Utiliza este identificador para citar o vincular este elemento: http://hdl.handle.net/10553/37945
Títulos: Quality of service and segmentation in the MICE industry: An approximation based on fuzzy logic
Autores/as: Martín Hernández, Juan Carlos 
Román García, Concepción 
Gonzaga, Clara
Clasificación UNESCO: 531290 Economía sectorial: turismo
Palabras clave: Fuzzy logic
Fuzzy triangular numbers
Quality of service
Segmentation in conferences
TOPSIS
Fecha de publicación: 2017
Revistas: Journal of Convention and Event Tourism 
Resumen: This article aims to evaluate the service quality experienced at academic conferences held at the Universidad Técnica Particular de Loja in Ecuador. Our approach is based on fuzzy logic and ideal solutions to calculate a global attendee satisfaction index for specific market segments: Gender, nationality, and age. Current literature on the service quality experienced by conference attendees is still scarce. Our results show that the analyzed segments experience varying levels of satisfaction, and that the more influential attributes to each of them are also different. Our results can be applied to improve the competitiveness of Loja and that of Universidad Técnica Particular de Loja.
URI: http://hdl.handle.net/10553/37945
ISSN: 1547-0148
DOI: 10.1080/15470148.2016.1154808
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