Skip to main content
SpringerLink
Log in
Book cover

Proceedings of the Conference of the European Society for Fuzzy Logic and Technology

International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets

EUSFLAT 2017, IWIFSGN 2017: Advances in Fuzzy Logic and Technology 2017 pp 408–418Cite as

Integrating a Tourism Service Quality Evaluation Linguistic Multi-criteria Decision Making Model into a Relational Database Management System

  • Conference paper
  • First Online:

  • 930 Accesses

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 641))

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.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  1. 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)

    Article  Google Scholar 

  2. Carrasco, R.A., Blasco, M.F., Herrera-Viedma, E.: An implementation of a linguistic multi-criteria decision making model: an application to tourism. In: International Conference on Rough Sets and Current Trends in Computing, pp. 232–239. Springer, Berlin (2014)

    Google Scholar 

  3. Herrera, F., Martínez, L.: A 2-tuple fuzzy linguistic representation model for computing with words. IEEE Trans. Fuzzy Syst. 8(6), 746–752 (2000)

    Article  Google Scholar 

  4. Herrera, F., Herrera-Viedma, E.: Linguistic decision analysis: steps for solving decision problems under linguistic information. Fuzzy Sets Syst. 115(10), 67–82 (2000)

    Article  MathSciNet  MATH  Google Scholar 

  5. Herrera-Viedma, E., Herrera, F., Chiclana, F., Luque, M.: Some issues on consistency of fuzzy preference relations. Eur. J. Oper. Res. 154(1), 98–109 (2004)

    Article  MathSciNet  MATH  Google Scholar 

  6. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J. Retail. 64, 12–40 (1988)

    Google Scholar 

  7. Feuerstein, S., Pribyl, B., Dawes, C.: Oracle PL/SQL Language Pocket Reference: A Guide to Oracle’s PL/SQL Language Fundamentals. O’Reilly Media, Sebastopol (2015)

    MATH  Google Scholar 

  8. TripAdvisor: Branded sites alone make up the most popular and largest travel community in the world (consulted 2017). http://www.tripadvisor.es

  9. Carrasco, R.A., Muñoz-Leiva, F., Hornos, M.J.: A multidimensional data model using the fuzzy model based on the semantic translation. Inf. Syst. Front. 15(3), 351–370 (2013)

    Article  Google Scholar 

  10. Hassan, A., Ravat, F., Teste, O., Tournier, R., Zurfluh, G.: Differentiated multiple aggregations in multidimensional databases. In: Transactions on Large-Scale Data- and Knowledge-Centered Systems XXI, pp. 20–47. Springer, Berlin (2015)

    Google Scholar 

  11. Carrasco, R.A., Villar, P., Hornos, M.J., Herrera-Viedma, E.: A linguistic multi-criteria decision making model applied to the integration of education questionnaires. Int. J. Comput. Intell. Syst. 4(5), 946–959 (2011)

    Article  Google Scholar 

  12. Cid-López, A., Hornos, M.J., Carrasco, R.A., Herrera-Viedma, E.: SICTQUAL: a fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective. Appl. Soft Comput. 37, 897–910 (2015)

    Article  Google Scholar 

  13. Cid-López, A., Hornos, M.J., Carrasco, R.A., Herrera-Viedma, E.: Applying a linguistic multi-criteria decision-making model to the analysis of ICT suppliers’ offers. Expert Syst. Appl. 57, 127–138 (2016)

    Article  Google Scholar 

  14. Carrasco, R.A., Sánchez-Fernández, J., Muñoz-Leiva, F., Blasco, M.F., Herrera-Viedma, E.: Evaluation of the hotels e-services quality under the user’s experience. Soft. Comput. 21(4), 995–1011 (2017)

    Article  Google Scholar 

Download references

Acknowledgements

This paper has been developed with the FEDER financing of Projects TIN2013-40658-P and TIN2016-75850-R.

Author information

Authors and Affiliations

  1. Department of Marketing and Market Research, Complutense University, Madrid, Spain

    Ramón Alberto Carrasco, María Francisca Blasco & Jesús García-Madariaga

  2. Department of Computer Science and Artificial Intelligence, University of Granada, Granada, Spain

    Enrique Herrera-Viedma

Authors
  1. Ramón Alberto Carrasco
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. María Francisca Blasco
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Jesús García-Madariaga
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Enrique Herrera-Viedma
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Ramón Alberto Carrasco .

Editor information

Editors and Affiliations

  1. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Janusz Kacprzyk

  2. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Eulalia Szmidt

  3. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Sławomir Zadrożny

  4. Department of Bioinformatics and Mathematical Modelling, Institute of Biophysics and Biomedical Engineering, Bulgarian Academy of Sciences, Sofia, Bulgaria

    Krassimir T. Atanassov

  5. WIT - Warsaw School of Information Technology, Warsaw, Poland

    Maciej Krawczak

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer International Publishing AG

About this paper

Cite this paper

Carrasco, R.A., Blasco, M.F., García-Madariaga, J., Herrera-Viedma, E. (2018). Integrating a Tourism Service Quality Evaluation Linguistic Multi-criteria Decision Making Model into a Relational Database Management System. In: Kacprzyk, J., Szmidt, E., Zadrożny, S., Atanassov, K., Krawczak, M. (eds) Advances in Fuzzy Logic and Technology 2017. EUSFLAT IWIFSGN 2017 2017. Advances in Intelligent Systems and Computing, vol 641. Springer, Cham. https://doi.org/10.1007/978-3-319-66830-7_37

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-66830-7_37

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-66829-1

  • Online ISBN: 978-3-319-66830-7

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation