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Evaluation of the hotels e-services quality under the user’s experience

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Abstract

While the SERVQUAL scale has met with greater success than other initiatives in the Internet context, the various adaptations and changes made to the measurement scales often make it difficult to compare results over time; a key aspect that companies must take into account when implementing their market-oriented strategies. Even when the time horizons are the same, it is often impossible to aggregate the results if different types of surveys and measurement scales are used; a practice which is, at the same time, customary. Moreover, the wide range of data collection methodologies and measurement scales used by different companies in the same market prevents comparing the results of surveys to evaluate service quality. In this paper, we present a linguistic multi-criteria decision-making model for aggregating these heterogeneous questionnaires with opinions about quality of the e-service offered by the hotels through several websites taking into account the experience on WWW of such users. The study found that all the scales have been slightly better evaluated for Travel 2.0 websites in general that for the studied hotel and established a ranking depending on the website from best to worst score on all SERVQUAL scales: hotel Tripadvisor webpage, hotel Facebook profile and official hotel blog.

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Acknowledgments

This work has been developed with the financing of FEDER funds in National Project TIN2013-40658-P and the Andalusian Excellence Project TIC-5991.

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Authors and Affiliations

  1. Department of Marketing and Market Research, Faculty of Commerce and Tourism, Complutense University, Spain, 28008, Madrid, Spain

    Ramón Alberto Carrasco & María Francisca Blasco

  2. Department of Marketing and Market Research, University of Granada, Spain, 18071, Granada, Spain

    Juan Sánchez-Fernández & Francisco Muñoz-Leiva

  3. Department of Computer Science and Artificial Intelligence, University of Granada, Spain, 18071, Granada, Spain

    Enrique Herrera-Viedma

Authors
  1. Ramón Alberto Carrasco
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  2. Juan Sánchez-Fernández
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  3. Francisco Muñoz-Leiva
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  4. María Francisca Blasco
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  5. Enrique Herrera-Viedma
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Correspondence to Ramón Alberto Carrasco.

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Communicated by V. Loia.

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Carrasco, R.A., Sánchez-Fernández, J., Muñoz-Leiva, F. et al. Evaluation of the hotels e-services quality under the user’s experience. Soft Comput 21, 995–1011 (2017). https://doi.org/10.1007/s00500-015-1832-0

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