A fuzzy QFD approach using SERVQUAL and Kano models under budget constraint for hotel services

Quality enhancement in the hospitality industry can lead to satisfied customers, increase the number of visitors and positively affect the GDP of countries. This paper proposes a hybrid model using the House of Quality (HOQ), SERVQUAL and Kano models for the hotel industry under budget constraint. The model was then implemented at a hotel in the city of Rasht in Iran. After identifying 31 customer needs, they were prioritised using a combination...