A hybrid multi-criteria decision making model to evaluate hotel websites |
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| Institution: | 1. School of Economics and Management, BeiHang University, PR China;2. School of Hotel and Tourism Management, Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong Special Administrative Region;3. Key Laboratory of Data Engineering and Knowledge Engineering, Information School, Renmin University of China, 59 Zhongguancun Street, Haidian District, Beijing, 100872, PR China;4. Faculty of Business Administration, University of Macau, E22-2043, Avenida da Universidade, Taipa, Macau Special Administrative Region;1. Reader in Tourism, Hospitality & Events, Department of Tourism, Hospitality & Events, University of Sunderland, UK;2. Sir Tom Cowie Campus, St. Peter''s Way, SR6 0DD, Sunderland, UK;1. School of Business Administration, Northeastern University, Shenyang, Liaoning 110819, China;2. Northeastern University at Qinhuangdao, Qinhuangdao 066004, China;3. Department of Mathematics, Carleton University, Ottawa K1S 5B6, Canada;4. College of Science, Northeastern University, Shenyang, Liaoning 110819, China |
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| Abstract: | PurposeThe main purpose of the study is to develop a robust and reliable model which evaluates the quality of hospitality websites, or more specifically, hotel websites.Design/methodology/approachThe literature is deeply overviewed and an advisory board is consulted for determination of the critical factors affecting the quality of a hospitality website. Appointed criteria are organised as a hierarchy according to their orientation. A hybrid model including two multi-criteria decision making approaches, namely the Analytic Hierarchy Process (AHP) and Preference Ranking Organisation Method for Enrichment Evaluations (PROMETHEE), is proposed to achieve the purpose of the study. The AHP is utilized to weigh the criteria, and, ranking of the alternatives are provided via PROMETHEE. For the case study, websites of five-star hotels in Ankara, which is the capital city of the Republic of Turkey, are evaluated.FindingsEncouraging results are obtained for the case study by the proposed model.Originality/valueThe proposed model provides reliable and robust results for any qualitative or quantitative criteria to evaluate hospitality websites which is a very important task for both customers, and enterprises, even for governments. |
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| Keywords: | Hotel websites Website evaluation Hospitality management AHP PROMETHEE |
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