模糊多準則專家決策法於五星級觀光旅館服務品質評選之研究

A Study of Applying Fuzzy Criteria Expert Decision-Making Method in the Service Quality Selection of Five-Star Tourist Hotel

朱峻廷(Jun-Ting Ju)

指導教授 ： 吳有龍

義守大學/電機資訊學院/資訊工程學系/博士(2017年)

摘要

觀光業是目前全球最大最富生機的產業，聯合國世界旅遊組織數字顯示觀光業佔全球生產總額的11%，且將2017年訂為國際永續觀光發展年。在台灣觀光市場處於從量變到質變的結構轉型階段，我國將成為千萬觀光大國之際，品質及價值的提升更顯重要。觀光業持續強勁的增長的同時，國內五星國際級觀光旅館數成長，自是不容忽視的重要國際旅遊品質指標，台灣與國際五星級觀光旅館發展情形比較，除了起步較晚，並已失去較多市場競爭優勢外，且需要全面檢視過去以求與國際品質接軌，未來決心要以做為亞洲主要旅遊目的地的台灣，必須將國際級五星級觀光旅館數成長及品質提升，定位為提昇台灣國際旅遊品質提升的重要指標之一。
本研究利用「多準則決策」(Multiple Criteria Decision Making, MCDM)專家決策法，研擬建構一套可提供政府及國內五星級觀光旅館最有利評選參考之專家決策模式。特以「五星級觀光旅館服務品質評選」為例，探討如何在不同且有限的各種評估環境，選出最優質服務品質的五星級觀光旅館。將藉FMCDM理論，結合多數專家意見，給予適當評估準則之權重及模糊數，經整合評比後，再利用模糊TOPSIS法進行排序，以作為評選最佳「五星級觀光旅館服務品質評選」之依據及參考。
研究結果發現，八間參賽酒店經由六位決策專家在八個評估準則整合評比後，得到的最佳評選酒店排序分別為W4>W7>W8>W3>W5>W2>W6>W1，所以W4為最佳評選酒店。

關鍵字

五星級觀光旅館 ； 星級評鑑 ； 專家決策法 ； 服務品質

並列摘要

The tourism industry is currently the world's largest and most vibrant industry, the United Nations World Tourism Organization figures show that the tourism industry accounted for 11% of global production, and 2017 as the International Year of Sustainable Development. In the Taiwan tourism market in the quantitative change from qualitative change in the structure of the transition stage, China will become the occasion of tens of millions of tourism, the quality and value of the promotion is more important. Tourism industry continued strong growth at the same time, the domestic five-star international tourist number growth, since can not be ignored important international tourism quality indicators, Taiwan and international five-star tourist hotel development situation, in addition to start late, and has lost more Multi-market competitive advantage, and the need for a comprehensive view of the past in order to integrate with international quality, the future determined to be as Asia's main tourist destination in Taiwan, must be international-class five-star tourist hotel growth and quality improvement, Taiwan international tourism quality improvement one of the important indicators.
In this study, we use FMCDM expert decision-making method to develop a set of expert decision-making model which can provide the best choice for government and domestic five-star tourist hotel. Special five-star tourist hotel service quality selection "as an example, to explore how different and limited variety of assessment environment, select the best quality service quality five-star tourist hotel. Will use the FMCDM theory, combined with the majority of expert opinion, given the appropriate assessment criteria of the weight and fuzzy number, after the integration evaluation, and then use the fuzzy TOPSIS method to sort, as the best selection of "five-star tourist hotel service quality selection" basis And reference.
The results of the study found that the eight participating hotels were ranked W4>W7>W8>W3>W5>W2>W6>W1 after the eight evaluation criteria were integrated by the six decision-makers. Best Choice Hotel.

並列關鍵字

Five-star tourist hotel ； star rating ； FMCDM ； expert decision-making method ； service quality ； TOPSIS

參考文獻

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