The Linear Assignment Method for Ranking of Organizations with Service Quality Approach: A Case Study of Hotels in City of Isfahan

Authors

1 Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran

2 Department of Industrial and Mechanical Engineering The University of Concordia, Montreal, Quebec, Canada

Abstract

One of the most important issues in modern societies is to provide better services and evaluation of provided services. Service organizations are always looking to increase their level of customer satisfaction. In this context, Service quality and service quality gaps analysis are taken into account. In this paper a method developed for ranking service organization based on the services quality approach and multi attribute decision making tools. In this method, options are organizations and the indicators are service quality gaps. However, other than gaps the perception of service quality is considered as a separate indicator. The weight of indicators are calculated by paired comparisons tools and experts panel results. Linear assignment method is used to rank the options. The developed method is used to rank seven hotels in city of Isfahan. The results show that the implemented method ranked the Abbasi hotel as first and Kosar hotel as last in the ranking.

Keywords


[1] Büyüközkan, G. and Çifçi, G. (2012). “A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry”. Expert Systems with Applications. Vol. 39, No. 3, pp. 2341-2354.

[2] Jamal, A. & Anastasiadou, K. (2009). “Investigating the effects of service quality dimensions and expertise on loyalty”, European Journal of Marketing, Vol. 43, No. 3/4,  pp. 398-420.

[3] Kassim, N. & Abdullah, N. A. (2010). “The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings”, Asia Pacific Journal of Marketing and Logistics, Vol. 22, No. 3, pp. 351-371.

[4] Tsoukatos, E. & Mastrojianni, E. (2010). “Key determinants of service quality in retail banking”, EuroMed Journal of Business, Vol. 5, No. 1, pp. 85-100.

[5] Ganguli, S. & Roy, S. K. (2011). “Generic technology-based service quality dimensions in banking”, International Journal of Bank Marketing, Vol. 29, No. 2, pp. 168-189.

[6] Parasuraman A, Zeithmal V, Berry LL. (1988). “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perception of Service Quality”. Journal of  Retail, Vol. 64, No. 1, pp. 12-40.

[7] Tavakoli, M.M. and Shirouyehzad, H. (2013) ‘Ranking the branches of a private bank through the service quality gap approach and by using multi criteria decision making’, Int. J. Productivity and Quality Management, Vol. 12, No. 3, pp.327–344.

[8] Saaty, T. L., Vargas, L. G., (2006). Decision making with the analytic network process: economic, political, social and technological applications with benefits, opportunities, costs and risks, New York: Springer.

[9] Chow, C. and Luk, P.(2005). “A strategic service quality approach using analytic hierarchy process”, Managing Service Quality, Vol.15 No.3, pp.278 – 289

[10] Tsai, H. (2009) ‘Star-rated hotel productivity in China: a provincial analysis using the DEA cross-efficiency evaluation approach’, Journal of China Tourism Research, Vol. 5, No. 3, pp.243–258.

[11] Shuai, J-J. and Wu, W-W. (2011) ‘Evaluating the influence of e-marketing on hotel performance by DEA and grey entropy’, Expert Systems with Applications, Vol. 38, No. 7, pp.8763–8769.

[12] Neves, J. and Lourenco, S. (2009) ‘Using data envelopment analysis to select strategies that improve the performance of hotel companies’, International Journal of Contemporary Hospitality Management, Vol. 21, No. 6, pp.698–712.

[13] Chou, Ch-Ch., Liu, L-J., Huang, S-F., Yih, J.M. and Han, T.Ch. (2011) ‘An evaluation of airline service quality using the fuzzy weighted SERVQUAL method’, Applied Soft Computing, Vol. 11, No. 2, pp.2117–2128.

[14] Shahin, A. and Dabestani, R. (2010), "Correlation Analysis of Service Quality Gaps in a Four- Star Hotel", International Business Research, Vol.3, No.3, pp. 40-46.

[15] Nejati, M., Nejati,M.,Shafaei,A.(2009), "Rankhng airlines service quality factors usinga fuzzy approach: Study of the Iranian society" International  Journal  of  Quality  & Reliability Management, Vol.26,No. 3, pp. 247-260.

[16] Augustine, M., Jain, R. and Yadav, O.P. (2010). “A fuzzy-AHP-based framework for prioritising benchmarks in the service sector”. Int. J. of Productivity and Quality Management. Vol. 5, No. 4, pp. 452-472.

[17] Reilly J. J, Brown J (2004). Management and control of cost and risk for tunneling and infrastructure projects. Tunneling and Underground Space Technology; 19