Application of the fuzzy logic tool to evaluate customer satisfaction in Hotels

Abstract:

DOI: 10.18775/jibrm. 1849-8558.2015. 32.3004 URL: http://dx. doi. org/10.18775/jibrm. 1849-8558.2015. 32.3004 Tourism organizations have the challenge of facing a highly competitive environment which leads to actions that guarantee the quality of their services. Hence the need for this research that aims to design and apply a methodology to assess the satisfaction of tourists in a hotel organization according to the imprecise nature of this object of measurement, by using the postulates of fuzzy logic. The use of this tool in the measurement processes for these purposes is considered the main contribution of this research. The proposed methodology was successfully implemented in a tourist destination, leading to a greater validity of the measurements related to the satisfaction of its customer.

Año de publicación:

2018

Keywords:

Fuente:

google