Progress in Business Innovation & Technology Management

Volume 1, Number 3, October 2011


Title
Analysis of Hotel Service Quality Perceptions Using Fuzzy TOPSIS

ABSTRACT

Content this study applies an evaluation approach on assessing perceived service quality based on the Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). Two study groups comprise this research, namely, customers and employees. This study includes 15 evaluation criteria assessed by and 112 employees and customers from the four hotels in Taiwan. The use of triangular fuzzy numbers (TFNs) handles the vagueness and subjectivity inherent in the gathered linguistic information. This study applies TOPSIS method to the importance weights of evaluation criteria and to synthesize the ratings of the studied hotels in fuzzy environment. The study result obtains a crisp overall performance value for each hotel to make a final comparison between the perceptions of the two research groups.

Keywords: Fuzzy set theory, TOPSIS, service quality

Authors
Yi-Li Cheng,
Yuan-Hsu Lin
Ming-Lang Tseng
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Title
Economic Growth and Employment in Central America Maquiladoras

ABSTRACT

The objective of this paper is to analyze the different perspectives of the roles played by the maquiladora in Central America as a lever of economic growth and social development in the region. Maquiladoras are industries that import materials and equipment, perform assembly or manufacturing processes, then re-export the finished goods to other countries. After a brief historical review of the maquiladoras emergence in the Central America region, the context is analyzed to underline the legal regime of temporal import and legal regime of managerial oriented free zone or fiscal precinct. Afterwards, the impacts that the maquiladoras have had in the regional economic growth and employment generation under the variable of the Asian competence is analyzed. After the discussion, prospective scenarios are analyzed and several strategies are recommended, including the promoting and creation of maquiladoras that go beyond the competitive advantage of cheap human labor. The Central America countries must design and implement strategies of diversification of the maquiladora development process in industrial sectors that require greater added value and technological innovation.

Keywords: Central America, Economic Growth, Employment, In Bound Industries

Authors
Jose G Vargas-Hernandez
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Title
Continuity of Fuzzy Approximate Reasoning Using Height Defuzzification Method on L2 Space and Its Application to Optimal Problem

ABSTRACT

The mathematical framework for studying of a height defuzzification method in fuzzy approximate reasoning is presented in this study. It is one of the defuzzification methods besides the center of gravity method which is the best well known defuzzification method. The continuity of the defuzzification methods on L2 space and its application to a fuzzy feedback control are discussed. The existence of IF-THEN rules which minimize the continuous cost function of fuzzy control is obtained by the Weierstrassian theorem with compactness of the set of membership functions.

Keywords: Fuzzy control, approximate reasoning, height method, functional space

Authors
Takashi Mitsuishi
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Title
Harmonisation of the CI activity in an international industrial company

ABSTRACT

The objective of this study was to create a harmonised continuous improvement operating model (CI model) for the case company. At present, the case company has several different operating models for the CI activity, and their implementation varies depending on the unit. The case company also has units, which do not practice CI activity at all or the unit is still waiting for instructions from the Group on how to organise its CI activity. This means that there is a mass of unutilised know-how of the personnel, which the case company could use to improve its competitiveness. The study presents a proposed solution to this problem.

In this study, the theoretical framework for continuous improvement was established, on the basis of topical research in the field. The literature section of the study presents the benefits and challenges connected to the CI activity, which the company must take into account, in order to organise a well-functioning CI activity. In addition, operating model solutions for the CI activity are suggested in the study. The empirical part of the study is presented in two phases. In the first phase, interviews were carried out in the units of the case company that most actively practice CI activity and in one of the case units of the company, where the CI activity was terminated because of poor results. The second phase describes interviews aimed at external companies where the CI activity has been successfully practiced. Based on the interviews, a model of the best CI operating models of the internal and external interview units is formed.

As the research result, an improvement proposal model for the case company is presented. In the model, the CI activity and suggestion scheme are combined into a single operating model. The operating model combines the requirements of the CI activity, which have been indicated in the literature, and the observations on the best functioning CI operating model made in the empirical section. The giving, handling and implementation, as well as the reward practices of an improvement proposal, are described in the proposed operating model. The possibilities for the personnel to easily make an improvement proposal and the ability of the organisation to efficiently handle and implement the proposal are emphasised in the solution. In the operating model, employees and departments are authorised to make swift decisions regarding the implementation of improvement proposals, for which the management provides visible support.

Keywords: Continuous improvement, CI activity, Improvement proposal activity

Authors
Pekka Tervonen
Harri Haapasalo Heikki Pietola
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