Proposing a New Hierarchical Framework for the Evaluation of Quality Management Practices: A New Combined Fuzzy Hybrid McDm Approach

Abstract

This study aims to evaluate the quality management (QM) practices in Iranian hotels that are small and medium enterprises (SMEs) through the integration of the fuzzy set theory with both qualitative and quantitative methods. The criteria were collected through the literature survey and the fuzzy Delphi method (FDM). This study applied fuzzy multiple criteria decision making (FMCDM), including the fuzzy analytic hierarchy process (FAHP), the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) and Vise Kriterijumska Optimizacija I Kompromisno Resenje (VIKOR). In the FDM phase, 21 practice was selected and categorized into four main factors. Results of the study indicated that the quality assurance was ranked as the highest important fac- tor. From the practical viewpoint, this paper proposed new integrated model that applied FDM, FAHP, TOPSIS and VIKOR for the evaluation of QM practices in the hotel industry and introduced the environmental perspective as a new viewpoint of QM systems, espe- cially in hotels as SMEs. In addition, the proposed model highlights a new insight into MCDM and contributes to the present body of knowledge in the area of QM systems.

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“…As it was pointed in second section of the article technological potential of economies analysed form macroeconomic perspective should be considered as complex phenomenon. Thus, in the case of international comparative studies it can be measured with application of multiple criteria analysis methodology (Mościbrodzka, 2014;Jurkowska, 2014;Mardani, et al, 2015Mardani, et al, , 2016Jantoń-Drozdowska & Majewska, 2016;Łyszczarz, 2016). In the article application of Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) is proposed for analysis of 24 European countries in the years 2008-2012.…”

A systematic review and meta-Analysis of SWARA and WASPAS methods: Theory and applications with recent fuzzy developments

“…As an effective approach, Multiple Criteria Decision Making (MCDM) was widely used to evaluate a finite number of decision alternatives with multiple criteria [5,6]. It was used in various scientific fields, such as business and management [7][8][9], risk management [10,11], computer science [7,12,13], health and medical [14][15][16], engineering [17][18][19]. In solving many real-world problems, it is difficult for decision makers to precisely assess the performance ratings and criteria weights [20].…”

Application of McDm Approach to Evaluate the Critical Success Factors of Total Quality Management in the Hospitality Industry

“…In addition, most researchers focused on CSFs for implementation of TQM programs in developed countries, with but a few in developing countries (Calvo-Mora, Picón-Berjoyo, Ruiz-Moreno, & Cauzo-Bottala, 2015;Nicholas, 2016). Although TQM is widely used in different industries in Iran (Gholamhossein, Jamal, Hamid Reza, & Sajjad, 2016;Sadeh & Garkaz, 2015), there is little evidence that it can improve the overall quality of specific industries such as hospitality (Mardani, Jusoh, Zavadskas, Zakuan, Valipour, & Kazemilari, 2016;Mardani, Jusoh, Zavadskas, Khalifah, & Nor, 2015), as each industry has different features. The current study presents a review of the literature on TQM and attempted to identify, evaluate and prioritizing various CSFs for implementation of TQM in the hospitality industry of developing countries such as Iran.…”