A benchmark-driven approach for cost-effective service operations improvement in hotels: integrating analytic hierarchy process, gap analysis and integer programming

Purpose This paper develops a systematic framework for benchmarking and improving customer satisfaction in hotel services, guiding decision-makers on operational enhancements and effective value-added service deployment. Design/methodology/approach This research integrates the analytic hierarchy process, gap analysis and integer programming to map customer preferences, identify service deficiencies and create mathematical models for optimizing service improvements, focusing on cost minimization. Findings The findings affirm that food quality and service delivery are eminent indicators of guest satisfaction, demonstrating the framework’s efficacy in prioritizing interventions and optimizing resource allocation for operational enhancement. Research limitations/implications The study’s empirical application is limited to a single entity (a hotel), which restricts immediate generalizability. Future research should explore and validate the model's applicability in multi-site or cross-country settings to enhance its broader practical relevance and theoretical robustness. Practical implications The framework provides hotel managers with a transparent, data-driven decision-support tool. This facilitates prioritized problem identification and cost-optimized resource allocation, fostering continuous improvement and sustainable competitive advantage. Originality/value This study provides a novel, data-driven decision-support tool for hotel managers, bridging theory and practice by enabling prioritized problem identification and cost-optimized resource allocation, while suggesting future multi-site validation for broader applicability.