%0 Conference Paper
%A Carrasco González, Ramón Alberto
%A Blasco López, María Francisca
%T Integrating a tourism service quality evaluation linguistic multi-criteria decision making model into a relational database management system
%D 2017
%@ 2194-5357
%U https://hdl.handle.net/20.500.14352/100173
%X 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.
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