Selection of non-financial sustainability indicators as key elements for multi-criteria analysis of hotel chains

Nowadays, online information provided by corporate websites has a great impact on the hotel industry performance. According to existing studies, it is very likely that customers' and investors' decisions may change after consulting these portals. The environmental commitment of companies usually demonstrated stakeholders obtaining quality certifications eco-labels issued specialised entities in compliance with certain requirements. However, question how use sustainable indicators are scattered web or company reports problem requires further research. main objective this study develop robust reliable model assess sustainability chains based gathered from their reports. A literature review carried out specialists consulted determine critical factors affect sustainability. Once criteria non-financial have been chosen, they organised hierarchy according orientation. To achieve study, hybrid proposed includes two multi-criteria decision-making approaches, namely Analytic Hierarchy Process (AHP) Technique for Order Preference Similarity Ideal Solution (TOPSIS) method. AHP used weight criteria, ranking alternatives through TOPSIS. Subsequently, sensitivity analysis performed indicators. Finally, numerical example case largest Spanish illustrate function applicability With results obtained, possible establish selection since AHP-TOPSIS method provides any qualitative quantitative evaluation criterion, which interest different actors involved.