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Application of multiple criteria decision making techniques in tourism and hospitality industry: a systematic review

Mardani, Abbas and Jusoh, Ahmad and Zavadskas, Edmundas Kazimieras and Kazemilari, Mansooreh and Ungku Ahmad, Ungku Norulkamar and Khalifah, Zainab (2016) Application of multiple criteria decision making techniques in tourism and hospitality industry: a systematic review. Transformations in Business & Economics, 15 (1). pp. 192-213.

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Official URL: http://dx.doi.org/10.3846/16111699.2015.1095233

Abstract

The main purpose of this paper is to present a systematic review of multiple- criteria decision-making (MCDM) techniques used in the assessment of service quality. This study reviewed a total of 79 articles from 51 journals, published from 2001 to 2015. Articles were classified into 10 application areas and scopes. Furthermore, articles were categorised based on an author, year, application area, the nationality of the author, ‏technique, a number of criteria, research purpose, gap and research problem, results and outcome. The best criteria were determined in each article. The results of this study re- vealed that more papers on MCDM were published in 2011 than in any other year. Integrated techniques, analytic hierarchy process (AHP) and fuzzy AHP methods, were ranked as first and second methods in use, respectively. Finally, the airline industry was ranked as the first application area, in which previous studies applied MCDM techniques for the evaluation of the service quality. This research contributes to the existing literature on the service quality and MCDM. The research outputs are valuable to academics scholars and leaders of organisations and industries in the field of service quality evaluation.

Item Type:Article
Subjects:H Social Sciences > HD Industries. Land use. Labor
Divisions:Management
ID Code:68861
Deposited By: Haliza Zainal
Deposited On:13 Nov 2017 08:32
Last Modified:20 Nov 2017 16:52

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