Z-Numbers-Based Approach to Hotel Service Quality Assessment

In this study, we are analyzing the possibility of using Z-numbers for measuring the service quality and decision-making for quality improvement in the hotel industry. Techniques used for these purposes are based on consumer evalu- ations - expectations and perceptions. As a rule, these evaluations are expressed in crisp numbers (Likert scale) or fuzzy estimates. However, descriptions of the respondent opinions based on crisp or fuzzy numbers formalism not in all cases are relevant. The existing methods do not take into account the degree of con- fidence of respondents in their assessments. A fuzzy approach better describes the uncertainties associated with human perceptions and expectations. Linguis- tic values are more acceptable than crisp numbers. To consider the subjective natures of both service quality estimates and confidence degree in them, the two- component Z-numbers Z = (A, B) were used. Z-numbers express more adequately the opinion of consumers. The proposed and computationally efficient approach (Z-SERVQUAL, Z-IPA) allows to determine the quality of services and iden- tify the factors that required improvement and the areas for further development. The suggested method was applied to evaluate the service quality in small and medium-sized hotels in Turkey and Azerbaijan, illustrated by the example

Theoretical Approaches in Non-Linear Dynamical Systems

From Preface: The 15th International Conference „Dynamical Systems - Theory and Applications” (DSTA 2019, 2-5 December, 2019, Lodz, Poland) gathered a numerous group of outstanding scientists and engineers who deal with widely understood problems of theoretical and applied dynamics. Organization of the conference would not have been possible without great effort of the staff of the Department of Automation, Biomechanics and Mechatronics of the Lodz University of Technology. The patronage over the conference has been taken by the Committee of Mechanics of the Polish Academy of Sciences and Ministry of Science and Higher Education of Poland. It is a great pleasure that our event was attended by over 180 researchers from 35 countries all over the world, who decided to share the results of their research and experience in different fields related to dynamical systems. This year, the DSTA Conference Proceedings were split into two volumes entitled „Theoretical Approaches in Non-Linear Dynamical Systems” and „Applicable Solutions in Non-Linear Dynamical Systems”. In addition, DSTA 2019 resulted in three volumes of Springer Proceedings in Mathematics and Statistics entitled „Control and Stability of Dynamical Systems”, „Mathematical and Numerical Approaches in Dynamical Systems” and „Dynamical Systems in Mechatronics and Life Sciences”. Also, many outstanding papers will be recommended to special issues of renowned scientific journals.Cover design: Kaźmierczak, MarekTechnical editor: Kaźmierczak, Mare