Skip to main content
Springer Nature Link
Log in

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

  • Methodologies and Application
  • Published:
Soft Computing Aims and scope Submit manuscript

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.

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

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4
Fig. 5

Similar content being viewed by others

Explore related subjects

Discover the latest articles, news and stories from top researchers in related subjects.

References

  • Alonso S, Cabrerizo FJ, Chiclana F, Herrera F, Herrera-Viedma E (2009) Group decision-making with incomplete fuzzy linguistic preference relations. Int J Intell Syst 24(2):201–222

    Article  MATH  Google Scholar 

  • Brasil RMN, García FC, Antonialli LM (2006) Qualidade percebida em serviços: o caso dos clientes de correspondentes bancários da Caixa Econômica Federal. Anais ENAMPAD, Brasil

    Google Scholar 

  • Cabrerizo FJ, Herrera-Viedma E, Pedrycz W (2013) A method based on PSO and granular computing of linguistic information to solve group decision making problems defined in heterogeneous contexts. Eur J Oper Res 230(3):624–633

    Article  MathSciNet  MATH  Google Scholar 

  • Carrasco RA, Villar P, Hornos MJ, Herrera-Viedma E (2012) A linguistic multicriteria decision making model applied to hotel service quality. Int J Intell Syst 27:704–731

    Article  Google Scholar 

  • Carrillat FA, Jaramillo F, Mulki JP (2007) The validity of the SERVQUAL and SERVPERF scales: a meta-analytic view of 17 years of research across five continents. Int J Serv Ind Manag 18(5):472–490

    Article  Google Scholar 

  • Chang-ping H, Sheng-li D (2006) Elements and models analysis of website information architecture based on user experience. Inf Sci 3:321–325

    Google Scholar 

  • Chiou HK, Tzeng GH, Cheng DC (2005) Evaluating sustainable fishing development strategies using fuzzy MCDM approach. Omega 33:223–234

    Article  Google Scholar 

  • Connolly DJ, Olsen MD, Moore RG (1995) The Internet as a distribution channel. Cornell Hotel Restaur Adm Q 39(4):42–54

    Article  Google Scholar 

  • Cristobal E, Flavián C, Guinaliu M (2007) Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty. Manag Serv Qual 17(3):317–340

    Article  Google Scholar 

  • Cronin JJ, Brady MK, Hult GTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment. J Retail 76(2):193–218

    Article  Google Scholar 

  • Delgado M, Verdegay JL, Vila MA (1993) On aggregation operations of linguistic labels. Int J Intell Syst 8:351–370

    Article  MATH  Google Scholar 

  • Deng W, Pei W (2009) Fuzzy neural based importance-performance analysis for determining critical service attributes. Expert Syst Appl 36(2):3774–3784

    Article  MathSciNet  Google Scholar 

  • Gefen D (2002) Customer loyalty in E-commerce. J Assoc Inf Syst 3:27–51

    Google Scholar 

  • González ME, Dentiste MR, Rhonda MW (2008) An alternative approach in service quality: an e-banking case study. Qual Manag J 15(1):41

    Google Scholar 

  • Grönroos C (1996) Relationship marketing: strategic and tactical implications. Manag Decis 34(3):5–14

    Article  Google Scholar 

  • Han SL, Baek S (2004) Antecedents and consequences of service quality in online banking: an application of the SERVQUAL instrument. Adv Consum Res 31:208–214

    Google Scholar 

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

    Article  MathSciNet  MATH  Google Scholar 

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

    Article  Google Scholar 

  • Herrera F, Herrera-Viedma E, Verdegay JL (1996) Direct approach processes in group decision making using linguistic OWA operators. Fuzzy Sets Syst 79:175–190

    Article  MathSciNet  MATH  Google Scholar 

  • Herrera F, Alonso S, Chiclana F, Herrera-Viedma E (2009) Computing with words in decision making: foundations, trends and prospects. Fuzzy Optim Decis Mak 8(4):337–364

    Article  MATH  Google Scholar 

  • Herrera-Viedma E, Herrera F, Martínez L, Herrera JC, López AG (2004) Incorporating filtering techniques in a fuzzy linguistic multi-agent model for information gathering on the web. Fuzzy Sets Syst 148:61–83

    Article  MathSciNet  MATH  Google Scholar 

  • HotelBotanico (2013) Official webpage of the hotel Botánico located in Tenerife, Spain. http://www.hotelbotanico.com

  • HotelBotanicoBlog (2013) Official blog of the hotel Botánico located in Tenerife, Spain. http://www.hotelbotanico.com/blog

  • HotelBotanicoFacebook (2013) Faceebook blog of the hotel Botánico located in Tenerife, Spain. http://www.hotelbotanico.com/blog

  • HotelBotanicoTripadvisor (2013) Tripadvisor blog of the hotel Botánico. http://www.tripadvisor.es/hotelbotanico

  • Hsu TH, Chang KC, Pan FC (2004) Service quality evaluation in Taiwan’s international chain hotels using fuzzy MCDM. In: Proceedings of 17th international conference on multiple criteria decision making. Whistler British Columbia, Canada, pp 1–10

  • Huang TT, Huang WT (2005) Using statistical data and signed distance of fuzzy aggregate evaluation method on application of measuring service quality of hotel. Int J Inf Manag Sci 16(3):17–35

    MathSciNet  MATH  Google Scholar 

  • Janda S, Trocchia PJ, Gwinner KP (2002) Consumer perceptions of Internet retail service quality. Int J Serv Ind Manag 13(5):412–431

    Article  Google Scholar 

  • Jun M, Cai S (2001) The key determinants of Internet banking service quality: a content analysis. Int J Bank Mark 19(7):276–291

    Article  Google Scholar 

  • Kang GD, James J (2004) Service quality dimensions: an examination of Gronroos’s service quality model. Manag Serv Qual 12(4):266–277

    Article  Google Scholar 

  • Khan MS, Mahapatra SS (2009) Service quality evaluation in internet banking: an empirical study in India. Int J Indian Cult Bus Manag 2(1):30–46

    Article  Google Scholar 

  • Kohli AK, Jaworski BJ (1990) Market orientation: the construct, research propositions and managerial implications. J Mark 54:1–18

    Article  Google Scholar 

  • Ladhari R (2009) A review of twenty years of SERVQUAL research. Int J Qual Serv Sci 1(2):172–198

    Google Scholar 

  • Lew P, Olsina L, Zhang L (2010) Quality, quality in use, actual usability and user experience as key drivers for web application evaluation. LCNS 6189:218–232

    Google Scholar 

  • Likert R (1931) A technique for the measurement of attitudes. Columbia University Press, New York Archives of Psychology

    Google Scholar 

  • Loiacono ET, Watson RT, Goodhue DL (2000) Webqual: a website quality instrument, working paper 2000–126-0, University of Georgia

  • Loiacono ET, Watson RT, Goodhue DL (2007) WebQual: an instrument for consumer evaluation of web sites. Int J Electron Commer 11(3):51–87

    Article  Google Scholar 

  • McIver JP, Carmines EG (1981) Unidimensional scaling. Sage, Newbury Park, CA

    Book  Google Scholar 

  • Narver JC, Slater SF (1990) The effect of a market orientation on business profitability. J Mark 54:20–35

    Article  Google Scholar 

  • Novak TP, Hoffman DL, Yung Y (2000) Measuring the customer experience in online environments: a structural modeling approach. Mark Sci 19(1):22–24

    Article  Google Scholar 

  • Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49(Fall):41–50

    Article  Google Scholar 

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

    Google Scholar 

  • Parasuraman A, Zeithaml VA, Malhotra A (2005) E-S-QUAL: a multiple-item scale for assessing electronic service quality. J Serv Res 7(3):213–233

    Article  Google Scholar 

  • Saleh F, Ryan C (1991) Analysing service quality in the hospitality industry using the SERVQUAL model. Serv Ind J 11(3):324–345

    Article  Google Scholar 

  • Su LT (2003) A comprehensive and systematic model of user evaluation of web search engines: II. and evaluation by undergraduates. J Am Soc Inf 54:1193–1223

    Article  Google Scholar 

  • Su LT (2010) User experience evaluation methods: current state and development needs. In: 6th Nordic conference on human-computer interaction: extending boundaries, pp 521–530

  • Wu YL, Tao YH, Yang PC (2012) Learning from the past and present: measuring Internet banking service quality. Serv Ind J 32(3):477–497

    Article  Google Scholar 

  • Yager RR (1995) An approach to ordinal decision making. Int J Approx Reason 12:237–261

    Article  MathSciNet  MATH  Google Scholar 

  • Yang Z, Jun M, Peterson R (2004) Measuring customer perceived online service quality scale development and managerial implications. Int J Oper Prod Manag 24(11):1149–1174

  • Yoon S, Suh H (2004) Ensuring IT consulting SERVQUAL and user satisfaction: a modified measurement tool. Inf Syst Front 6(4):341–351

    Article  Google Scholar 

  • Zadeh LA (1975) The concept of a linguistic variable and its applications to approximate reasoning, Pt I. Inf Sci 8:199–249 Pt II, Information Sciences 8:301–357. Pt III, Information Sciences 9:43–80

    Article  MATH  Google Scholar 

  • Zeithaml VA, Parasuraman A, Malhotra A (2000) e-service quality: definition, dimensions and conceptual model. Working paper. Marketing Science Institute, Cambridge, MA

  • Zeithaml VA, Parasuraman A, Malhotra A (2002) Service quality delivery through web sites: a critical review of extant knowledge. J Acad Mark Sci 30(4):362–375

    Article  Google Scholar 

  • Zhou T, Zhang S, Ji B (2010) Exploring the effect of online banking service quality on users’ continuance usage. In: 2nd international conference on e-business and information system security (EBISS), pp 1–4

Download references

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.

Author information

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
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Juan Sánchez-Fernández
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Francisco Muñoz-Leiva
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. María Francisca Blasco
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Enrique Herrera-Viedma
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Ramón Alberto Carrasco.

Ethics declarations

Conflict of interest

The authors declare that they have no conflict of interest.

Additional information

Communicated by V. Loia.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

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

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s00500-015-1832-0

Keywords

Search

Navigation