基于犹豫模糊Dematel-Kano方法的云南省智慧旅游服务需求分类研究

为解决智慧旅游背景下各顾客需求间相互影响关系考虑不足、顾客需求信息模糊和多样等问题,提出一种对智慧旅游服务需求差异性划分的犹豫模糊Dematel-Kano方法。首先,基于TOPSIS思想构建用以刻画顾客需求之间相互影响关系的犹豫模糊Dematel模型,以获取智慧旅游服务需求客观重要度。其次,利用犹豫模糊集表征Kano问卷中顾客需求重要度,并借助此模型对各需求进行定量分类和筛选。再次,构建集成的犹豫模糊Dematel-Kano二维坐标体系,进而获得各需求的重要度排序。最后,以云南省智慧旅游服务研究为例,甄别和筛选出关键的游客服务需求,为提高游客满意度及高质量的用户体验提供理论依据。

Hesitant and Fuzzy Dematel-Kano Model for the Evaluation of Smart Tourism Service Quality

In order to solve the problems of insufficient consideration of the interaction between customer needs and the ambiguity and diversity of customer demand for information under the context of smart travel,this paper proposes a hesitant fuzzy Dematel-Kano method for the differentiation of demand for smart travel services.Firstly,based on the TOPSIS thought,hesitant fuzzy Dematel model is used to describe the interaction between customer needs to obtain the objective importance of smart tourism service demand.Secondly,hesitant fuzzy set is used to represent the importance of customer demand in Kano questionnaire.The model quantitatively classifies and screens each requirement.Then,an integrated hesitant fuzzy Dematel-Kano two-dimensional coordinate system is constructed,and then the most important importance ranking of each requirement is obtained.Finally,taking the study of smart tourism services in Yunnan Province as an example,the key tourist service needs are identified and screened to provide a theoretical basis for improving tourist satisfaction and high-quality user experience.