Using fuzzy DEMATEL to develop a causal and effect model of hot spring service quality expectation

Abstract

The evaluation service quality expectation criteria are usually evaluated in subjective and qualitative in nature described in linguistic information, it is very difficult for the customer to express the preferences using exact numerical values. This research applies a fuzzy DEMATEL method in linguistic information for group decision-making to gather group ideas and analyze the cause-effect relationship of complex social science problems in fuzzy environments. The detailed of the fuzzy DEMATEL in linguistic information procedures are presented. An empirical study with 265 respondents applies the fuzzy DEMATEL in linguistic information method to the evaluation of a hot spring hotel service quality perception in Taiwan. The results are discussed.