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Evaluating and ranking hotels offering e-service by integrated approach of Webqual and fuzzy AHP

Author

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  • Arash Shahin
  • Javad Khazaei Pool
  • Mehdi Poormostafa

Abstract

Considering the rapid growth of internet service in recent years, its quality plays an important role in such environment. The aim of this study is to evaluate and rank selected hotels offering electronic services (e-services) by integrated approach of Webqual and fuzzy analytic hierarchy process (FAHP). For this purpose, the validity of Webqual model has been investigated and a model has been proposed. Appropriate criteria have been used for evaluating service quality based on Webqual model and international hotels of Isfahan have been ranked using FAHP. Findings indicate that quality of information has the highest priority; and usability dimensions and services interaction are the next priorities. Based on e-service quality evaluation, the order of ranking has been determined as Abbasi, Kowsar, Aseman and Aliqapu hotels.

Suggested Citation

  • Arash Shahin & Javad Khazaei Pool & Mehdi Poormostafa, 2014. "Evaluating and ranking hotels offering e-service by integrated approach of Webqual and fuzzy AHP," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 15(1), pages 84-104.
    • Handle: RePEc:ids:ijbisy:v:15:y:2014:i:1:p:84-104
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    Citations

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    Cited by:

    1. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    2. Risto Silvola & Janne Harkonen & Olli Vilppola & Hanna Kropsu-Vehkapera & Harri Haapasalo, 2016. "Data quality assessment and improvement," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 22(1), pages 62-81.
    3. Popovic, Gabrijela & Stanujkic, Dragisa & Brzakovic, Miodrag & Karabasevic, Darjan, 2019. "A multiple-criteria decision-making model for the selection of a hotel location," Land Use Policy, Elsevier, vol. 84(C), pages 49-58.
    4. Anil Kumar & Manoj Kumar Dash, 2017. "Using Fuzzy Delphi and Generalized Fuzzy TOPSIS to Evaluate Technological Service Flexibility Dimensions of Internet Malls," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 18(2), pages 153-161, June.

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