An integrated fuzzy AHP and fuzzy TOPSIS approach in the hotel industry

Abstract

In the context of the COVID-19 epidemic, the turnover intention rate is increasing day by day. The objective of this study is to identify the main factors influencing turnover intention in the Vietnam hospitality industry. The study utilizes the fuzzy AHP and fuzzy TOPSIS model to evaluate the dimensions of the hotel employee turnover intention model. The performance evaluation for employee turnover intention includes Work Itself, Supervision, Coworkers relationships, Salary and Benefit, Career Opportunities, Job Stress, Perceived Risk, and Job Insecurity. These dimensions generate a final evaluation for ranking priority among the employee turnover intention of the proposed model. The importance level of dimensions is evaluated by 17 experts, and decision-making is processed through the fuzzy concept and fuzzy environment. From the critical fuzzy AHP and fuzzy TOPSIS analysis results, the study shows that the most important dimensions of employee turnover intention in the hotel industry model are Salary and Benefit. Moreover, the results indicate that the least important dimensions are the Co-workers' Relationship, Supervision, and Career Opportunities. The second group dimensions that impact employee turnover in the context of the COVID-19 epidemic are Work Itself, Job Stress Perceived Risk, and Job Insecurity. Moreover, this study’s results show that three-star hotels have the highest value of turnover intention; the second is the Four and Five-star hotels, and the third is the Below three-star hotels. The results of the study will help businesses in the fields of hospitality have a more comprehensive view of human resource management activities. Especially, this study provides implications for hotel managers in understanding employee behavior and their turnover intention during the context of the COVID-19 epidemic based on the eight proposed dimensions.