Using the intuitionistic fuzzy AHP and TOPSIS methods for the evaluation of the service quality of accommodation establishments

In the business world where the speed of globalization is expanding and competition is a critical point, the service quality has a great importance. Businesses operating in the service sector gain customer satisfaction by providing good service. Especially, measuring and improving the quality of service for accommodation establishments, which are one of the major stakeholders of the tourism sector and which have many competitors in the market, increases the value of the business as well as achieving competitive advantage by increasing customer satisfaction. Since the number of stars in hotels is not an indicator of service quality, special techniques are needed to measure it. The aim of this study is to determine the hotel which is the best service quality from four-star hotels in Elazığ with multi-criteria decision making methods. In order to increase the effectiveness of the study results, fuzzy logic approaches were adopted and the decision-making process of decision makers was facilitated. In the study where dimensions of the service quality as "Tangibles", "Reliability", "Responsiveness", "Assurance" and "Empathy", the importance of the criteria was determined by AHP method. The perceived service quality by hotel guests was analyzed by TOPSIS method and the hotel which has the best service quality was determined.