DINESERV along with fuzzy hierarchical TOPSIS to support the best practices observation and service quality improvement in the restaurant context
| Autor: | Elvira Bellomo, Toni Lupo |
|---|---|
| Přispěvatelé: | lupo toni, Bellomo Elvira |
| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
Service quality
021103 operations research Process management General Computer Science Computer science media_common.quotation_subject Fuzzy set 0211 other engineering and technologies General Engineering Context (language use) TOPSIS 02 engineering and technology Multiple-criteria decision analysis Fuzzy logic Identification (information) 0202 electrical engineering electronic engineering information engineering 020201 artificial intelligence & image processing Quality (business) Restaurant service quality Multi criteria decision analysis DINESERV Hierarchical TOPSIS Fuzzy set theory Settore ING-IND/16 - Tecnologie E Sistemi Di Lavorazione media_common |
| Popis: | The present work proposes a new Multi-Criteria-Decision-Analysis (MCDA)-based approach integrating the DINESERV model along with the hierarchical TOPSIS method as measurement tool for evaluating quality in the restaurant services context. More in detail, on the basis of the DINESERV theoretical framework of the restaurant service quality, hierarchical TOPSIS is applied to compare quality of restaurant services. Actually, due to the prioritization process of hierarchical TOPSIS, investigated services providers are consistently and effectively assessed against criteria and sub-criteria of DINESERV, so allowing the identification of both best practices and weaknesses of delivered services to be addressed. Moreover, the approach also comprises features of the fuzzy set theory to handle the possible vagueness, subjectivity and uncertainty of involved experts in the evaluation process. The developed case study allows to practitioners and researchers to better understand from a practical perspective the proposed approach. In particular, it is considered with reference to the three major restaurants of the University of Palermo, showing the applicability of the approach and that obtained results can constitute a significant driver in pursuing focused service quality improvements in the investigated context. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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