{"id":394,"date":"2021-04-05T08:09:39","date_gmt":"2021-04-05T08:09:39","guid":{"rendered":"https:\/\/vinuni.edu.vn\/research\/?p=394"},"modified":"2022-09-05T08:10:24","modified_gmt":"2022-09-05T08:10:24","slug":"measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis","status":"publish","type":"post","link":"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/","title":{"rendered":"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis"},"content":{"rendered":"<p>Abstract<\/p>\n<p>We propose a network DEA (Data Envelopment Analysis) model that consists of internal and external service processes and employs customer satisfaction as an intermediate factor. Using the proposed model, we calculate four efficiency scores: service productivity score drawn from internal service process, service efficiency score drawn from external service process, overall efficiency score drawn from both internal and external service processes, and management efficiency score calculated without the intermediate output. By analyzing the four efficiency scores, we find that overall efficiency score is well suited to represent a hotel\u2019s comprehensive productivity. Our results support the validity of a network DEA model which includes customer satisfaction for analyzing hotel efficiency. Despite its important role that plays in hotel efficiency, customer satisfaction has been barely considered in the previous hotel efficiency studies. By analyzing hotel efficiency including customer satisfaction, this study sheds new light on the hotel efficiency research area and provides a valuable basis for future research.<\/p>\n<p>Authors: Chung K. and other author<\/p>\n<p>Read more about the article\u00a0<a href=\"https:\/\/journals.sagepub.com\/doi\/abs\/10.1177\/1938965520944914?journalCode=cqxb\">here<\/a><\/p>\n<p>Read more about the author\u2019s publications\u00a0<a href=\"https:\/\/vinuni.edu.vn\/people\/kyunghwa-chung\/\">here<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Abstract We propose a network DEA (Data Envelopment Analysis) model that consists of internal and external service processes and employs customer satisfaction as an intermediate factor. Using the proposed model, we calculate four efficiency scores: service productivity score drawn from internal service process, service efficiency score drawn from external service process, overall efficiency score drawn [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":395,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[3],"tags":[39],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.6.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis - Vinuni Research Website<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis - Vinuni Research Website\" \/>\n<meta property=\"og:description\" content=\"Abstract We propose a network DEA (Data Envelopment Analysis) model that consists of internal and external service processes and employs customer satisfaction as an intermediate factor. Using the proposed model, we calculate four efficiency scores: service productivity score drawn from internal service process, service efficiency score drawn from external service process, overall efficiency score drawn [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/\" \/>\n<meta property=\"og:site_name\" content=\"Vinuni Research Website\" \/>\n<meta property=\"article:published_time\" content=\"2021-04-05T08:09:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-09-05T08:10:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/vinuni.edu.vn\/research\/wp-content\/uploads\/2022\/09\/Measuring-Customer-Satisfaction-and-Hotel-Efficiency-Analysis-e1617706547987.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"564\" \/>\n\t<meta property=\"og:image:height\" content=\"351\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"phuong.ntn\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"phuong.ntn\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/\",\"url\":\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/\",\"name\":\"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis - Vinuni Research Website\",\"isPartOf\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#website\"},\"datePublished\":\"2021-04-05T08:09:39+00:00\",\"dateModified\":\"2022-09-05T08:10:24+00:00\",\"author\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/d19200a9f0488a2d6374d8641ee8c085\"},\"breadcrumb\":{\"@id\":\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#website\",\"url\":\"https:\/\/vinuni.edu.vn\/research\/\",\"name\":\"Vinuni Research Website\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/vinuni.edu.vn\/research\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/d19200a9f0488a2d6374d8641ee8c085\",\"name\":\"phuong.ntn\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/vinuni.edu.vn\/research\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/678312306781d0830679d2c1a8a112f1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/678312306781d0830679d2c1a8a112f1?s=96&d=mm&r=g\",\"caption\":\"phuong.ntn\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis - Vinuni Research Website","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/vinuni.edu.vn\/research\/measuring-customer-satisfaction-and-hotel-efficiency-analysis-an-approach-based-on-data-envelopment-analysis\/","og_locale":"en_US","og_type":"article","og_title":"Measuring Customer Satisfaction and Hotel Efficiency Analysis: An Approach Based on Data Envelopment Analysis - Vinuni Research Website","og_description":"Abstract We propose a network DEA (Data Envelopment Analysis) model that consists of internal and external service processes and employs customer satisfaction as an intermediate factor. 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