Evaluation and Ranking of Restaurants in Takestan County by Fuzzy TODIM Method Considering the Factors Affecting Customers' Satisfaction
Subject Areas : Urban Transportation
Kavian
Rahmani
1
(M.Sc.,Department of Industrial Engineering, Faculty of Engineering, Qom University, Qom, Iran)
Jalal
Rezaeenour
2
(Associate Professor, Department of Industrial Engineering, Faculty of Engineering, Qom University, Qom, Iran (Correspondent))
Keywords: Tourism, restaurant industry, Customers' Satisfaction, Prospect Theory, Fuzzy TODIM,
Abstract :
One of the important sectors of the tourism industry is the restaurant industry and the satisfactory experience of tourists from meals at tourist destination restaurants has a great influence on their overall satisfaction from the tourist place. The goal of the present study is to identify the factors affecting customers' satisfaction in the restaurant industry and evaluating and ranking of the restaurants according to the factors that have been carried out in five major restaurants in Takestan county. A questionnaire was used to collect information about the importance of each factor and also the level of customers' satisfaction. The weight of each factor was determined by Friedman test and then five recommended restaurants were rated by a fuzzy TODIM method which is a multi-criteria decision-making method based on prospect theory. The results of Friedman test showed that the freshness of food, the cleanliness of the restaurant environment, the healthy food and the appropriate price of food have the greatest effect on customers' satisfaction respectively. Good behavior of staff and health of food are among the strengths of restaurants and the lack of Takestan's local food the menu and the lack of a website are part of their weaknesses and should be more noticed by the restaurant managers. According to ranking results, Takhti, Shani, Baghdadi, Sahar and Ashpazbashi Restaurants ranked first to fifth respectively.
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