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Evaluating Economy Hotel Website Service Quality: A Hybrid Bounded Rationality Behavioral Decision Support Model

Author

Listed:
  • Zhiping Hou

    (School of Management, Guangzhou College of Technology and Business, Foshan 528100, China)

  • Sangsang He

    (School of Engineering Management, Hunan University of Finance and Economics, Changsha 410205, China)

  • Ruxia Liang

    (Faculty of Artificial Intelligence in Education, Central China Normal University, Wuhan 430079, China)

  • Junbo Li

    (Business School, Guilin University of Technology, Guilin 541004, China)

  • Ruilu Huang

    (School of Business, Central South University, Changsha 410083, China)

  • Jianqiang Wang

    (School of Business, Central South University, Changsha 410083, China)

Abstract

Hotel website service quality evaluation has gained extensive attention. However, previous studies have given little concern about human hesitance and uncertainty in judgments. Moreover, they do not consider hotel managers and customers’ psychological behaviors simultaneously. This study explores criteria for evaluating hotel performance and proposes a hybrid evaluation model for the hesitation and uncertainty in the service quality evaluation of economy hotel websites, and applied to the actual economy hotel websites. The model introduces the probabilistic linguistic term sets to describe customers and managers’ qualitative assessments and use analytical network process to prioritize hotel website features. Then, it develops an integrated TODIM-PROMETHEE II method to rank alternatives considering both hotel managers and customers’ psychological factors. Furthermore, we illustrate the effectiveness of the hybrid evaluation model through a case of economy hotel websites in China. Service competence and customer relationship are the two most important performance features for economy hotel websites. Finally, conclusions and implications are drawn from the results of case study.

Suggested Citation

  • Zhiping Hou & Sangsang He & Ruxia Liang & Junbo Li & Ruilu Huang & Jianqiang Wang, 2023. "Evaluating Economy Hotel Website Service Quality: A Hybrid Bounded Rationality Behavioral Decision Support Model," Mathematics, MDPI, vol. 11(12), pages 1-18, June.
    • Handle: RePEc:gam:jmathe:v:11:y:2023:i:12:p:2776-:d:1174900
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    References listed on IDEAS

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    1. Thomas L. Saaty, 1986. "Axiomatic Foundation of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 32(7), pages 841-855, July.
    2. Sui-zhi Luo & Hong-yu Zhang & Jian-qiang Wang & Lin Li, 2019. "Group decision-making approach for evaluating the sustainability of constructed wetlands with probabilistic linguistic preference relations," Journal of the Operational Research Society, Taylor & Francis Journals, vol. 70(12), pages 2039-2055, December.
    3. Salavati, Shahram & Hashim, Noor Hazarina, 2015. "Website adoption and performance by Iranian hotels," Tourism Management, Elsevier, vol. 46(C), pages 367-374.
    4. Xiao-kang Wang & Sheng-hui Wang & Hong-yu Zhang & Jian-qiang Wang & Lin Li, 2021. "The Recommendation Method for Hotel Selection Under Traveller Preference Characteristics: A Cloud-Based Multi-Criteria Group Decision Support Model," Group Decision and Negotiation, Springer, vol. 30(6), pages 1433-1469, December.
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    Cited by:

    1. Wenshuai Wu, 2024. "Probabilistic Linguistic TODIM Method with Probabilistic Linguistic Entropy Weight and Hamming Distance for Teaching Reform Plan Evaluation," Mathematics, MDPI, vol. 12(22), pages 1-18, November.

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