1Associate Professor, YMCA University of Science & Technology, Faridabad, Haryana, India
2Professor, YMCA University of Science & Technology, Faridabad, Haryana, India
Online published on 21 November, 2017.
In this paper the aim is to apply the analytic hierarchy process (AHP) framework to measure the service quality of hotels. The AHP approach described in this paper thus assists management to devise and maintain a relevant, competitive plan for ongoing improvements in service quality. The framework proposed here allows management to address two main issues pertaining to its competitive advantage: establishing its performance ranking in the marketplace; and identifying the service elements that most require improvement.
