Abstract
Facilitation of suitable accommodation for different travellers is the prime concern of travel agencies. Travel agencies must keep themselves competitive and sustain a good pace of growth to continue raising profits by attracting and retaining as many tourists as possible through meeting their various prospective needs. To achieve this, the agencies must prepare well-organised data for hotels and destinations from a quality control perspective. Initially, the hotels are ranked and evaluated according to performance across several criteria from the tourists’ viewpoint. The relative importance of each criterion is mainly subjective and depends on the assessor’s judgement. Additionally, hotels’ rankings vary across different websites, resulting in inconsistencies. To handle such inconsistencies and subjectivity, this paper presents a collective decision-making evaluation framework by integrating a weighted interval rough number (WIRN) method and a WIRN-based complex proportional assessment (COPRAS) model to evaluate and rank hotels. An empirical example and a real-world case study from the Indian tourism industry are presented to validate the applicability of the proposed framework. Finally, a comparison and sensitivity analysis are performed to examine the validity and robustness of the proposed model.
Highlights
In the last two decades, India has attracted tourists from all over the world
Several important criteria were assessed by the weighted interval rough number (WIRN) method in order to assign them with the appropriate weights and evaluate them for the purpose of ranking the 30 hotels
The interval weight information and inputs from experts regarding evaluation criteria are more realistic for many practical multi-criteria decision-making (MCDM) problems, especially in complex and uncertain environments
Summary
In the last two decades, India has attracted tourists from all over the world. Tourism in India is economically important and growing rapidly. In order to implement BPM successfully and keep individual organisations’ at a good pace of growth in the tourism industry, all stakeholders require concrete knowledge of their customers’ needs and feedbacks Through analysing these responses, both travel agencies and hotels can improve their performance by managing individual operational perspectives. The evaluation and selection of hotels can be considered a complex multi-criteria decision-making (MCDM) problem which involves many factors, ranging from customer needs to the resource constraints of the enterprise Such real-world problems become even more complicated due to imprecise data, decision-makers’ subjective judgements using linguistic terms and the use of multiple sources of information, among other factors. Sohrabi et al (2012) articulate that a systematic hotel evaluation and selection method can empower hotel managers, tourists, and the tourism industry to make decisions based on more effective indicators of high-quality services for a higher rate of satisfaction.
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