AN INTEGRATED FUZZY MCDM MODEL FOR HOTEL WEBSITE EVALUATION

Dilek Akburak; Mert Akbaş

Makale detayları

AN INTEGRATED FUZZY MCDM MODEL FOR HOTEL WEBSITE EVALUATION

Yazarlar:

Dilek Akburak | Mert Akbaş

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Endüstri Mühendisliği

Dergi:

Mühendislik Bilimleri ve Tasarım Dergisi Vol.11 Issue 4, pp.1398-1409

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001307530

pISSN:

1308-6693

Anahtar kelimeler:

Özet:

 Changing and increasing customer expectations with the development of technology have also led to strategic changes in the tourism sector. The websites where the hotels offer their services are the first platforms they encounter with the customers. They should pay attention to various evaluation criteria in order to draw the attention of the customer and gain an advantage in the competitive market. This study aims to present a practical, useful, comprehensive, and integrated method for the evaluation of hotels websites. In this study, a two-fold MCDM approach was proposed by taking into account the vagueness and complexity of the assessments. Firstly, criteria weights are found using the interval type-2 fuzzy AHP method. Secondly, hotel websites are ranked using the hesitant fuzzy TOPSIS method. An application study to evaluate five alternative hotel websites based on five main criteria and 19 subcriteria is also presented. While trust and information quality are the two most significant factors, reservation information, security, and special discounts are the three leading sub-factors.

 Changing and increasing customer expectations with the development of technology have also led to strategic changes in the tourism sector. The websites where the hotels offer their services are the first platforms they encounter with the customers. They should pay attention to various evaluation criteria in order to draw the attention of the customer and gain an advantage in the competitive market. This study aims to present a practical, useful, comprehensive, and integrated method for the evaluation of hotels websites. In this study, a two-fold MCDM approach was proposed by taking into account the vagueness and complexity of the assessments. Firstly, criteria weights are found using the interval type-2 fuzzy AHP method. Secondly, hotel websites are ranked using the hesitant fuzzy TOPSIS method. An application study to evaluate five alternative hotel websites based on five main criteria and 19 subcriteria is also presented. While trust and information quality are the two most significant factors, reservation information, security, and special discounts are the three leading sub-factors.

 Changing and increasing customer expectations with the development of technology have also led to strategic changes in the tourism sector. The websites where the hotels offer their services are the first platforms they encounter with the customers. They should pay attention to various evaluation criteria in order to draw the attention of the customer and gain an advantage in the competitive market. This study aims to present a practical, useful, comprehensive, and integrated method for the evaluation of hotels websites. In this study, a two-fold MCDM approach was proposed by taking into account the vagueness and complexity of the assessments. Firstly, criteria weights are found using the interval type-2 fuzzy AHP method. Secondly, hotel websites are ranked using the hesitant fuzzy TOPSIS method. An application study to evaluate five alternative hotel websites based on five main criteria and 19 subcriteria is also presented. While trust and information quality are the two most significant factors, reservation information, security, and special discounts are the three leading sub-factors.

 Teknolojinin gelişmesiyle birlikte değişen ve artan müşteri beklentileri turizm sektöründe de stratejik değişimlere yol açmıştır. Otellerin hizmet sunduğu web siteleri, müşterilerle ilk karşılaştıkları platformlardır. Müşterinin dikkatini çekmek ve rekabetçi piyasada avantaj elde etmek için çeşitli değerlendirme kriterlerine dikkat etmelidirler. Bu çalışma, otellerin web sitelerinin değerlendirilmesi için etkili, kullanışlı, kapsamlı ve bütünleşik bir yöntem sunmayı amaçlamaktadır. Bu çalışmada, değerlendirmelerin belirsizliği ve karmaşıklığı dikkate alınarak ikili bir ÇÖKV yaklaşımı önerilmiştir. İlk olarak, aralık tip-2 bulanık AHP metodu kullanılarak kriter ağırlıkları bulunur. İkinci olarak, otel web siteleri tereddütlü bulanık TOPSIS yöntemi kullanılarak sıralanır. Beş alternatif otel web sitesini beş ana kriter ve 19 alt kritere göre değerlendiren bir uygulama çalışması da sunulmaktadır. Güven ve bilgi kalitesi en önemli iki faktör olurken, rezervasyon bilgisi, güvenlik ve özel indirimler en önemli üç alt faktör olarak bulunmuştur.

Makale detayları

AN INTEGRATED FUZZY MCDM MODEL FOR HOTEL WEBSITE EVALUATION

Yazarlar:

Dilek Akburak | Mert Akbaş

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Endüstri Mühendisliği

Dergi:

Mühendislik Bilimleri ve Tasarım Dergisi Vol.11 Issue 4, pp.1398-1409

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001307530

pISSN:

1308-6693

Website Evaluation

E-commerce

Fuzzy Sets

MCDM

TourismWeb Sitesi Değerlendirmesi

E-ticaret

Bulanık Kümeler

ÇKKM

Turizm

Sayı

Makale detayları

Yazarlar: Dilek Akburak | Mert Akbaş

Yayıncı: Süleyman Demirel University

Ana Başlıklar: Endüstri Mühendisliği

Dergi: Mühendislik Bilimleri ve Tasarım Dergisi Vol.11 Issue 4, pp.1398-1409

Belge Tipi: Makale

Yayın Tarihi: 12/2023

Belge Dili: İngilizce

Document ID (Org No.): 2001307530

pISSN: 1308-6693

Sayı

Yazarlar:

Dilek Akburak | Mert Akbaş

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Endüstri Mühendisliği

Dergi:

Mühendislik Bilimleri ve Tasarım Dergisi Vol.11 Issue 4, pp.1398-1409

Belge Tipi:

Makale

Yayın Tarihi:

12/2023

Belge Dili:

İngilizce

Document ID (Org No.):

2001307530

pISSN:

1308-6693