Evaluation of guest customer satisfaction by the integration of fuzzy logic and multi-criteria decision-making methods: A case study in tourism industry

Today, guest satisfaction has a vital value for every business. While there are many important factors in ensuring guest satisfaction in accommodation establishments, the expectations of the guests have also changed with the Covid 19 pandemic. The uncertainties brought by Covid 19 have also affected the decision-making processes of guests in their accommodation preferences. The subject of this study is to evaluate the satisfaction of the guests before and during Covid 19 in 4 different premium quality five-star hotels of the same brand. It is aimed to use fuzzy logic and multi-criteria decision making methods to evaluate guest satisfaction before and during the pandemic. This study has contributed to the literature in terms of determining the reasons affecting guest satisfaction during and before the Covid 19 process and comparing their weights with each other. The evaluation results for each of the Fuzzy Analytic Hierarchy Process (FAHP), Fuzzy Technique for order preference by smilarity to ideal solution (FTOPSIS), Fuzzy VIseKriterijumsa Optimizacija I Kompromisno Resenje (FVIKOR) and overall score ranking methods applied in the evaluation of guest satisfaction were analyzed and the comparisons between each other were enriched.