A modified fuzzy hierarchical topsis model for hotel website evaluation

S. Qi, Chun Hung Roberts Law, D. Buhalis

Research output: Chapter in book / Conference proceedingChapter in an edited book (as author)Academic researchpeer-review


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 multicriteria 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
Title of host publicationHospitality, travel, and tourism : concepts, methodologies, tools, and applications
PublisherBusiness Science Reference
Number of pages21
ISBN (Electronic)9781466665446
ISBN (Print)1466665432, 1466665467, 9781466665439, 9781466665460
Publication statusPublished - 2015


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