Utility Based Assessment of Business Excellence Factors for Five-Star Hotels in India using AHP

Abstract

The purpose of this paper is to determine the factors of business excellence which are important in formulation of long-term policies leading to competitive advantage in luxury hotels in India. Malcom Baldrige model of excellence was taken for further studies. A survey was conducted amongst 20 executives from top and middle level management working in luxury and five-star hotels in NCR. AHP was used as statistical tool to determine important criteria for decision making that will help in formulation of strategies for luxury hotels. It was concluded that strategic planning and leadership are two most important criteria of excellence for luxury hotels.