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首页> 外文期刊>International journal of productivity and quality management >An AHP/DEA ranking method based on service quality approach: a case study in hotel industry
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An AHP/DEA ranking method based on service quality approach: a case study in hotel industry

机译：基于服务质量方法的AHP / DEA排序方法：酒店业案例研究

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摘要

For appropriate decision making in organisations, it is particularly important to identify strengths and weakness of the organisations and also their status versus other organisations. Understanding one's status in comparison with others can be effective and may lead to decision-making improvement. There are a number of criteria for evaluating, ranking and analysing efficiency of organisations. One of the most important approaches in service organisations is service quality, which evaluates the customer satisfaction from delivered services. In this paper, an integrated method based on AI IP and DEA is presented to rank service units considering service quality dimensions. proposed DEA model includes five service quality gaps as inputs and customers' perceptions as single output. A pair-wise comparisons questionnaire-is filled by experts to determine the weights of inputs criteria. Finally, hotels' ranking are determined based on the proposed integrated AHP/DEA model and service quality approach.
机译：对于组织中适当的决策，确定组织的优势和劣势以及它们相对于其他组织的地位尤为重要。与他人相比，了解自己的状况可能会有效，并且可能会改善决策。有许多用于评估，排名和分析组织效率的标准。服务质量中最重要的方法之一就是服务质量，它可以评估交付的服务对客户的满意度。本文提出了一种基于AI IP和DEA的集成方法，对考虑服务质量维度的服务单元进行排名。建议的DEA模型包括五个服务质量差距作为输入，而客户的感知则作为单个输出。专家填写两两比较调查表以确定投入标准的权重。最后，根据建议的AHP / DEA集成模型和服务质量方法确定酒店的排名。

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