Evaluation of service quality of family bussineses in tourism sector with TOPSIS and AHP methods: A study on five star hotels

The purpose of this study is to determine the service quality perceptions of the customers staying in hotels operating under the family-run tourism operation certificate in Manavgat, Antalya, by measuring the quality of service provided by accommodation companies and determine the significant level of the determined service quality factors by the AHP method and also compare the service quality of the hotels by the TOPSIS method with criteria based. So, there are three sections in the study of evaluating the service quality of family businesses by TOPSIS and AHP methods in the tourism sector. In the first part of this study, the concept of family businesses obtained by literature review is explained. In the second part, there are models and approaches related to the measurement of service quality by literature review conducted to explain and measure the service quality. In this study, explanations are given about Servqual which is one of the methods used to reach and evaluate the data. In the third part of the study, the personal information of the guests and their view about hotel with the sample of the 5-star family hotel enterprises in Manavgat were collected through a one-to-one survey with the guests. Then, these data were analyzed with statistical program and evaluated with AHP and TOPSIS methods. The highest criterion among basic criteria measuring service quality is trustworthiness criterion according to the results obtained. Further criteria are physical appearance, willingness, collateral and empathy respectively. The service quality rankings of hotel establishments were performed with the significant level obtained by TOPSIS method. According to the results of the TOPSIS method, the O2 numbered hotel is the highest quality service among the hotel establishments. In terms of relative proximity to the ideal solution, other hotels are O10, O4, O7, O8, O5, O1, O9, O3, O11 and O6 respectively.