An Implementation of a Linguistic Multi-Criteria Decision Making Model: An Application to Tourism

被引：0
|
作者：
Alberto Carrasco, Ramon [1 ]
Francisca Blasco, Maria [1 ]
Herrera-Viedma, Enrique [2 ]
机构：
[1] Univ Complutense, Dept Mkt & Market Res, Madrid, Spain
[2] Univ Granada, Dept Comp Sci & Artificial Intelligence, Granada, Spain
来源：
ROUGH SETS AND CURRENT TRENDS IN SOFT COMPUTING, RSCTC 2014 | 2014年 / 8536卷
关键词：
SERVICE QUALITY;
D O I：
暂无
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
In tourism there are attempts to standardize the service quality evaluation, such as the SERVQUAL instrument, which is a five-item scale consisting of: tangibles, reliability, responsiveness, assurance and empathy. However, this scale is not commonly used in the most popular tourism websites. In this context, we present an implementation, using IBM SPSS Modeler, of a linguistic multi-criteria decision making model to integrate the hotel guests' opinions included in the WWW and expressed on other dimensions (or attributes) in order to obtain a SERVQUAL scale evaluation value of service quality. As a particular case study, we show an application example using TripAdvisor website.
引用
收藏
页码：232 / 239
页数：8
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