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

Table 4

Service quality improvement initiatives.

Action code	Initiatives	Class
	(i) Automation; (ii) Reservation radius; (iii) Room delivery & settlement	Acceptance and settlement system
	(i) Proper and on-time order; (ii) Help to carry luggage; (iii) Room and hotel environment cleanliness	Cleaning and service
	(i) Quality, quantity, and diversity; (ii) Sanitation and health; (iii) Service waiting time and cost	Food and beverage
	(i) Belongings and documents; (ii) Goods and items; (iii) Spouse and children	Hotel security
	(i) Facilities and equipment; (ii) Room size and hotel places; (iii) Silence; (iv) Service waiting time and cost; (v) Hotel view and lighting	Hotel facilities
	(i) Staff politeness and courtesy; (ii) Staff education and training; (iii) Team work; (iv) Hotel staff uniformity and cleanness	Hotel staff
	(i) Diversity and attractiveness; (ii) Special services; (iii) Modernity	Hotel recreational facilities