Competitive benchmarking of hotels’ service quality using analytic hierarchy process

• Main Authors: Engku Abu Bakar, Engku Muhammad Nazri, Ku-Mahamud, Ku Ruhana, Mohamed, Muharis
• Format: Conference or Workshop Item
• Language: English
• Published: 2015
• Subjects: QA Mathematics
• Online Access: http://repo.uum.edu.my/20839/1/BMIC%202015%20147%20158.pdf; http://repo.uum.edu.my/20839/
• Institution: Universiti Utara Malaysia

In the wake of increasing competition, a growing number of hotels have begun to realize the importance of service improvements that can be converted to a competitive advantage. One way in which hotel managements may innovate and learn, as they respond to their competitive environment, is by means o...