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Application of the Fuzzy Logic Tool to Evaluate Customer Satisfaction in Hotels

Author

Listed:
  • Reyner Perez Campdesuner

    (Faculty of Administrative Science, Universidad Tecnologica Equinoccial, Ecuador)

  • Gelmar Garcia-Vidal

    (Faculty of Administrative Science, Universidad Tecnologica Equinoccial, Ecuador)

  • Rodobaldo Martinez-Vivar

    (Faculty of Administrative Science, Universidad Tecnologica Equinoccial, Ecuador)

  • Alexander Sanchez-Rodriguez

    (Faculty of Administrative Science, Universidad Tecnologica Equinoccial, Ecuador)

Abstract

Tourism organizations have the challenge of facing a highly competitive environment which leads to actions that guarantee the quality of their services. Hence the need for this research that aims to design and apply a methodology to assess the satisfaction of tourists in a hotel organization according to the imprecise nature of this object of measurement, by using the postulates of fuzzy logic. The use of this tool in the measurement processes for these purposes is considered the main contribution of this research. The proposed methodology was successfully implemented in a tourist destination, leading to a greater validity of the measurements related to the satisfaction of its customer.

Suggested Citation

  • Reyner Perez Campdesuner & Gelmar Garcia-Vidal & Rodobaldo Martinez-Vivar & Alexander Sanchez-Rodriguez, 2018. "Application of the Fuzzy Logic Tool to Evaluate Customer Satisfaction in Hotels," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 3(2), pages 24-29, January.
    • Handle: RePEc:mgs:jibrme:v:3:y:2018:i:2:p:24-29
    DOI: 10.18775/jibrm.1849-8558.2015.32.3004
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    More about this item

    Keywords

    Customer satisfaction; Fuzzy logic; Hotels;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General

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