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2022, vol. 19, br. 1, str. 145-162
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Model odlučivanja pri oceni kvaliteta usluga u hotelijerstvu
Decision-making model for assessing the quality of services in hotels
aUniverzitet odbrane, Vojna akademija, Beograd, Srbija bUniverzitet 'Union - Nikola Tesla', Fakultet za menadžment - FAM, Sremski Karlovci, Srbija cMinistry of Defense, Budget Directorate, Belgrade
e-adresa: ljubomir.dulovic1@gmail.com, milunovic@famns.edu.rs, lukazlopo1979@gmail.com
Sažetak
Težnja za ostvarivanjem komparativnih prednosti u turizmu Republike Srbije povećala je konkurentnost ove grane. Preduzimaju se različite mere u cilju dostizanja očekivanih rezultata. Jedna od mera je i odluka Privedne komore Beograda o izradi kriterijuma za ocenu kvaliteta usluge. Primena višekriteriumskog odlučivanja (analitičko hijerarhijski proces (AHP) i TOPSIS metoda) i njihova informatička podržanost u donošenju odluka za posmatrani problem, znatno olakšava i ubrzava ovaj proces. Primena programa, izrađenog za potrebe rešavanja ovog problema jednostavno daje rešenja nakon unošenja podataka. Cilj ovog rada je da se rešavanjem ovog problema, ukaže na nužnost, pomoć i značaj naučne discipline teorije odlučivanja i sistema za podršku odlučivanju, u svakodnevnom donošenju odluka koje primenjuju pojedinci ili grupe, rešavanjem ovog problema.
Abstract
The aspiration to achieve comparative advantages in the tourism of the Republic of Serbia has increased the competitiveness of this branch.. Various measures in order to achieve the expected results are being undertaken. One of the measures is the decision of the Belgrade Chamber of Commerce on the development of criteria for evaluating the quality of services. Application of multi-criteria decision-making (Analytic hierarchy process (AHP) and Technique for Order Preference by Similarity to Ideal Solution method (TOPSIS)) method and their computer support in making decisions for the given problem greatly simplifies and speeds up the process. The application program, created for the purpose of solving this problem simply provides solutions after entering the data. The aim of this work is to, by solving this problem, point to the necessity, assistance and importance of the scientific discipline of decision-making theory and decision-making support systems in everyday decision-making that are applied by individuals or groups, solving this problem.
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