Criteria prioritisation of tourist satisfaction from long-distance transportation services: combined fuzzy AHP and SERVQUAL approach

Q3 Decision Sciences

International Journal of Management and Decision Making Pub Date : 2021-04-07 DOI:10.1504/ijmdm.2021.116019

Hadi Farshi, D. Shishebori, M. K. Sameni

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引用次数: 0

Abstract

It is necessary to identify criteria affecting customer satisfaction from transportation systems and their impact on relevant industries. This study investigates and prioritises expectations of tourists from long-distance transportation services. Tehran (capital of Iran) to Yazd is chosen as the case study of this research. SERVQUAL survey was developed and distributed on this route at different modes. First, data from survey distribution are weighted based on the importance of each criterion and sub-criteria and then prioritised using a fuzzy AHP method. The results show that responsiveness is the most crucial criterion. It also depends on the type of the trip (educational, recreational or business) that may have a significant impact on selecting the most important criteria from their perspective. The results can lead to efficiency improvements in transportation systems as well as providing better facilities to attract more tourists. These insights can help managers and policymakers in planning and promoting tourist satisfaction.

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长途旅游服务满意度的优先排序:模糊层次分析法与SERVQUAL方法的结合

有必要从运输系统及其对相关行业的影响中确定影响客户满意度的标准。本研究对游客对长途交通服务的期望进行了调查和排序。选择德黑兰(伊朗首都)到亚兹德作为本研究的案例研究。SERVQUAL调查是在这条路线上以不同的模式开发和分发的。首先，根据各指标和子指标的重要性对调查分布数据进行加权，然后采用模糊层次分析法进行排序。结果表明，响应性是最重要的标准。这也取决于旅行的类型(教育、娱乐或商务)，这可能会对他们选择最重要的标准产生重大影响。研究结果可以提高交通系统的效率，并提供更好的设施来吸引更多的游客。这些见解可以帮助管理者和决策者规划和提高游客满意度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Management and Decision Making Decision Sciences-Decision Sciences (all)

CiteScore

2.20

自引率

0.00%

发文量

期刊介绍： The general themes of the IJMDM seek to develop our understanding of organisational decision making and the technology used to support the decision process. A particular purpose is to consider management processes in international and cross-cultural contexts and to secure international inputs and comparisons. The IJMDM aims to provide a new venue for high quality papers focusing on the analytical and empirical study of management processes in private and public sector organisations - including cases and action research.