Ranking Service Quality using multi-criteria decision-making methods: Example of Erzurum province

Çağlar Karamaşa

doi:10.5937/jouproman2103001k

Abstract

In the tourism sector, where competition conditions are getting stiffer, some of the essential factors to hotels stay operational include the need to achieve a sustainable structure and meet the needs and expectations of customers. One of the ways to ensure that the customer expectations and needs are met at the desired level is through service quality factors which are considered to increase customer satisfaction. This study aims to establish the service quality criteria in three-star hotels in Erzurum and to rank the importance levels of the determined criteria. The SWARA method was used to weight the determined criteria. The results of the SWARA method show that the "Price Availability" was the most important service quality criteria in three-star hotels. This was followed by "Courtesy and Respect Level", "Reliability", "Service and Process Flexibility", "Restaurant Service Quality" and "Cleanliness" respectively. The criteria considered as the least important include "Quality of Housekeeping" and "Front Office Service Quality".

Highlights

In today's information age, price has ceased to be the sole competitive factor and has lost its significance to a large extent
Steps of SWARA method can be summarized as below (Ruzgys et al 2014; Stanujkic et al 2015): a) Ranking criteria: Criteria are sorted in descending order based on their expected significances according to expert opinions
Multi-criteria decision-making methods were used to evaluate the factors to be used in the service quality criteria in three-star hotels in Erzurum

Summary

Introduction

In today's information age, price has ceased to be the sole competitive factor and has lost its significance to a large extent. Quality has come to the fore as the determining factor of the competitive environment. In this way, factors like first-time quality, service quality, customer satisfaction, and organizational performance, which are the basic determinants of price and quality policies have emerged and spread rapidly (Korucuk et al, 2015). Factors like first-time quality, service quality, customer satisfaction, and organizational performance, which are the basic determinants of price and quality policies have emerged and spread rapidly (Korucuk et al, 2015) These concepts hold as much significance in the service sector just as much as they do in the production industry and are a critical component required by all businesses that seek sustainability and continued existence.

Objectives

Methods

Results

Conclusion