RT Journal Article
T1 Assessing customer satisfaction of London luxury hotels with the AHP method and the SERVPERF scale: a case study of customer reviews on TripAdvisor
A1 Shu, Ziwei
A1 Houghton Torralba, Miguel
A1 Carrasco González, Ramón Alberto
A1 Blasco López, María Francisca
AB Customer feedback and satisfaction are critical indicators of success in the hospitality industry. The influence of customer reviews on the decisions of other customers to visit and on the brand reputation of hotels necessitates that hotel managers conduct a thorough analysis of customer satisfaction. This paper presents an approach for assessing the overall customer satisfaction of hotels by using the Analytic Hierarchy Process (AHP) method, the SERVPERF scale, and the 2-tuple linguistic model. The five dimensions of the SERVPERF scale have been customized to assess customer satisfaction in hotels, considering various hotel aspects such as rooms, service, cleanliness, and so on. The AHP method is applied to obtain the importance of the SERVPERF scale for each aspect of the hotels. The 2-tuple linguistic model is employed to address the issue of information loss in linguistic information fusion and enhance the comprehensibility of the results for hotel managers. The functionality of this proposal has been evaluated through a case study of luxury hotels in London, using 15,511 customer reviews gathered from TripAdvisor. The results show that the proposed model effectively captures and summarizes customer satisfaction with luxury hotels in London, allowing hotel managers to identify areas for improvement and discover potential business opportunities. This ultimately helps to increase customer satisfaction.
PB Elsevier
SN 1877-0509
YR 2023
FD 2023
LK https://hdl.handle.net/20.500.14352/130966
UL https://hdl.handle.net/20.500.14352/130966
LA eng
NO Shu, Z. et al. (2023) “Assessing customer satisfaction of London luxury hotels with the AHP method and the SERVPERF scale: a case study of customer reviews on TripAdvisor,” Procedia Computer Science, 221, pp. 73–80. Available at: https://doi.org/10.1016/j.procs.2023.07.011
NO Ministerio de Ciencia e Innovación
NO Agencia Estatal de Investigación
DS Docta Complutense
RD 26 feb 2026