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Title: Fuzzy logic to assess service quality at arts festivals
Authors: Du Plessis, Engelina
Martin, Juan Carlos 
Roman, Concepcion 
Slabbert, Elmarie
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Arts festival
Fuzzy number
Innibos National Arts Festival
Service quality
TOPSIS, et al
Issue Date: 2018
Publisher: 1525-9951
Journal: Event Management 
Abstract: Service quality is a key factor in the success or failure of tourism products such as festivals. The intangible nature of some elements of service quality creates challenges in the measurement thereof. This study measured service quality at the Innibos National Arts Festival in June 2013, using a multicriteria model based on fuzzy numbers. This method has not previously been applied to a festival, so this study is innovative in using this subtle way of measuring service quality and adding an alternative to measuring service quality of festivals. The festival's competitive quality advantage lies in the visually attractive environment, the sufficiency of equipment, the festive atmosphere, and accessibility of information. Gender, age, and frequency of attendance were found to be moderating factors of service quality at festivals.
ISSN: 1525-9951
DOI: 10.3727/152599518X15264726192442
Source: Event Management[ISSN 1525-9951],v. 22, p. 501-516
Appears in Collections:Artículos
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