edmundas Kazimieras Zavadskas & Florentin Smarandache & Fausto Cavallaro, 2019. "An approach to determining customer satisfaction in traditional Serbian restaurants," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 6(3), pages 1127-1138, March.
    3. Thi Yen Pham & Gi-Tae Yeo, 2019. "Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective," Sustainability, MDPI, vol. 11(5), pages 1-14, March.
    4. Kyung-Ja Kim & Kanghwa Choi, 2019. "Bridging the Perception Gap between Management and Customers on DINESERV Attributes: The Korean All-You-Can-Eat Buffet," Sustainability, MDPI, vol. 11(19), pages 1-21, September.
    5. Shuyu Dai & Dongxiao Niu, 2017. "Comprehensive Evaluation of the Sustainable Development of Power Grid Enterprises Based on the Model of Fuzzy Group Ideal Point Method and Combination Weighting Method with Improved Group Order Relati," Sustainability, MDPI, vol. 9(10), pages 1-22, October.

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    More about this item

    Keywords

    Service Marketing; Service Quality; AHP and TOPSIS Method; Restaurant Performance; Customer Satisfaction.;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting

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