Abstract
This research paper proposes a methodological framework to assess the service quality (SQ) of self-contained and serviced apartments (SCSAs). The study is based on 2,753 surveys administered in a SCSA resort located in the south of Gran Canaria Island. SQ is based on a questionnaire that contains a list of 48 attributes. The answers' format is based on a four-facial expressions scale that cannot be easily transformed in a numeric scale. Thus, the ambiguity and possible biased analysis has partly overcome applying the fundaments of the fuzzy set theory. TOPSIS approach is then employed to obtain a synthetic SQ indicator. Finally, an observation-attribute relative performance analysis is developed to identify the operational areas that need improvement or can keep up the good work. The findings of this study may assist managers and policy planners with important insights about the attributes that tourists value more.
Sign-in/Register to access full text options 
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 callMore From: International Journal of Business and Systems Research
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
