Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/37945
Title: Quality of service and segmentation in the MICE industry: An approximation based on fuzzy logic
Authors: Martín, Juan Carlos 
Román, Concepción 
Gonzaga, Clara
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Fuzzy logic
Fuzzy triangular numbers
Quality of service
Segmentation in conferences
TOPSIS
Issue Date: 2017
Journal: Journal of Convention and Event Tourism 
Abstract: 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
Source: Journal of Convention and Event Tourism[ISSN 1547-0148],v. 18, p. 1-25
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