1 research outputs found
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