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Integrating a Tourism Service Quality Evaluation Linguistic Multi-criteria Decision Making Model into a Relational Database Management System

  • Ramón Alberto CarrascoEmail author
  • María Francisca Blasco
  • Jesús García-Madariaga
  • Enrique Herrera-Viedma
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 641)

Abstract

In this paper we present an implementation, using a conventional relational database management system, of a linguistic multi-criteria decision making model to integrate the hotel guests’ opinions included in the WWW and expressed on several dimensions (or attributes) in order to obtain a SERVQUAL scale evaluation value of service quality. SERVQUAL scale is commonly used in tourism to standardize the service quality evaluation and is a five-item scale consisting of: tangibles, reliability, responsiveness, assurance and empathy. As a particular case study, we show an application example of the implemented model using TripAdvisor website.

Notes

Acknowledgements

This paper has been developed with the FEDER financing of Projects TIN2013-40658-P and TIN2016-75850-R.

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Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  • Ramón Alberto Carrasco
    • 1
    Email author
  • María Francisca Blasco
    • 1
  • Jesús García-Madariaga
    • 1
  • Enrique Herrera-Viedma
    • 2
  1. 1.Department of Marketing and Market ResearchComplutense UniversityMadridSpain
  2. 2.Department of Computer Science and Artificial IntelligenceUniversity of GranadaGranadaSpain

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