Applying Multi-Criteria Decision Making Technique in Hospitality Quality Management System
This study evaluates the importance of quality management (QM) critical success factors (CSFs) within the context of Malaysian hotel firms. Primary criteria to evaluate QM CSFs were determined through literature survey and multi-criteria decision making (MCDM) technique assisted by Decision-Making T...
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| Main Authors: | , |
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| Format: | Article |
| Language: | en |
| Published: |
Human Resource Management Academic Research Society (HRMARS)
2019
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/27907/1/Applying%20Multi-Criteria%20Decision%20Making%20Technique%20in%20Hospitality%20Quality%20Management%20System%20-%20Copy.pdf http://ir.unimas.my/id/eprint/27907/ http://hrmars.com/index.php/pages/detail/IJARBSS |
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| Summary: | This study evaluates the importance of quality management (QM) critical success factors (CSFs) within the context of Malaysian hotel firms. Primary criteria to evaluate QM CSFs were determined through literature survey and multi-criteria decision making (MCDM) technique assisted by Decision-Making Trial and Evaluation Laboratory (DEMATEL)-based analytical network process (ANP) (D-ANP). D-ANP is integrated to allow the calculation of importance level, weights of all dimensions and indicators, as well as significances. The findings
demonstrated the way hotels can be evaluated and ranked, based on the relationships between and among the contexts and variables. The research findings will assist the
policymakers (Ministry of Tourism) to formulate policies and data of QM best practices that will ensure the success of hotel firms. |
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