AHS ve MAUT Yöntemi ile En İdeal Hizmet Kalitesi Kriterlerine Sahip Olan İşletmenin Belirlenmesi: Ordu İlindeki Oteller Üzerinde Bir Araştırma
Determination of the Establishment with the Most Ideal Service Quality Criteria by AHP and MAUT Method: A Research on Ordu Hotels

Summary/Abstract: Purpose – The purpose of this research is to determine which service quality criteria are important for hotel managers' perceptions and to determine the importance of these criteria for the hotel establishments. In this respect, the research is important that the hotel management could provide information about service quality criteria which are very effective on tourism demand. In addition, the managers will be able to obtain a significant competitive advantage in reducing operational costs and selecting appropriate service quality criteria to the needs and desires of tourists. It is also aimed to contribute to the improvement of the existing service quality criteria in hotel establishments by sharing the results of the research. Design/methodology/approach – Analytical Hierarchy Process (AHP) and MAUT technique were used in the research. These two methods, which are multi-criteria decision-making methods, have been applied both in order to rank the quality of service criteria according to their importance and to determine the hotel service offering the most ideal service quality. The service quality criteria which is more important was determined by taking expert opinions.

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