A multicriteria model for evaluation of Brazilian wineries from a tourism destination perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kettrin Farias Bem Maracajá ◽  
Vanessa Batista Schramm ◽  
Fernando Schramm ◽  
Vander Valduga
Keyword(s):  
Service Quality ◽  
Ahp Method ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Wine Tourism ◽  
Public Managers ◽  
Formal Tool ◽  
Multicriteria Model ◽  
Two Phases ◽  
Evaluation Matrix

Purpose This paper aims to propose a multicriteria model for the evaluation of tourist service quality in Brazilian wineries from a tourism perspective. Design/methodology/approach The model is comprising two phases: structure of the problem and application of the method. First, the selection of wineries in a given region, the identification of decision-makers that will perform the evaluation according to a set of 19 criteria based on the Tourqual protocol and the construction of the evaluation matrix in the next phase. Then, the analytic hierarchy process (AHP) method is applied and a rank of wineries is provided. Findings The model is applied to evaluate the seven most important wineries in South Brazil and the results provided by the AHP method, considering the categories of Tourqual protocol, are consistent with the opinion of specialists in wine tourism. Research limitations/implications The model needs to be applied to other case studies to evaluate the consistency of the results and their acceptability by the tourism sector. Practical implications The model has the potential to be applied as a formal tool for evaluation of wineries, support decision-making processes in different wine tourism management structures: private wine and tourism organizations; public managers of tourism activity and managers of governance structures. Originality/value This paper presents a novel AHP-based model for evaluation of service quality in the winery’s tourism domain, an empirical application of the model for evaluation of wineries in one of the most important regions that produce grapes and wine in South America.

The determinants of bank selection criteria of SMEs: a fuzzy analytic hierarchy approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manpreet Kaur ◽  
Sanjay Gupta
Keyword(s):  
Commercial Banks ◽  
Selection Criteria ◽  
Small And Medium Enterprises ◽  
Research Process ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Valid Instrument ◽  
Two Phases ◽  
Quota Sampling ◽  
Medium Enterprises

Purpose Small and medium enterprises (SMEs) have been reported as a credit-constrained sector in the earlier literature. Amidst the available external financing options, SMEs are dependent upon banks for their financial needs, hence they offer an important profitable segment for banks. Commercial banks need to develop effective targeting strategies for this segment and ranking the priorities of SMEs in selecting commercial banks will be of great help to them. The purpose of this paper is to implement a fuzzy analytic hierarchy process (FAHP) multi-criteria decision model for commercial bank’s selection by SMEs. Design/methodology/approach The research process was carried out in two phases. In Phase I, a self-structured scale was developed to measure bank selection criteria of SMEs after an extensive review of the literature of relevant studies on the topic. A sample of 600 SMEs was selected through non-proportionate quota sampling and only 313 valid responses were received. Phase II was conducted to prioritize the extracted factors through FAHP, a multi-criteria decision-making technique. For this purpose, another questionnaire was designed in the form of pair-wise evaluation and the response was taken on the same from those 313 SMEs again. Findings The results showed that SMEs bank selection criteria can be categorized under six heads, namely, bank attributes, accommodation of credit needs (AC), bank personnel, financial factors (FF), service quality (SQ) and business knowledge. The research study produced a reliable and valid instrument for studying the bank selection criteria of SMEs. The results further revealed that AC is the most important factor considered by SMEs followed by FF and SQ. Going further, global weights were also calculated through the FAHP which revealed that the most important consideration (variable) viewed upon by SMEs is willingness to accommodate credit needs followed by flexible collateral requirements and absence of hidden charges. Research limitations/implications The results of the present study offer significant insights as to the factors SMEs consider while making a bank selection decision. It is of utmost importance for banks to identify true determinant factors used by SMEs while making bank choice decisions as they offer ample profit and revenue opportunities to banks. The results of the study provide a practical approach to banks that would help them in framing strategies for SMEs customers. Originality/value This is the first study of its kind which has not only focused on the hierarchy of factors measuring bank selection criteria of SMEs rather on the hierarchy of single variables also through the calculation of global weights. As banks cannot focus on all the dimensions of the criteria, they can focus on the spirit of that particular criteria.

Inspiring winery experiences to benefit destination branding? Insights from wine tourists at Yantai, China

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kyuho Lee ◽  
Stella Kladou ◽  
Ahmet Usakli ◽  
Yunxia Shi
Keyword(s):  
Service Quality ◽  
Brand Equity ◽  
Structural Equation ◽  
Equation Modeling ◽  
Convenience Sample ◽  
Content Type ◽  
Wine Tourism ◽  
Chinese Wine ◽  
Destination Brand ◽  
The Impact

PurposeThe purpose of this study is to explore the impact of service quality on the formation of destination brand equity through customer satisfaction at a winery, from the perspective of Chinese wine tourists.Design/methodology/approachThis study utilized a survey research design. A convenience sample of 311 visitors to a major winery located in Yantai, China, was surveyed, and 265 useable questionnaires were analyzed. To analyze the data, the study used partial least squares structural equation modeling (PLS-SEM).FindingsThe results of the study reveal that service quality at a winery is a significant determinant of winery satisfaction among Chinese wine tourists, which in turn affects the brand equity of a wine tourism destination.Research limitations/implicationsThis study contributes to the growing body of literature focusing on identity-based branding in the context of wine tourism. As such, this study brings together knowledge of a place branding dimension (i.e. destination brand equity), satisfaction and tourism experience at a winery.Practical implicationsThe results suggest that the road to favorable assessments of a wine destination brand (macro level) go through a satisfying experience at a winery (micro level). Therefore, the need to co-create the wine experience through various stakeholders' involvement is crucial for the success of wine tourism.Originality/valueExtant wine studies often highlight western wine tourists' behavior and examine central behavioral constructs such as winery service quality and satisfaction. This study extends previous research by: (1) investigating the issue from Chinese wine tourists' perspective and (2) integrating the destination brand equity of a wine region to current investigations that commonly focus on the service quality of a winery and wine tourists' satisfaction.

Promoting ILL/DD within the Jiangsu Academic Library & Information System in China by small consortia

2015 ◽  
Vol 43 (4) ◽  
pp. 182-188 ◽  
Author(s):  
Qingkui Xi ◽  
Qian Zhang ◽  
Feng Ni ◽  
Guiting Cha ◽  
Ping Bao
Keyword(s):  
Information System ◽  
Service Quality ◽  
Resource Sharing ◽  
Academic Library ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Document Delivery ◽  
Work Effectiveness ◽  
Hierarchy Process

Purpose – This paper aims to describe and analyse the interlibrary loan and document delivery (ILL/DD) in university libraries in Jiangsu Province, China, and to evaluate the service quality of one library as an example of how to improve. Design/methodology/approach – This paper first describes the ILL/DD of the Jiangsu Academic Library & Information System (JALIS). It then provides an analysis of the problems in JALIS ILL/DD and gives some suggestions for improvement. Finally, it evaluates the service quality of one library’s ILL/DD based on the analytic hierarchy process (AHP). Findings – It is found that JALIS ILL/DD can be done better via small consortia and discipline centres, and that AHP can be used to evaluate the service quality of a library’s ILL/DD. Social implications – More patrons can access better service, and the work effectiveness of librarians can be improved. Originality/value – This paper is helpful to librarians interested in ILL/DD or resource sharing in China.

Evaluation of retail service quality using analytic hierarchy process

2014 ◽  
Vol 42 (6) ◽  
pp. 521-541 ◽  
Author(s):  
Madhurima Deb ◽  
Ewuuk Lomo-David
Keyword(s):  
Service Quality ◽  
Analytic Hierarchy Process ◽  
Action Plan ◽  
Sustainable Competitive Advantage ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Customer Preference ◽  
Retail Service ◽  
Retail Service Quality ◽  
Hierarchy Process

Purpose – The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a sustainable competitive advantage. The purpose of this paper is to use a comparative evaluation model to compare retail stores (supermarkets) across several RSQ dimensions, validated and tested RSQ model in the context of Indian supermarkets and explore the existence of RSQ gap by studying the difference between customers’ perception and expectations. Design/methodology/approach – This study deploys AHP in which the decision problem is broken down into hierarchy; thus customer preference involves the structuring of a hierarchy in terms of the overall objective, the selection criteria and the decision alternatives. AHP technique allows pairwise comparisons to be made among the alternatives with respect to the service dimensions. Findings – This study validated the formal RSQ scale developed by Dabholkar et al., (1996) by a modification that led to making it more suitable to the Indian context. Research limitations/implications – This research does not provide guidance on different course of action to be taken. Though this study identifies which service dimensions require improvement, it does not provide guidance on an appropriate action plan to address deficiencies. Practical implications – Prospective and existing retailers can use this instrument effectively to measure the quality of their services as perceived by customers in comparison to their competition. This work will not only help the supermarkets to improve their competitive positioning in the marketplace but will help them to identify areas of services needing improvement on priority basis. Originality/value – Application of AHP to determine the best customer preference is the first ever done in RSQ studies. It does open up another dimension for further studies.

Verifying alternative measures of healthcare service quality

2019 ◽  
Vol 32 (2) ◽  
pp. 516-533 ◽  
Author(s):  
Ingy Shafei ◽  
Jan Walburg ◽  
Ahmed Taher
Keyword(s):  
Service Quality ◽  
Healthcare Service ◽  
Healthcare Providers ◽  
Second Phase ◽  
Reliability Factor ◽  
Content Type ◽  
Patient Loyalty ◽  
Service Areas ◽  
Alternative Measures ◽  
Two Phases

PurposeThe purpose of this paper is to determine the best measure among several alternatives (SERVQUAL, weighted SERVQUAL, SERVPERF, weighted SERVPERF) and develop a scale which healthcare providers can use for measurement of healthcare service quality.Design/methodology/approachThe study involved two phases. The first phase was through a series of in-depth interviews with experts and patients followed by a pilot study. Subsequently, the second phase involved a quantitative phase through surveys with 384 patients. Alternative measures were analyzed using coefficient (Cronbach)α, composite reliability, factor analysis and logistic regression analysis.FindingsFindings confirmed “Weighted SERVPERF” using an interactive methodology as the most appropriate for measurement of healthcare service quality.Originality/valueUsing the model and scale developed, healthcare providers will be able to measure healthcare service quality and identify areas of shortfall and act accordingly to improve delivery through allocating resources in service areas that would generate the greatest returns in customer satisfaction. Enhancing satisfaction will ultimately generate patient loyalty and positive recommendation behavior.

Service quality benchmarking of amusement parks using a hybrid approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James
Keyword(s):  
Service Quality ◽  
Hybrid Approach ◽  
Quality Attributes ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Tourist Destinations ◽  
Amusement Parks ◽  
Order Preference ◽  
Topsis Technique

PurposeThe purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.Design/methodology/approachA hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.FindingsAmusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.Practical implicationsThe developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.Originality/valueThe paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Case studies and comparison between two models for assessing library service quality

2018 ◽  
Vol 36 (6) ◽  
pp. 1099-1113 ◽  
Author(s):  
Qingkui Xi ◽  
Heng Zhao ◽  
Yitao Hu ◽  
Yunjuan Tong ◽  
Ping Bao
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Evaluation Model ◽  
University Libraries ◽  
Library Service ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Chinese University ◽  
Set Up

Purpose This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models. Design/methodology/approach First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared. Findings The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves. Originality/value This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

2020 ◽  
Vol 14 (2) ◽  
pp. 225-237
Author(s):  
Lamya Lari ◽  
Fauzia Jabeen ◽  
Shilpa Iyanna
Keyword(s):  
Service Quality ◽  
Cultural Context ◽  
Theme Park ◽  
Theme Parks ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Park Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context. Design/methodology/approach An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective. Findings Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores. Research limitations/implications The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries. Practical implications The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks. Originality/value This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

Development of the “special-vocational-education-service-quality scale”

2020 ◽  
Vol 28 (2) ◽  
pp. 89-103
Author(s):  
Ioanna Georgiadou ◽  
Anastasia Vlachou ◽  
Panayiota Stavroussi
Keyword(s):  
Service Quality ◽  
Vocational Education ◽  
Students With Disabilities ◽  
Participatory Research ◽  
Social Impact ◽  
Reliability And Validity ◽  
Small Scale ◽  
Content Type ◽  
Quality Scale ◽  
Two Phases

Purpose The purpose of this paper is to describe the development of a scale for the evaluation of the perceived quality of services provided to students with disabilities by Special Vocational Education (SVE) institutions in Greece. Design/methodology/approach SVE service quality was approached on the basis of the performance-only model. The participatory research paradigm was followed, engaging students with disability and specifically with intellectual disability in several stages of the instrument development. The methodological design included two phases for the establishment and testing of the reliability and validity of the scale. Findings The findings of the study support a multifactorial construct of SVE service quality consisting of five factors: responsiveness, surroundings, personalization, training and facilities adequacy. Research limitations/implications Generalization of results should be attempted with concern. The type and severity of disability should be considered in future use of the scale. The construct of training for students with disability needs to be further investigated. Practical implications SVE-Service-Quality Scale may be used in SVE settings highlighting areas of improvement or as an instrument for the assessment of implemented interventions. Social implications Participatory research may serve as an empowerment opportunity for students with disability, whose active engagement in the research design allows for a small-scale yet valuable social impact, promoting emancipation for people with disability. Originality/value The study draws attention on the field of SVE service quality where research is scarce, introducing SVE in the discussion about educational service quality assessment.

Analytic evaluation of facilities performance from the user perspective: case study on a badminton hall

Facilities ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Wenchao Shi ◽  
Joseph H.K. Lai ◽  
C.K. Chau ◽  
Philip Wong ◽  
David Edwards
Keyword(s):  
Analytic Hierarchy ◽  
User Perspective ◽  
Performance Levels ◽  
Content Type ◽  
Sports Venues ◽  
And Performance ◽  
Evaluation Matrix ◽  
Hierarchy Process ◽  
Practical Implications

Purpose The purpose of this study is to identify key performance indicators (KPIs) for badminton halls and, through a case study, illustrate how the facilities performance of a university badminton hall can be evaluated from the user perspective. Design/methodology/approach After a desktop literature review, the findings were discussed by a focus group, and the discussion result formed the basis for establishing an analytic hierarchy of facilities performance for the badminton hall. Then, interviews were made with 169 badminton hall users to solicit their perceived facilities’ importance and performance levels of the hall. Using MATLAB, a computer program incorporated with an Analytic Hierarchy Process was devised to compute the importance weights of the performance attributes under assessment. The outcomes were interpreted using an importance-performance evaluation matrix. Findings A facilities performance hierarchy, comprising nine KPIs, was established for the badminton hall. The factors influencing the users’ perceptions, the importance and performance levels of the KPIs and the areas of the hall requiring improvements were identified. Research limitations/implications Future studies can take a similar approach of this study to develop KPIs and facilities performance hierarchies for other types of sports venues. Practical implications The method used to identify the improvements required for the badminton hall can be applied to investigations on other sports facilities. Originality/value The methodology of this research was first applied to study a badminton hall – as reported in this paper.

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