Evaluation of the hotels e-services quality under the user’s experience

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• 作者：Ramón Alberto Carrasco ; Juan Sánchez-Fernández ; Francisco Muñoz-Leiva…
• 关键词：Linguistic multi ; criteria decision making ; SERVQUAL ; 2 ; Tuple fuzzy linguistic model
• 刊名：Soft Computing
• 出版年：2017
• 出版时间：February 2017
• 年：2017
• 卷：21
• 期：4
• 页码：995-1011
• 全文大小：
• 刊物类别：Engineering
• 刊物主题：Computational Intelligence; Artificial Intelligence (incl. Robotics); Mathematical Logic and Foundations; Control, Robotics, Mechatronics;
• 出版者：Springer Berlin Heidelberg
• ISSN：1433-7479
• 卷排序：21

文摘

While the SERVQUAL scale has met with greater success than other initiatives in the Internet context, the various adaptations and changes made to the measurement scales often make it difficult to compare results over time; a key aspect that companies must take into account when implementing their market-oriented strategies. Even when the time horizons are the same, it is often impossible to aggregate the results if different types of surveys and measurement scales are used; a practice which is, at the same time, customary. Moreover, the wide range of data collection methodologies and measurement scales used by different companies in the same market prevents comparing the results of surveys to evaluate service quality. In this paper, we present a linguistic multi-criteria decision-making model for aggregating these heterogeneous questionnaires with opinions about quality of the e-service offered by the hotels through several websites taking into account the experience on WWW of such users. The study found that all the scales have been slightly better evaluated for Travel 2.0 websites in general that for the studied hotel and established a ranking depending on the website from best to worst score on all SERVQUAL scales: hotel Tripadvisor webpage, hotel Facebook profile and official hotel blog.