IDEAS home Printed from https://ideas.repec.org/a/ids/ijbsre/v13y2019i3p275-296.html
   My bibliography  Save this article

Assessing service quality using fuzzy numbers and TOPSIS: an application to self-contained and serviced apartments

Author

Listed:
  • Juan Carlos Martín
  • Cira Mendoza
  • Concepción Román

Abstract

This research paper proposes a methodological framework to assess the service quality (SQ) of self-contained and serviced apartments (SCSAs). The study is based on 2,753 surveys administered in a SCSA resort located in the south of Gran Canaria Island. SQ is based on a questionnaire that contains a list of 48 attributes. The answers' format is based on a four-facial expressions scale that cannot be easily transformed in a numeric scale. Thus, the ambiguity and possible biased analysis has partly overcome applying the fundaments of the fuzzy set theory. TOPSIS approach is then employed to obtain a synthetic SQ indicator. Finally, an observation-attribute relative performance analysis is developed to identify the operational areas that need improvement or can keep up the good work. The findings of this study may assist managers and policy planners with important insights about the attributes that tourists value more.

Suggested Citation

  • Juan Carlos Martín & Cira Mendoza & Concepción Román, 2019. "Assessing service quality using fuzzy numbers and TOPSIS: an application to self-contained and serviced apartments," International Journal of Business and Systems Research, Inderscience Enterprises Ltd, vol. 13(3), pages 275-296.
    • Handle: RePEc:ids:ijbsre:v:13:y:2019:i:3:p:275-296
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=100373
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbsre:v:13:y:2019:i:3:p:275-296. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=206 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.