Using Statistical Data and Signed Distance of Fuzzy Aggregate Evaluation Method on Application of Measuring Service Quality of Hotel
學年 94
學期 1
出版（發表）日期 2005-09-01
作品名稱 Using Statistical Data and Signed Distance of Fuzzy Aggregate Evaluation Method on Application of Measuring Service Quality of Hotel
作品名稱（其他語言）
著者 Huang, Tien-tsai; Huang, Wen-tao
單位 淡江大學經營決策學系
出版者 Taipei : Graduate Institute of Management Science, Tamkang University
著錄名稱、卷期、頁數 International Journal of Information and Management Sciences 16(3), pp.17-35
摘要 In Taiwan nowadays, many service industry sectors face intense competition and diverse customer demands, the hospitality industry has certainly not been exempted. Therefore, how to increase the competitive advantage through high service quality becomes the crucial factor in hotel industrial survival and development. Recently, many literatures focus on evaluation of service quality on hotel industry and they use statistical method to analyse the data of questionnaire with sampling. The statistical method can reveal the mean of satisfactory level of each evaluation factor, and it also shows the priority factors of the service quality for improvement. However, the satisfactory level of evaluation dimension and aggregate evaluation results can't be achieved by using statistical method. In order to obtain the aggregate evaluation results based on statistical data, we develop a two-stage fuzzy aggregate evaluation model as a tool for the study of service quality of hotel industry. In summary, this paper provides a useful evaluation method for assessing the service quality of hotel industry.
關鍵字 Two-stage fuzzy aggregate evaluation; Service quality; Signed distance; Hotel industry
語言 en
ISSN 1017-1819
期刊性質 國內
收錄於 EI
產學合作
通訊作者
審稿制度
國別 TWN
公開徵稿
出版型式 紙本
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