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

Zhiping Hou, Sangsang He, Ruxia Liang, Junbo Li (), Ruilu Huang () and Jianqiang Wang
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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

Mathematics, 2023, vol. 11, issue 12, 1-18

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.

Keywords: hotel website service quality; probabilistic linguistic term set; performance evaluation; ranking methods (search for similar items in EconPapers)
JEL-codes: C (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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