A Combined Hybrid Fuzzy Multiple Criteria Decision-making Approach to Evaluating of QM Critical Success Factors in SME's Hotels Firms

Abstract

The purpose of this study is to evaluate the importance of QM CSFs in Iranian SME's hotels firms. Primary criteria to evaluate QM CSFs are achieved by the literature survey. Through the FDM by industries and academia experts the importance CSFs were categorized in three main factors and 16 sub-factors. Two fuzzy MCDM methods are applied; fuzzy AHP and TOPSIS. The finding of this study indicated that human factors had the first rank from three perspectives and leadership as a sub-factor was the first rank from 16 sub-factors.

What makes scuba diving operations successful: The case of Portofino, Italy

“…Literature indicates business operations as a very important CSF (Brotherton, 2004(a&b); Burger and Saayman, 2009;DiPietro et al, 2007;Jaafar, 2011;Hung, 2013;Mardani et al, 2015;Pikkemaat and Schuckert, 2007;) which includes constructs such as safety and security (Respondent 3 agrees with this), strategic control, hygiene, quality, pricing and organisational support, to name a few. In this case study, respondents 1 and 3 indicated that the management of the administration and finances were outsourced to other companies as constructs of this particular CSF of the business.…”

“…These themes / factors are supported by literature as indicated next to each factor. The six themes / factors, not presented in any specific order of importance, are: Customer relations (Brotherton, 2004(a); Ferreira and Fernandes, 2015;Geller, 1985;Lin and Fu, 2012;Marais and Saayman, 2011;Van der Westhuizen, 2003;MacCarthy et al, 2006); Location (Brotherton, 2004(a); Camillo et al, 2008;Nieh and Pong, 2012;Wang and Hung, 2015); Effective operations (Brotherton, 2004(b); Burger & Saayman, 2009;DiPietro et al, 2007;Hung, 2013;Pikkemaat and Schuckert, 2007;Jaafar, 2011;Mardani et al, 2015;Wilks and Davis, 2000); Quality products and services (Engelbrecht et al, 2014;Geller, 1985;Getz and Brown, 2006;Williams and Soutar, 2009); Resources (Avcikurt et al, 2011;Choon-Chiang, 1998;Li et al, 2006;Wang et al, 2011); and Networks (Getz, 2003;Haven-Tang, Jones and Webb, 2007;Hamzah and Mohamad, 2012;Hua et al, 2009;Lucchetti andFont, 2013 Mohamed, 2015;Ortgueira and Gomez-Selemeneva, 2011).…”

Determination of KOSGEB Support Models for Small- and Medium-Scale Enterprises by Means of Data Envelopment Analysis and Multi-Criteria Decision Making Methods

“…Chittithaworn et al [28] found the success factors of SMEs in Thailand. Mardani et al [29] evaluated the SME-scale hotels in Iran with three main factors and 16 sub-factors using AHP and TOPSIS. In their work, Johnes and Johnes [30] assessed the performance of the economic units in the UK using DEA.…”

Using AHP and VIKOR to evaluate the hotel industry of eight European countries

“…The most representative example is the one publication (Fu, Chu, Chao, Lee & Liao, 2011) about AHP and VIKOR for benchmarking analysis in the hotel industry, but it is a comparison through 26 hotels in Taiwan with criteria of mainly economical interest. There are other recent publications which are related to a certain extent (Đorđević, Zecevic & Hristov, 2016;Akincilar & Dagdeviren, 2014;Lee & Lee, 2015;Mardani, Jusoh, Bagheri & Kazemilari, 2015;Shirouyehzad, Arabzad & Reza, 2013), however they are using AHP or VIKOR for research on other factors or they focus on one country. Therefore there seems to be a gap in the comparison of hotels between different countries, but with similar tourism characteristics.…”