RT Journal Article
T1 Evaluation of the hotels e-services quality under the user’s experience
A1 Carrasco González, Ramón Alberto
A1 Sánchez Fernández, Juan
A1 Muñoz Leiva, Francisco
A1 Blasco López, María Francisca
A1 Herrera Viedma, Enrique
AB 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.
PB Springer Nature
SN 1433-7479
YR 2017
FD 2017
LK https://hdl.handle.net/20.500.14352/18875
UL https://hdl.handle.net/20.500.14352/18875
LA eng
NO Ministerio de Ciencia e Innovación (MICINN)/FEDER
NO Junta de Andalucía
DS Docta Complutense
RD 7 abr 2025