МОДИФИКОВАЊЕ ВИШЕКРИТЕРИЈУМСКИХ МЕТОДА У ЦИЉУ УНАПРЕЂЕЊА КВАЛИТЕТА УСЛУГА
DOI:
https://doi.org/10.22190/TEME180918038PKljučne reči:
хотел, очекивање, перцепција, квалитет услуга, модификована методаApstrakt
Развој нових метода и модификовање постојећих у циљу унапређења мерења квалитета услуга је основни предуслов за успешно пословање хотела, као и за њихов опстанак на глобалном тржишту. Главни циљ рада је модификација ENTROPY и VIKOR методе ради поједностављења мерења квалитета услуга. Имајући у виду различита очекивања гостију у зависности од тога да ли посећују хотеле у градовима, на планинама или бањама, извршена је модификација ENTROPY методе са циљем израчунавања тежинских коефицијената за сваки критеријум сваке алтернативе, тј. одређивање тежинских коефицијената за сваку димензију квалитета услуга, појединачно за хотеле у градовима, хотеле на планинама и хотеле у бањама. На основу тежинских коефицијената и модификоване VIKOR методе, рангирање хотела извршено је полазећи од квалитета услуга. Модификоване вишекритеријумске методе обезбеђују адекватне информације менаџерима хотела у којој мери пружене услуге одговарају очекивањима њихових гостију, као и информације о квалитету услуга које нуде њихови конкуренти.
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