Using fuzzy DEMATEL to develop a causal and effect model of hot spring service quality expectation

Author

Chen, C.C. ; Tseng, M.L. ; Lin, Y.H.

Author_Institution

Dept. of Finance, Ming-Dao Univ., Taiwan

fYear

2008

fDate

8-11 Dec. 2008

Firstpage

1004

Lastpage

1008

Abstract

The evaluation service quality expectation criteria are usually evaluated in subjective and qualitative in nature described in linguistic information, it is very difficult for the customer to express the preferences using exact numerical values. This research applies a fuzzy DEMATEL method in linguistic information for group decision-making to gather group ideas and analyze the cause-effect relationship of complex social science problems in fuzzy environments. The detailed of the fuzzy DEMATEL in linguistic information procedures are presented. An empirical study with 265 respondents applies the fuzzy DEMATEL in linguistic information method to the evaluation of a hot spring hotel service quality perception in Taiwan. The results are discussed.

Keywords

customer satisfaction; decision making; fuzzy logic; hotel industry; cause-effect relationship; fuzzy DEMATEL; group decision-making; hot spring hotel; hot spring service quality expectation; linguistic information; Decision making; Finance; Fuzzy logic; Guidelines; Humans; Laboratories; Quality assessment; Quality management; Springs; Uncertainty; DEMATEL; fuzzy logic; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Industrial Engineering and Engineering Management, 2008. IEEM 2008. IEEE International Conference on

Conference_Location

Singapore

Print_ISBN

978-1-4244-2629-4

Electronic_ISBN

978-1-4244-2630-0

Type

conf

DOI

10.1109/IEEM.2008.4738021

Filename

4738021