Measuring the service quality of accommodation enterprises by hybridized fuzzy AHP-TOPSIS: A case of Tokat

In this study, it is aimed to measure the service quality of 4 and 5 star hotel businesses in the province of Tokat, which is located in the Central and Eastern Black Sea Region and is on the agenda with tourism investments every day. At the same time, it has been tried to determine the hotel business that provides the best service and the highest service quality among the businesses that are measured. Businesses operating in the service sector have to maintain and increase customer satisfaction in order to ensure their continuity. Hotel businesses are evaluated according to the quality of service they provide rather than star status in this competitive environment. It is necessary to evaluate this evaluation with special methods. In this study, the criteria created by managers and experts to measure the service quality of 4 and 5 star hotels operating in Tokat were determined and then the Fuzzy AHP-TOPSIS method, which is a multi-criteria decision-making method, was applied and evaluated to the guests who had experience in 3 alternative hotels selected. According to the results of the research, the hotel selected as the first alternative among the three alternative hotels selected is determined as the hotel business with the best service and the highest service quality, and the strong and weak criteria of the other two alternative hotels participating in the evaluation are determined, and recommendations are made for the criteria that need to be corrected.