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
  • [41] Adaptive linguistic weighted aggregation operators for multi-criteria decision making
    Aggarwal, Manish
    APPLIED SOFT COMPUTING, 2017, 58 : 690 - 699
  • [42] Assessing the application of multi-criteria decision making techniques in hospitality and tourism research: a bibliometric study
    Vatankhah, Sanaz
    Darvishmotevali, Mahlagha
    Rahimi, Roya
    Jamali, Seyedh Mahboobeh
    Ale Ebrahim, Nader
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2023, 35 (07) : 2590 - 2623
  • [43] Multi-Criteria Decision Model based on AHP and Linguistic Information
    Karanik, Marcelo
    Gramajo, Sergio
    Wanderer, Leonardo
    Gimenez, Manuel
    Carpintero, Diana
    JOURNAL OF COMPUTER SCIENCE & TECHNOLOGY, 2014, 14 (01): : 16 - 24
  • [44] An Uncertain Linguistic Multi-criteria Group Decision-Making Method Based on a Cloud Model
    Wang, Jian-qiang
    Peng, Juan-juan
    Zhang, Hong-yu
    Liu, Tao
    Chen, Xiao-hong
    GROUP DECISION AND NEGOTIATION, 2015, 24 (01) : 171 - 192
  • [45] Applying a linguistic multi-criteria decision-making model to the analysis of ICT suppliers' offers
    Cid-Lopez, Andres
    Hornos, Miguel J.
    Carrasco, Ramon Alberto
    Herrera-Viedma, Enrique
    EXPERT SYSTEMS WITH APPLICATIONS, 2016, 57 : 127 - 138
  • [46] An Uncertain Linguistic Multi-criteria Group Decision-Making Method Based on a Cloud Model
    Jian-qiang Wang
    Juan-juan Peng
    Hong-yu Zhang
    Tao Liu
    Xiao-hong Chen
    Group Decision and Negotiation, 2015, 24 : 171 - 192
  • [47] Multi-criteria decision making with overlapping criteria
    Abdulla, Mohammed Shahid
    IIMB MANAGEMENT REVIEW, 2012, 24 (03) : 137 - 142
  • [48] Some new basic operations of probabilistic linguistic term sets and their application in multi-criteria decision making
    Yue, Na
    Xie, Jialiang
    Chen, Shuili
    SOFT COMPUTING, 2020, 24 (16) : 12131 - 12148
  • [49] Linguistic Hypersoft Set with Application to Multi-Criteria Decision-Making to Enhance Rural Health Services
    Saqlain M.
    Kumam P.
    Kumam W.
    Neutrosophic Sets and Systems, 2023, 61 : 28 - 52
  • [50] Distance and similarity measures for hesitant fuzzy linguistic term sets and their application in multi-criteria decision making
    Liao, Huchang
    Xu, Zeshui
    Zeng, Xiao-Jun
    INFORMATION SCIENCES, 2014, 271 : 125 - 142
12345