A study on the key success factors of service quality for international hotels

2014 ◽  
Vol 64 (Supplement-2) ◽  
pp. 25-37
Author(s):  
Wan-Yu Chang
Keyword(s):  
Service Quality ◽  
Success Factors ◽  
Analytic Network Process ◽  
Tourism Industry ◽  
Service Industries ◽  
Questionnaire Response ◽  
Key Success Factors ◽  
International Tourist ◽  
Network Process ◽  
Tourism Services

With Taiwan ROC’s economic growth, the importance of service industries has gradually increased. Tourism services, as a comprehensive undertaking with multiple objectives, contribute greatly to the foreign exchange earnings of the country. Specifically, international hotels, which provide accommodation, catering, shopping, socializing, committee rooms and recreation, play a crucial role in the tourism industry. The current study adopted the Delphi method and offered an anonymous channel for conveying opinions. After repetitive consultations, summarizations and revisions, the analytic network process (ANP) principles for the study were finally constructed. The subjects of the study were clients of international tourist hotels in the Taipei area. In total, 250 questionnaires were distributed, and 176 valid questionnaires were collected, at a questionnaire response rate of 70%. As the results demonstrated, the most significant dimension was “Responsiveness” (weight = 0.238): which accounted for 23.8% of the overall weights. Other dimensions were also important: “Assurance” (weight = 0.217), “Reliability” (weight = 0.205), “Empathy” (weight = 0. 183), and “Tangibles” (weight = 0.157). The research results showed that “Responsiveness” was of the greatest importance for service quality in international tourist hotels. The data compiled from the overall weights of evaluation indicators of the service quality for the international hotels showed that, among the 16 evaluation indicators, the top five indexes were ranked, based on importance, as follows: service willingness, expertise, responsiveness, reliability, and cordiality.

Prioritizing Strategic Factors of Creative Tourism Industry in Iran by Analytic Network Process (ANP)

2020 ◽  
Vol 24 (5) ◽  
pp. 553-565
Author(s):  
Reza Kiani Mavi ◽  
Hamed Gheibdoust ◽  
Ahmad A. Khanfar
Keyword(s):  
Policy Making ◽  
Analytic Network Process ◽  
Influential Factors ◽  
Tourism Industry ◽  
Policy Makers ◽  
Business Support ◽  
Network Process ◽  
Strategic Factors ◽  
Strategic Policy ◽  
Strategic Policies

Nowadays, it is obvious that creative tourism industry has become very essential for countries and societies; therefore, governments work on constituting policies in order to develop this industry. To be successful in improving creative tourism industry, governments should identify the influential factors and focus on ones that are more important rather than investing a bit on many different factors. Because of the interrelations among factors, this research is aiming to prioritize factors that influence strategic policies of creative tourism industry in Iran using analytic network process (ANP). Data were collected during the period of May 2017 to February 2018. Participants in this research are 13 tourism experts with more than 10 years' experience in the field. Results show that the most influential criterion is "business support" and the most influential subcriterion is "supporting midsize businesses." This study helps policy makers to improve creative tourism by emphasizing on those factors that have high priority from the viewpoint of strategic policy-making.

scholarly journals Evaluating the Performance of Taiwan Homestay Using Analytic Network Process

2012 ◽  
Vol 2012 ◽  
pp. 1-24 ◽  
Author(s):  
Yi-Chung Hu ◽  
Jen-Hung Wang ◽  
Ru-Yu Wang
Keyword(s):  
Service Quality ◽  
Business Performance ◽  
Fuzzy Theory ◽  
Evaluation Criteria ◽  
Analytic Network Process ◽  
Evaluation Framework ◽  
Operational Model ◽  
Network Process ◽  
Key Aspects ◽  
Operation And Management

Homestay industry in Taiwan is not only thriving, but also its operation is moving gradually toward elaboration strategy and in a specialized-operation manner these years. Nevertheless, the evaluation frameworks of the earlier studies were sporadically constructed from an overall perspective of homestays. Moreover, the functions, operational model, and natures of homestays are dissimilar to those of hotels; therefore, if the evaluation criteria of homestays employ the ones of hotels, it would appear to be incoherent and incompatible. This study has accordingly developed and constructed a set of evaluation indicators tailor-made for homestay sector through discussion of literatures and interviewing experts so that the evaluation framework would be more comprehensive and more practical. In the process of interviewing experts, it was discovered that dependences lay on the aspects and criteria. Consequently, this research chose the ANP (analytic network process) to get the weights and, further, to acquire the homestay business performance through fuzzy theory. The result reveals, as regards key aspects, homestay proprietors and customer groups both weight the surroundings of the building and features, service quality, operation, and management most. In respect to overall homestay performance, customer groups consider it has reached the satisfactory level.

scholarly journals A rough strength relational DEMATEL model for analysing the key success factors of hospital service quality

2018 ◽  
Vol 1 (1) ◽  
pp. 121-142 ◽  
Author(s):  
Jagannath Roy ◽  
◽  
Dragan Pamučar ◽  
Krishnedu Adhikary ◽  
Kar Kar ◽  
...  
Keyword(s):  
Service Quality ◽  
Success Factors ◽  
Hospital Service ◽  
Key Success Factors

scholarly journals An analysis of the critical factors that affect the competitive advantages and developmental strategies of leisure farms in Taiwan

2012 ◽  
Vol 58 (No. 10) ◽  
pp. 467-481 ◽  
Author(s):  
M.-S. Lee
Keyword(s):  
Service Quality ◽  
Value Chain ◽  
Analytic Network Process ◽  
Competitive Advantages ◽  
Critical Factors ◽  
Ecological Resources ◽  
Fuzzy Delphi ◽  
Network Process ◽  
Fast Development ◽  
Development And Utilization

Leisure farms in Taiwan are currently undergoing a fast development. The utilization of distinctive strategies to create successful operational competitiveness is becoming the guiding policy of enterprises for their future development. This study adopts the value chain perspective to develop criteria for different dimensions and to develop a strategic hierarchical structure by using the fuzzy Delphi method. Through the FANP (Fuzzy Analytic Network Process) method, this study discovers the critical factors influencing the competitive advantages of leisure farms in Taiwan: (1) the uniqueness of the landscape and ecological resources, (2) the richness of agricultural resources, (3) the attractiveness of the landscape and ecological resources, (4) service quality, (5) the convenience of the accommodation, (6) the provision of education and guiding services, and the like. Finally, according to the research results of the study, the authors make suggestions on the corresponding developmental strategies of leisure farms, including (1) creating the characteristics of a leisure farm through the development and utilization of the farm’s internal and surrounding environmental resources and (2) perceiving the tourists’ needs and improving the service quality. With the suggestions made and the reference data concluded in this study, the authors expect to enhance effectively the current competitive advantages of leisure farms.  

scholarly journals Competitive Strategies Applying in Cultural Museums through Tourism Industry: The Case of Taiwan Hualien

2015 ◽  
Vol 9 (1) ◽  
pp. 83
Author(s):  
Maw-Cherng Lin
Keyword(s):  
Literature Review ◽  
Swot Analysis ◽  
Matrix Theory ◽  
Critical Issue ◽  
Analytic Network Process ◽  
Tourism Industry ◽  
Competitive Strategies ◽  
Interactive Model ◽  
Network Process ◽  
Depth Interviews

<p>In the competition of leisure resources and reduction of governmental budgets over the years, the way in which cultural museums survive and develop is a critical issue. Using the Hualien Hakka Cultural Museum as an example, this study conducted a literature review and analysis, and held local forums, workshops and in-depth interviews using a bottom-up model and an interactive model, in order to collect opinions from industry, government and academia. Through SWOT analysis, TOWS matrix theory and Analytic Network Process (ANP), this study identified the effective Co-opetition Strategy of cultural museums as a reference for the future operation of local Hakka cultural museums.<strong></strong></p>

How Do Undergraduate Tourism Students Perceive the Service Quality in their Educational Institution? An Assessment Using the SERVQUAL Framework

2021 ◽  
Vol 12 (4) ◽  
pp. 1076
Author(s):  
Kevin FUCHS
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Student Perceptions ◽  
Service Sector ◽  
Educational Institution ◽  
Tourism Industry ◽  
Educational Process ◽  
Service Industries ◽  
Business World ◽  
Tourism Education

Tourism education is an important component and contributor to the tourism industry's global success, particularly as technology and innovation become more prevalent in the hospitality and tourism sectors around the world. Several studies have been conducted on student perceptions of tourism education and the tourism industry's long-term viability in the current and future environment. The importance of a capable, competent, passionate, and dedicated workforce in the service industries in general, and the tourism industry in particular, cannot be overstated. Related studies have also suggested that in the service sector, workers' optimistic attitudes about their work are critical for customer loyalty and satisfaction. Service quality and customer service are leading principles in the business world. Assessing educational service quality is important for encouraging and providing feedback on the effectiveness of educational plans and their execution as higher education institutions compete for competitive advantages and high service quality. In a number of universities, as well as further afield, monitoring student satisfaction with education quality has become an important part of the educational process. This study shows how to use the SERVQUAL system to measure student satisfaction in a more effective way.It entails the use of the SERVQUAL methodology to query and survey five factors related to student services. The proposed instrument was tested on 400 undergraduate tourism students at a large regional university in Thailand. The approach's utility in collecting tourism students' impressions, evaluating them, and reducing them to a form usable by management as an off-the-shelf service quality evaluation tool is demonstrated by rigorous study.

Adoption of Online Marketing for Service SMEs with Multi-Criteria Decision-Making Approach

2020 ◽  
pp. 356-374
Author(s):  
Lanndon Ocampo ◽  
Rosalin Merry Berdin Alarde ◽  
Dennis Anthony Kilongkilong ◽  
Antonio Esmero
Keyword(s):  
Decision Making ◽  
Small And Medium Enterprises ◽  
Analytic Network Process ◽  
Global Market ◽  
Service Industries ◽  
Online Marketing ◽  
Multi Criteria Decision Making ◽  
Network Process ◽  
Mcdm Method ◽  
Medium Enterprises

This chapter attempts to fill in the gap of evaluating the viability of adopting online marketing for small and medium enterprises (SMEs) in service industries. As SMEs are generally characterized by shortage of resources, the use of online marketing strategies is apparently difficult. However, the current landscape of competition among SMEs in a global market economy prompts the necessity of adopting online marketing. With these, the decision-making process of SMEs in this area becomes complex and the decisions must integrate complex and interrelating criteria and constructs in order to provide a more holistic solution. Thus, this work adopts a multi-criteria decision-making (MCDM) method particularly the analytic network process (ANP) in order to evaluate the practicability of using online marketing for service SMEs. It becomes highly relevant as it provides significant insights to decision-makers in SMEs regarding the use of online marketing strategy. The contribution of this chapter lies in the application of MCDM in evaluating viability of online marketing in service SMEs.

scholarly journals Critical Success Factors of Medical Tourism: The Case of South Korea

2019 ◽  
Vol 16 (24) ◽  
pp. 4964 ◽  
Author(s):  
Soojung Kim ◽  
Charles Arcodia ◽  
Insin Kim
Keyword(s):  
South Korea ◽  
Medical Treatment ◽  
Success Factors ◽  
Medical Tourism ◽  
Tourism Industry ◽  
Medical Treatments ◽  
Face To Face ◽  
Key Success Factors ◽  
Critical Success ◽  
Depth Interviews

The purpose of this study was to identify the key success factors of medical tourism using the case of South Korea. Medical tourism refers to the phenomenon of travelling across national borders intentionally to access a variety of medical treatments, especially modern medical treatment. Through conducting semi-structure face-to-face in-depth interviews with the service suppliers of Korean medical tourism, it was discovered that Korean medical tourism has been facilitated by the effect of Hallyu and advanced Korean brand power. More importantly, tourism activities for companions and extra support for patients’ convenience are identified as important success factors of Korean medical tourism, suggesting that the medical tourism industry not only includes medical services but also involves tourism perspectives, supporting the patient and their companions to stay in a comfortable and pleasurable environment. This study generated results which are valuable for both academic and industry perspectives, as this is a field which has not been extensively researched. Medical tourism representatives in other countries can consult these findings to develop the industry.

Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels

2019 ◽  
Vol 26 (3) ◽  
pp. 404-436
Author(s):  
Yen-Hao Hsieh ◽  
I-Chun Chuang
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Reference Value ◽  
Analytic Network Process ◽  
Key Factors ◽  
Service Experience ◽  
Factors Affecting ◽  
Service Environment ◽  
International Tourist ◽  
Network Process

When building successful service experience, service providers have to consider multiple factors from a multi-element standpoint. This study aims to establish a new conceptual model for key factors affecting service experience and determine the influential key factors using a multi-perspective and multi-criteria methods. This study uses an analytic network process (ANP) to calculate the degree of influence exerted by the criteria and factors of the service experience and conducts in-depth interviews to validate the results of the ANP, improving the reliability of the results of the study and increasing its practical reference value. Results from tourism factories and international tourist hotels find five main criteria that affected service experience: employee, customer, service environment, information technology, and knowledge creation. The results reveal that employee and service environment are the most important criteria. Therefore, tourism factories and international tourist hotels must invest resources in training and managing employees to equip them with specialized knowledge needed to deliver high-quality service experience. Tourism factories and international tourist hotels also need to pay attention to service environments, and by building an environmental ambience, they allow customers to receive an aesthetically pleasing and comfortable service experience. Future researchers can extend this study’s architecture and results, incorporate other important criteria and factors, and consider the interdependent relations between multiple key factors to further improve the key factors affecting service experience.

Integrated MCDM for Benchmarking Techniques in Indian Service Industries

2016 ◽  
Vol 13 (06) ◽  
pp. 1750005
Author(s):  
Bhupender Singh ◽  
Sandeep Grover ◽  
Vikram Singh
Keyword(s):  
Best Practices ◽  
Service Sector ◽  
Success Factors ◽  
Service Industries ◽  
Time Behavior ◽  
Critical Success ◽  
Different Types ◽  
Network Process ◽  
Order Preference ◽  
Internal Benchmarking

Industries need to ascend their standards for competitiveness and adopt modern methods with techniques for effectiveness of their system which occurs through convention of benchmarking techniques. The rationale of the study is to review the benchmarking techniques and moreover to rank on the basis of their application in service industries. To rank the benchmarking, analytical network process and technique for order preference by similarity to ideal solution (TOPSIS) methods are used. An integrated model of multi-criteria decision-making (MCDM) is used for prioritizing the best practices in Indian service sector. The study identifies different types of benchmarking techniques among which generic benchmarking, external benchmarking and internal benchmarking occupy the first three ranks, providing basis for several critical success factors (CSFs) like planning, reliability, standardization, time behavior and usability as the more important parts of benchmarking. Thus, an endeavor has been made by authors to give a model for evaluation of benchmarking techniques through MCDM which gives confidence for executives to adopt benchmarking in their industries.

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