Paper Info
Title
An Implementation Of A Linguistic Multi-Criteria Decision Making Model: An Application To Tourism
Abstract
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.
Year
DOI
Venue
2014
10.1007/978-3-319-08644-6_24
ROUGH SETS AND CURRENT TRENDS IN SOFT COMPUTING, RSCTC 2014
Field
DocType
Volume
Empathy,Decision-making models,IBM,Service quality,SERVQUAL,Tourism,Knowledge management,Engineering,Fuzzy preference relation,Linguistics
Conference
8536
ISSN
Citations 
PageRank 
0302-9743
2
0.38
References 
Authors
4
3
Name
Order
Citations
PageRank
Ramón Alberto Carrasco17810.67
María Francisca Blasco2111.52
Enrique Herrera-Viedma313105642.24