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2021, vol. 9, br. 3-4, str. 1-12
Ranking Service Quality using multi-criteria decision-making methods: Example of Erzurum province
(naslov ne postoji na srpskom)
Anadolu University, Faculty of Business, Department of Business Administration, Yunusemre Campus, Tepebaşı, Eskişehir, Turkey

e-adresackaramasa@anadolu.edu.tr
Ključne reči: Tourism; Hotels; Service Quality; SWARA Method
Sažetak
(ne postoji na srpskom)
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".
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/jouproman2103001K
primljen: 08.08.2021.
prihvaćen: 23.08.2021.
objavljen onlajn: 07.09.2021.
objavljen u SCIndeksu: 30.12.2021.
metod recenzije: dvostruko anoniman
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