Using hybrid MCDM to evaluate the service quality expectation in linguistic preference

This study proposes a combined fuzzy Technique for Order Performance by Similarity to Ideal Solution (TOPSIS) and the Decision Making Trial and Evaluation Laboratory (DEMATEL) method using linguistic preference to deal with this study objective. This study is aimed to evaluate service quality expectation in hot spring hotel's ranking problem. This criteria ranking might be a key strategic direction of the hot spring hotels. The solving procedure is as follows, (i) the weights of criteria are described in linguistic preferences with triangular fuzzy numbers; (ii) using TOPSIS to result the ranking order for all alternatives; (iii) using DEMATEL to resolving criteria interdependency relationships weights and combine into TOPSIS method; (iv) an empirical example of hot spring hotels ranking problem to resolve with this hybrid method approach and indicates that hot spring hotel S2 (L.J. hot spring hotel) is the best selection in terms of a set of criteria. The managerial implications and conclusions are discussed. (C) 2011 Elsevier B.V. All rights reserved.