A fuzzy MCDM model with objective and subjective weights for evaluating service quality in hotel industries

Authors

1 Faculty of Industrial and Mechanical Engineering, Islamic Azad University, P.O. Box 34185-1416, Qazvin Branch, Qazvin, Iran

2 Department of Industrial Management, Allame Tabatabaee University, Tehran, Iran

3 Department of Industrial Engineering, Payame Noor University, Tehran, Iran

4 Department of Industrial Engineering, Khatam University, Tehran, Iran

Abstract

This paper presents a fuzzy multi-criteria decision-making (FMCDM) model by integrating both subjective and
objective weights for ranking and evaluating the service quality in hotels. The objective method selects weights of
criteria through mathematical calculation, while the subjective method uses judgments of decision makers. In this
paper, we use a combination of weights obtained by both approaches in evaluating service quality in hotel industries.
A real case study that considered ranking five hotels is illustrated. Examples are shown to indicate capabilities of the
proposed method.

Keywords