Proposing a new hierarchical framework for the evaluation of quality management practices: a new combined fuzzy hybrid MCDM approach

Abstract

This study aims to evaluate the quality management (QM) practices in Iranian hotels that are small and medium enterprises (SMEs) through the integration of the fuzzy set theory with both qualitative and quantitative methods. The criteria were collected through the literature survey and the fuzzy Delphi method (FDM). This study applied fuzzy multiple criteria decision making (FMCDM), including the fuzzy analytic hierarchy process (FAHP), the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) and Vise Kriterijumska Optimizacija I Kompromisno Resenje (VIKOR). In the FDM phase, 21 practice was selected and categorized into four main factors. Results of the study indicated that the quality assurance was ranked as the highest important fac- tor. From the practical viewpoint, this paper proposed new integrated model that applied FDM, FAHP, TOPSIS and VIKOR for the evaluation of QM practices in the hotel industry and introduced the environmental perspective as a new viewpoint of QM systems, espe- cially in hotels as SMEs. In addition, the proposed model highlights a new insight into MCDM and contributes to the present body of knowledge in the area of QM systems.

Keywords:

• SME's hotels
• quality management
• fuzzy Delphi method
• fuzzy FAHP
• fuzzy MCDM
• VIKOR
• TOPSIS

JEL Classification:

• M2

Additional information

Notes on contributors

Abbas Mardani

Abbas MARDANI is Senior Lecturer PhD at the Faculty of Management, Universiti Teknologi Ma- laysia (UTM).

Ahmad Jusoh

Ahmad JUSOH is Senior Lecturer (PhD) at the Faculty of Management, Universiti Teknologi Ma- laysia (UTM).

Edmundas Kazimieras Zavadskas

Edmundas Kazimieras ZAVADSKAS is PhD, DSc, h.c.multi. Prof., Head of the Department of Construction Technology and Management at Vilnius Gediminas Technical University, Lithuania.

Norhayati Zakuan

Norhayati ZAKUAN is Senior Lecturer (PhD) at the Faculty of Management, Universiti Teknologi Malaysia (UTM).

Alireza Valipour

Alireza VALIPOUR is currently a PhD at the Faculty of Civil Engineering, Universiti Teknologi Malaysia (UTM).

Mansooreh Kazemilari

Mansooreh KAZEMILARI is PhD at the Department of Mathematical Sciences of the Faculty of Science,Universiti Teknologi Malaysia (UTM).