• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>International Journal of Services and Operations Management >Performance evaluation of hotels by data envelopment analysis based on customers' perception and gap analysis
【24h】

Performance evaluation of hotels by data envelopment analysis based on customers' perception and gap analysis

机译：基于顾客感知和差距分析的数据包络分析对酒店的绩效评价

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

The aim of this paper is to evaluate three, four and five-star hotels and to identify the most critical service quality dimensions in these hotels. This study applies the principle behind the SERVQUAL and performance methods to measure service quality of hotels. Yet, data envelopment analysis approach is exploited to evaluate the efficiency of hotels. Through identification of five SQDs and use of five-point Likert scale, two questionnaires containing 22 items were developed. The former questionnaire measure customers' expectations while the latter one measures customers' perceptions form delivered services. The sample of respondents includes 45 customers which were taken from each hotel separately. The sample of respondents includes 45 customers in each hotel. Finally, a sensitivity analysis method in DEA approach and Norm-2 method is applied to address the most important service quality dimensions. The results reveal that empathy and responsiveness are the most critical factors. Four hotels were also identified efficient. However, all efficient hotels do not have necessarily the best customers' perceptions or the lowest service quality gaps.
机译：本文旨在评估三星级，四星级和五星级酒店，并确定这些酒店中最关键的服务质量维度。本研究运用SERVQUAL背后的原理和绩效方法来衡量酒店的服务质量。然而，数据包络分析方法被用来评估酒店的效率。通过确定五个SQD和使用五点李克特量表，开发了两个包含22个项目的问卷。前者用来衡量客户的期望，而后者用来衡量客户对交付服务的看法。受访者样本包括45个分别来自每个酒店的顾客。受访者样本包括每家酒店中的45位顾客。最后，采用DEA方法和Norm-2方法的敏感性分析方法来解决最重要的服务质量维度。结果表明，同理心和响应能力是最关键的因素。还确定了四家酒店的效率。但是，所有高效率的酒店不一定都具有最佳的客户感知或最低的服务质量差距。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号