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.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
References
Carrasco, R.A., Villar, P., Hornos, M., Herrera-Viedma, E.: A Linguistic Multi-Criteria Decision Making Model Applied to Hotel Service Quality Evaluation from Web Data Sources. Int. J. Intell. Syst. 27(7), 704–731 (2012)
Herrera, F., Martínez, L.: A 2-tuple fuzzy linguistic representation model for computing with words. IEEE Transactions on Fuzzy Systems 8(6), 746–752 (2000)
Herrera, F., Herrera-Viedma, E.: Linguistic decision analysis: Steps for solving decision problems under linguistic information. Fuzzy Sets and Systems 115(10), 67–82 (2000)
Herrera-Viedma, E., Herrera, F., Chiclana, F., Luque, M.: Some issues on consistency of fuzzy preference relations. European Journal of Operational Research 154(1), 98–109 (2004)
IBM SPSS Modeler. URL (consulted 2014), http://www.ibm.com/software/analytics/spss/products/modeler/
Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64, 12–40 (1988)
TripAdvisor. Branded sites alone make up the most popular and largest travel community in the world. URL (consulted 2014), http://www.tripadvisor.es
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this paper
Cite this paper
Carrasco, R.A., Blasco, M.F., Herrera-Viedma, E. (2014). An Implementation of a Linguistic Multi-Criteria Decision Making Model: An Application to Tourism. In: Cornelis, C., Kryszkiewicz, M., Ślȩzak, D., Ruiz, E.M., Bello, R., Shang, L. (eds) Rough Sets and Current Trends in Computing. RSCTC 2014. Lecture Notes in Computer Science(), vol 8536. Springer, Cham. https://doi.org/10.1007/978-3-319-08644-6_24
Download citation
DOI: https://doi.org/10.1007/978-3-319-08644-6_24
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-08643-9
Online ISBN: 978-3-319-08644-6
eBook Packages: Computer ScienceComputer Science (R0)