Modelling service quality in the hotel industry

Abstract

Modern business circumstances, as a result of globalization, deregulation and technological development innovation, have forced companies to focus on improving their service levels and increasing customer satisfaction in order to remain competitive and achieve long-term survival. The first step towards improving services is to measure these services and assess the current level of service delivery. The aim of this paper is to introduce a model for those measures, as well as to explore the gap between customer expectations and perceptions with regard to the level of services that are offered. The perception is that the customer experiences the service provided, which is often vague and cannot be estimated with an exact numerical value. Therefore, the most suitable approaches for solving this problem are tools that provide fuzzy mathematics. In the paper, a fuzzy system is proposed for the evaluation of quality in hotel industry.