MCDA–VIKOR-Based Evaluation of Tourism Services in the Historic Quarters of Berat, Albania

Abstract

Albanian tourism industry has advanced greatly since the collapse of the communism, making it today an important factor in the country’s economic growth. The transition was not easy, as decades of isolation had left the hospitality infrastructure underdeveloped and limited international recognition. The status of some Albanian cities as UNESCO World Heritage Sites has greatly boosted the country’s attraction to international tourists. Further government policy priorities and infrastructure enhancement have increased the popularity of Albanian tourist locations and the rising numbers of foreigners visiting. The study uses multi-criteria decision analysis (MCDA) to evaluate the quality of services in three historic quarters of Berat city: Kala (castle), Gorica, and Mangalem. The Analytic Hierarchy Process (AHP) is used to estimate the weight of criteria, and the VIKOR method to rank the alternatives (quarters) in six dimensions: service quality, cleanliness, value, atmosphere, price, and location. TripAdvisor assessment reviews of 1,247 travelers from the period of 2021 to 2024 and municipal tourism records served as the data sources. AHP weighting identified Service Quality (22%) as the dominant criterion. VIKOR analysis ranked Mangalem first (Q = 0.000), Gorica second (Q = 0.490), and Kala third (Q = 1.000). In addition to its analytical value for the evaluation of heritage tourism, this study contributes to the theoretical application of hybrid MCDA frameworks in UNESCO heritage contexts and presents evidence-based policy suggestions to local stakeholders and decision-makers who wish to improve visitor experiences at heritage locations.

Received: 20 February 2026  │  Accepted: 10 June 2026  │  Published: 23 July 2026