Integrating a tourism service quality evaluation linguistic multi-criteria decision making model into a relational database management system
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2017
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Springer
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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 Advances in Fuzzy Logic and Technology 2017: Proceedings of: EUSFLAT-2017–The 10th Conference of the European Society for Fuzzy Logic and Technology, September 11–15, 2017, Warsaw, Poland IWIFSGN’2017–The Sixteenth International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets, September 13–15, 2017, Warsaw, Poland, Volume 1 10 (pp. 408-418). Springer International Publishing.
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.