Bagher Asgarnezhad Nouri - Assistant Professor of marketing, Department of Managent, Faculty of Humanities, University of Mohaghegh Ardabili, Ardabil, Iran
Milad Soltani - M.A. Student of MBA, Faculty of Business Management, European University of Cyprus, Nicosia, Cyprus

Management service has brought about great changes in services in the recent decades. Accordingly, in order to bring certain changes in service organizations systems and also to amend the fundamentals and daily improvement of quality-orientation and to respond to the changing demands of the society, the evaluation of the customers’ viewpoints towards management of service quality, as one of the main factors of success and also as a base in keeping and improving the merits of competition among service organizations, has become significant. Therefore, this study aims at ranking the importance of the aspects of service quality base on SERVQUAL model in hotel industry.Statistical population of the research is a group of customers at Hilton Hotel in Nicosia. Data collection for the research variables has been done through using SERVQUAL questionnaire based on matrix of paired-comparisons. In order to analyze the research data in ranking the importance of service quality dimensions based on SERVQUAL model, there has been used the Analytical Hierarchy Process as one of the main ways in Multiple Attribute Decision Making.

Services, Quality, SERVQUAL Model, Analytical Hierarchy Process, Hilton Hotel