A Modified Fuzzy Hierarchical TOPSIS Model for Hotel Website Evaluation

Shanshan Qi, Rob Law and Dimitrios Buhalis
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Shanshan Qi: Tourism College, Institute for Tourism Studies, Macau, China
Rob Law: School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong, China
Dimitrios Buhalis: School of Services Management, Bournemouth University, Poole, UK

International Journal of Fuzzy System Applications (IJFSA), 2013, vol. 3, issue 3, 82-101

Abstract: The performance of commercial websites is a critical issue that has a significant effect on consumers’ online decision-making. This study develops and applies a fuzzy model to assess the performance of hotel websites. It presents a fuzzy decision-making approach to the evaluation of tourism website performance that integrates consumer perceptions with a hierarchical model. The model consists of a fuzzy multi-criteria procedure that weighs evaluation criteria in a hierarchy structure and defuzzifies the matrix in a simpler and more accurate way. The study’s findings include a new website usefulness evaluation framework and a newly developed fuzzy hierarchical TOPSIS model. The results from applying this model indicate that the functionality and usability dimensions are equally important for hotel websites. The ranking of hotel website performance is listed in terms of usefulness, functionality, and usability.

Date: 2013
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