Abstract
In the highly competitive hotel industry, delivering excellent service is a critical factor for acquiring loyal customers and maintaining consumer satisfaction. To achieve this goal, hotel managers must understand the complex relationships among various service quality attributes and prioritize them based on their relative importance to customers. This research paper proposes the use of the Analytic Hierarchy Process (AHP) as a powerful decision-making method for evaluating hotel service quality. The AHP is a structured approach to decision-making that allows decision-makers to break down complex problems into simpler components, compare them in pairwise fashion, and derive priority weights for each component. This paper presents a case study of the application of the AHP in a luxury hotel. The study involved collecting data from 150 hotel guests through a questionnaire survey and applying the AHP to analyse the data.
Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
