Analysis of the customer- based efficiency at workplace for tourism industry using house of quality

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dc.authorid0000-0002-8072-031X
dc.authorid0000-0002-9858-1266
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.date.accessioned2020-01-31T07:33:33Z
dc.date.available2020-01-31T07:33:33Z
dc.date.issued2019
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.description.abstractThe aim of the study is to evaluate the customer expectations and workplace efficiency of tourism industry in the competitive market environment. For this purpose, house of quality is applied to measure the relative importance of the customer expectations and to rank the workplace efficiency based on customer needs using the fuzzy systems. A set of criteria for the customer expectations and workplace efficiency is defined with the supported literature to weight and rank the factors. Fuzzy DEMATEL is applied for weighting the criteria and fuzzy VIKOR is used for ranking the technical factors of competitive tourism industry. The findings show that tourism companies should mainly focus on designing services for the customers to use easily. In this context, website of the tourism companies should be redeveloped so that the users should understand all details regarding the tourism companies much easily. In addition, technological competency should be provided by the tourism companies to increase their competitive power.
dc.identifier.citationDinçer, H. ve Yüksel, D. (2019). Analysis of the customer- based efficiency at workplace for tourism industry using house of quality. Handbook of Research on Positive Organizational Behavior for Improved Workplace Performance içinde (310-329. ss.). IGI Global. https://doi.org/10.4018/978-1-7998-0058-3.ch018
dc.identifier.doi10.4018/978-1-7998-0058-3.ch018
dc.identifier.endpage329
dc.identifier.isbn9781799800583
dc.identifier.isbn9781799800606
dc.identifier.scopusqualityN/A
dc.identifier.startpage310
dc.identifier.urihttps://doi.org/10.4018/978-1-7998-0058-3.ch018
dc.identifier.urihttps://hdl.handle.net/20.500.12511/4937
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherIGI Global
dc.relation.ispartofHandbook of Research on Positive Organizational Behavior for Improved Workplace Performanceen_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararası
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectDecision Making
dc.subjectIndustry
dc.subjectDecision-Making Trial
dc.titleAnalysis of the customer- based efficiency at workplace for tourism industry using house of quality
dc.typeBook Chapter

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