Quality assessment of service by fuzzy multiple criteria decision making (MCDM)

Abstract

Considering that, service quality is an abstract and elusive construct because of three characteristics of services: intangibility, heterogeneity, and inseparability of production and consumption. In that way, we define service quality as perceived by the customer. In this context, study aimed to assess the services quality in large hotel located in Santa Catarina – Brazil, with participation of 187 guests. We used the Servqual method to collect data on a questionnaire based dimensions of quality. To calculate the expected weights and perception was used Fuzzy AHP (Analytic Hierarchy Process – FAHP). As a result, these aspects are presented where the expectation of the guests regarding the service is greater than that found reality, allowing thus the company strategically align its future investments.