Procedia - Social and Behavioral Sciences · 2015 · 20 citations · 28 references
Total Quality ManagementCustomer SatisfactionHuman Resource ManagementMultiple-criteria Decision AnalysisFuzzy Risk AnalysisFuzzy Multi-criteria Decision-makingManagementMulti-criteria Decision MakingFuzzy OptimizationMulticriteria EvaluationMotel ManagementHotels FirmsStrategic ManagementMarketingManagement TechniqueImportance CsfsFuzzy Mcdm MethodsBusinessManagement ModelQm CsfsHospitality Management
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 AHPand 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.
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