At present, there are relatively few applications of multimedia data envelopment analysis in this area. As an effective means of performance evaluation and management, multimedia data envelopment analysis has been widely used in various industries, and has produced numerous research results. Under the increasingly complex social and economic environment, it is particularly important to conduct scientific performance evaluation and analysis. However, allĮfficient hotels do not have necessarily the best customers’ perceptions or the Four hotels were also identified efficient. The results reveal that empathy and responsiveness are the
Finally, a sensitivity analysis method in DEAĪpproach and Norm-2 method is applied to address the most important service
The sample of respondents includesĤ5 customers in each hotel. The sample of respondents includes 45 customers which The former questionnaire measure customers’Įxpectations while the latter one measures customers’ perceptions formĭelivered services. Through identification ofįive SQDs and use of five-point Likert scale, two questionnaires containingĢ2 items were developed. Is exploited to evaluate the efficiency of hotels. Study applies the principle behind the SERVQUAL and performance methods The aim of this paper is to evaluate three, four and five-star hotelsĪnd to identify the most critical service quality dimensions in these hotels.