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首页> 外文期刊>Mathematical Problems in Engineering >Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition
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Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition

机译：模糊条件下结合DEMATEL，ANP和SERVQUAL模型对德黑兰酒店绩效评估措施的排名

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摘要

An effective hybrid model has been proposed by combining ANP, SERVQUAL, and DEMATEL techniques. This model aims to meet different purposes of the hotels and diverse needs of customers at different stages, that is, reservation, reception, accommodation, catering, and check-out. High quality services are ensured when customer expectations have been provided at the expectation level of the customers or beyond that. SERVQUAL model is used to assess the performance of the organizations in terms of five dimensions: responsiveness, empathy, reliability, assurance, and tangibles. Super matrix calculations and pair comparisons required in ANP model have been carried out using DEMATEL model in order to measure the influence of performance assessment measures on each other. In this paper, SERVQUAL model parameters have been considered as the expectations of the hotel clients. Then these customer expectations have been analyzed using DEMATEL model and finally have been ranked using ANP model. Parameters of SERVQUAL model are comprised of verbal and vague criteria in terms of the responses provided by the organizations and customers. This has led to fuzzy conditions in this research. The hybrid model provided better results compared with each individual model, in terms of meeting customer satisfaction and the organization's objectives.
机译：通过结合ANP，SERVQUAL和DEMATEL技术，提出了一种有效的混合模型。该模型旨在满足酒店的不同目的以及客户在不同阶段（即预订，接待，住宿，餐饮和退房）的各种需求。当以客户的期望水平或更高的期望水平提供客户期望时，可以确保高质量的服务。 SERVQUAL模型用于从五个方面评估组织的绩效：响应能力，同理心，可靠性，保证和有形。为了测量性能评估方法之间的影响，已经使用DEMATEL模型进行了ANP模型中所需的超级矩阵计算和对比较。在本文中，SERVQUAL模型参数已被视为酒店客户的期望。然后，使用DEMATEL模型分析了这些客户期望，最后使用ANP模型对其进行了排名。就组织和客户提供的响应而言，SERVQUAL模型的参数由口头和含糊的标准组成。这导致了本研究中的模糊条件。在满足客户满意度和组织目标方面，混合模型提供了比每个单独模型更好的结果。

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