A modified fuzzy hierarchical topsis model for hotel website evaluation

Shanshan Qi, Chun Hung Roberts Law, Dimitrios Buhalis

Research output: Journal article publicationJournal articleAcademic researchpeer-review

3 Citations (Scopus)


The performance of commercial websites is a critical issue that has a significant effect on consumers' online decision-making. This study develops and applies a fuzzy model to assess the performance of hotel websites. It presents a fuzzy decision-making approach to the evaluation of tourism website performance that integrates consumer perceptions with a hierarchical model. The model consists of a fuzzy multi-criteria procedure that weighs evaluation criteria in a hierarchy structure and defuzzifies the matrix in a simpler and more accurate way. The study's findings include a new website usefulness evaluation framework and a newly developed fuzzy hierarchical TOPSIS model. The results from applying this model indicate that the functionality and usability dimensions are equally important for hotel websites. The ranking of hotel website performance is listed in terms of usefulness, functionality, and usability.
Original languageEnglish
Pages (from-to)82-101
Number of pages20
JournalInternational Journal of Fuzzy System Applications
Issue number3
Publication statusPublished - 1 Jan 2013


  • Consumer perceptions
  • Fuzzy decision making
  • Fuzzy Technique for order performance by similarity to an ideal solution (TOPSIS)
  • Hotel website evaluation
  • Website usefulness

ASJC Scopus subject areas

  • Computer Science(all)

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