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Data Envelopment analysis Evaluation Framework of Hotel Services

通讯和计算机（中英文版） 2013年第2期10卷 193-201页

作者： Noor Afni Deraman Junaida Md Said ana salwa shafie Nor Rashidah Paujah @ Ismail Fadhlina Izzah Saman Faculty of Computer and Mathematical Sciences Universiti Teknologi MARA (Perak) 32610 Perak Malaysia Faculty of Computer and Mathematical Sciences Universiti Teknologi MARA (Melaka) Kampus Bandaraya 75300 Malaysia

Hotels are one of the serviced-based industries that contribute to the positive growth of modern economic of Malaysia through tourism activities. Due to this fact, the Malaysia government has included this sector into the Ninth Malaysia Plan and provided a lot of incentive to boost its performance. Thus, there is a need of mechanism to measure the performance of this industry to ensure it is on a good track. This research aims at designing a framework of DEA (data envelopment analysis) in order to evaluate the performance of hotels. The main objectives of this research are to develop DEA framework for analyzing hotel performance and to evaluate the DEA framework using a set of data. For this purpose, a CCR models has been adopted and the implementation is done using the LINGO software. Based on previous study, seven inputs and three outputs as indicator of the hotel efficiency and productivity have been identified. Using these variables, a set of questionnaire has been constructed and distributed to 20 hotels in Ipoh. Only 16 hotels gave cooperation but the sample is quite diversified. All of the data collected are used to test the model that measures the efficiency, rank and benchmarks of the hotels. The findings of this hotel, in year 2009, three hotels are efficient which rated as four star and three star hotels. The most inefficient hotel scored only 0.1125 which fall under one star hotel. Finally, the researchers suggest that a similar study is done using AI(Artificial Intelligence) overcome limitations of DEA approach.

关键词：三星级酒店数据包络分析服务框架 DEA方法 LINGO软件评价马来西亚 CCR模型

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