Revista de investigación turística y hotelería

Developing Service Delivery Processes through Fuzzy AHP Framework

Ling-Zhong Lin, Chi-Fang Lu and Huery-Ren Yeh

Developing Service Delivery Processes through Fuzzy AHP Framework

Service management is a very important element within an effective service industry. One of the most important components of service management is to maintain the quality of service delivery processes in the workplace. Service delivery processes are a function of many attributes that affect the service quality and these attributes affect the service delivery process simultaneously. For this reason, measuring the service quality of the service delivery process needs a holistic approach. In this study, service attributes are studies through the fuzzy analytic hierarchy process (FAHP) approach that allows both multi-criteria and simultaneous evaluation. Generally, service attributes affecting service quality have non-physical structures. The real problem can be represented in a better way by using fuzzy instead of crisp numbers to evaluate service attributes. The proposed method is applied to Chinese banquets of different service delivery processes. The findings of this study imply that the greatest service attributes in the service delivery process are: “Knowledgeable employees”, “Convenient operating hours”, “Convenient locations”, “Friendly employees,” and “Feel safe with food and drink.”In this way, the quality levels of service delivery processes are determined for service delivery processes. The different planned are improved for service delivery processes according to the service quality levels.