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

Abstract

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