Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition

Table 2

Service quality improvement indices.

Index code	Factors	Class
	(i) The attractiveness of the location, facade design, and outdoor surrounding; (ii) Appealing and diversity of interior decoration; (iii) Cleanliness, uniformity, and appearance of staff; (iv) Modern entertainment and recreation facilities; (v) The hotel's interior and exterior are clean	Tangibles
	(i) Orders done by staff properly and on time; (ii) Cleanness and quality of rooms; (iii) Facilities of rooms (equipment worked properly)	Reliability
	(i) Proper welcoming of customers by employees at the front desk and reception; (ii) Employees responded promptly to my requests; (iii) Employees responded quickly to my problems (speed of service); (iv) Reservation and service cover area	Responsiveness
	(i) Staff experience and professionalism in providing error-free services; (ii) Staff politeness; (iii) I got what I paid for; (iv) Effort done by staff for security and comfort; (v) Hotel atmosphere (calm and quiet)	Assurance
	(i) Hotel prevision for customer necessities; (ii) Staff availability; (iii) I received undivided attention at the front desk; (iv) Staff flexibility in order to receive and respond guest requests; (v) Provision of special services for children, people with disabilities, and the elderly	Empathy