Measuring the quality of hospitality at Antalya

Tourism has become an important pillar of the Turkish economy. Therefore, service quality of the catering sector deserves and attracts attention. This paper employs data envelopment analysis (DEA), a linear programming method, to gauge the validity of official quality ratings at Antalya, a major sea...

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Bibliographic Details
Published in:The international journal of tourism research 2007-01, Vol.9 (1), p.51-57
Main Author: Davutyan, Nurhan
Format: Article
Language:English
Subjects:
benchmarking
Catering
Data envelopment analysis
hospitality management
Linear programming
Quality of service
Standardization
Studies
Tourism
travel research
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Summary:Tourism has become an important pillar of the Turkish economy. Therefore, service quality of the catering sector deserves and attracts attention. This paper employs data envelopment analysis (DEA), a linear programming method, to gauge the validity of official quality ratings at Antalya, a major seaside resort. This benchmarking‐based technique is applied to standardise the ‘starring’ system used by regulators and rating agencies. This is done by using efficiency scores generated by the DEA technique. Such standardisation helps tourists and tour operators. In addition, a second‐stage Tobit regression identifies the causes of inefficiency, and the managerial implications of the findings are discussed. Copyright © 2007 John Wiley & Sons, Ltd.
ISSN:1099-2340
1522-1970
DOI:10.1002/jtr.580