Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty

摘要

This study proposes an evaluation approach on assessing service quality perceptions based on the fuzzy measure and extension of decision-making trial and evaluation laboratory (EDEMATEL). This research comprises the perception of two study groups, namely, customers and employees, which include 22 evaluation criteria assessed by two groups from the top four English hotels in Taiwan. The human perception on service quality usually involves in imprecision and vagueness. The triangular fuzzy numbers presents the vagueness and subjectivity information, and use defuzzification method to handle the vagueness linguistic information into a crisp value. This study applies fuzzy set theory and EDEMATEL method to evaluate the interrelationships of service quality evaluation criteria and to compromise the group perceptions into a cause and effect model in uncertainty. The proposed approach is an effective method for assessing the group perceptions, and it integrates the different perceptions into a compromised cause and effect model of hotel service quality in uncertainty. The managerial implications are discussed.