Application of the multicriteria decision making models for tourist farm's service quality assessment.

摘要

We examined applicability of multicriteria decision making models for tourist farm's service quality assessment. Questionnaires were fulfiled by 103 guests and 6 hosts on seven Slovene tourist farms. The answers obtained performed the source for correction of criteria set by experts and provided the background for the estimation of importance of criteria. Using method DEX we developed the multicriteria qualitative decision making model; using techniqe AHP we developed multicriteria quantitative decision making model. The answers from questionnaires were used as input data for both models: DEX and AHP, which we proved in practice. We assessed tourist farm's service quality using models DEX and AHP. Both models enabled ranking of farms by quality of their service. Result of evaluation in model DEX were two verbal estimations for six farms and ranking of farms. Four of them: B, C, F and G with estimation "very good" shared first place and two of them: A and D shared fifth place. The farm E was estimated "good; very good". The result is the consequence of deficit of host's answers. The evaluation of farms in AHP model provided quantitative estimations and ranking as follows: the best farm was F with the estimation 0,155. Second place shared B and C with the estimation 0,150. On the fourth place is farm G (0,149), on the fifth farm A (0,139), on the sixth D (0,130) and on the last, seventh place, farm E (0,127). Both models: DEX and AHP, enable assessment of tourist farms' service quality. Results show similar ranking by quality, but model AHP enables more accurate estimations and ranking. Therefore is our conclusion that AHP is more appropriate instrument for tourist farms' service quality assessment and consequently good support for decision-makers: guests choosing the holiday farm and hosts by performing tourist's service.