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
相关论文
共 50 条
  • [31] An outranking method for multi-criteria decision making with duplex linguistic information
    Yang, Wu-E
    Wang, Jian-Qiang
    Wang, Xin-Fan
    FUZZY SETS AND SYSTEMS, 2012, 198 : 20 - 33
  • [32] An approach to multi-criteria group decision making with linguistic preference information
    Li, Quan
    PROCEEDINGS OF 2008 IEEE INTERNATIONAL CONFERENCE ON NETWORKING, SENSING AND CONTROL, VOLS 1 AND 2, 2008, : 494 - 497
  • [33] Subjective and objective information in linguistic multi-criteria group decision making
    Merigo, Jose M.
    Palacios-Marques, Daniel
    Zeng, Shouzhen
    EUROPEAN JOURNAL OF OPERATIONAL RESEARCH, 2016, 248 (02) : 522 - 531
  • [34] Comparisons of probabilistic linguistic term sets for multi-criteria decision making
    Bai, Chengzu
    Zhang, Ren
    Qian, Longxia
    Wu, Yaning
    KNOWLEDGE-BASED SYSTEMS, 2017, 119 : 284 - 291
  • [35] Multi-criteria linguistic interval group decision-making approach
    Wang Jianqiang & Chen Xiaohong School of Business
    Journal of Systems Engineering and Electronics, 2008, (05) : 934 - 938
  • [36] Multi-criteria linguistic interval group decision-making approach*
    School of Business, Central South Univ., Changsha, 410083, China
    J Syst Eng Electron, 2008, 5 (934-938):
  • [37] Linguistic multi-criteria decision-making with representing semantics by programming
    Yang, Wu-E
    Ma, Chao-Qun
    Han, Zhi-Qiu
    INTERNATIONAL JOURNAL OF SYSTEMS SCIENCE, 2017, 48 (02) : 225 - 235
  • [38] Multi-criteria decision making with expansion of incomplete linguistic preference relations
    Wang, Tien-Chin
    Hsu, Shu-Chen
    Chiang, Yu-Chen
    WSEAS Transactions on Mathematics, 2007, 6 (09) : 817 - 823
  • [39] Sensitivity of multi-criteria decision making to linguistic quantifiers and aggregation means
    Ben-Arieh, D
    COMPUTERS & INDUSTRIAL ENGINEERING, 2005, 48 (02) : 289 - 309
  • [40] Linguistic multi-criteria decision making for energy and environmental corporate policy
    Doukas, Haris
    Tsiousi, Anastasia
    Marinakis, Vangelis
    Psarras, John
    INFORMATION SCIENCES, 2014, 258 : 328 - 338
12345