Name
Title | ||
|---|---|---|
Integrating a Tourism Service Quality Evaluation Linguistic Multi-criteria Decision Making Model into a Relational Database Management System. |
Abstract | ||
|---|---|---|
In this paper we present an implementation, using a conventional relational database management system, of a linguistic multi-criteria decision making model to integrate the hotel guests' opinions included in the WWW and expressed on several dimensions (or attributes) in order to obtain a SERVQUAL scale evaluation value of service quality. SERVQUAL scale is commonly used in tourism to standardize the service quality evaluation and is a five-item scale consisting of: tangibles, reliability, responsiveness, assurance and empathy. As a particular case study, we show an application example of the implemented model using TripAdvisor website. |
Year | DOI | Venue |
|---|---|---|
2017 | 10.1007/978-3-319-66830-7_37 | ADVANCES IN FUZZY LOGIC AND TECHNOLOGY 2017, VOL 1 |
Field | DocType | Volume |
Empathy,Decision-making models,Service quality,SERVQUAL,Knowledge management,Tourism,Relational database management system,Linguistics,Business | Conference | 641 |
ISSN | Citations | PageRank |
2194-5357 | 0 | 0.34 |
References | Authors | |
10 | 4 | |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Ramón Alberto Carrasco | 1 | 78 | 10.67 |
| María Francisca Blasco | 2 | 11 | 1.52 |
| Jesús García-Madariaga | 3 | 0 | 0.68 |
| Enrique Herrera-Viedma | 4 | 13105 | 642.24 |