Title: Evaluating and ranking hotels offering e-service by integrated approach of Webqual and fuzzy AHP

Authors: Arash Shahin; Javad Khazaei Pool; Mehdi Poormostafa

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran

Abstract: Considering the rapid growth of internet service in recent years, its quality plays an important role in such environment. The aim of this study is to evaluate and rank selected hotels offering electronic services (e-services) by integrated approach of Webqual and fuzzy analytic hierarchy process (FAHP). For this purpose, the validity of Webqual model has been investigated and a model has been proposed. Appropriate criteria have been used for evaluating service quality based on Webqual model and international hotels of Isfahan have been ranked using FAHP. Findings indicate that quality of information has the highest priority; and usability dimensions and services interaction are the next priorities. Based on e-service quality evaluation, the order of ranking has been determined as Abbasi, Kowsar, Aseman and Aliqapu hotels.

Keywords: e-services; electronic services; online services; service quality; information; fuzzy AHP; analytical hierarchy process; FAHP; hotel evaluation; hotel ranking; international hotels; Iran; Isfahan; Webqual; fuzzy logic; web services.

DOI: 10.1504/IJBIS.2014.057966

International Journal of Business Information Systems, 2014 Vol.15 No.1, pp.84 - 104

Published online: 16 Oct 2013 *

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