Informational and analytical model for assessing the level of tourist satisfaction with accommodation facilities

Abstract

Income from the tourism business directly depends on meeting the needs of consumers and their psychology. Individual and collective marketing psychology for the innovative development of the tourism industry depends on many factors. One of these factors is belonging to a social class, for example by gender, age, education, marital status, annual income, and others. The presented study is aimed at supporting decision-making regarding the assessment of the level of satisfaction of tourists from accommodation facilities according to social class, which reflects the individual and collective psychology of consumers. The purpose of the conducted research is to develop an information-analytical model for assessing the level of satisfaction of tourists concerning accommodation facilities according to social class, using the example of the Transcarpathia Region. For this purpose: informational and mathematical models of evaluation and forecasting of the level of satisfaction of tourists concerning accommodation establishments, relative to social classes, have been developed; the model was verified and adjusted on real data in Transcarpathia, Lviv, and Ivano-Frankivsk regions, which were collected from 327 respondents for the period 2020-2023; an approbation example of a fuzzy model for assessing the level of tourist satisfaction with accommodation facilities for the Transcarpathian region is given based on fragments of data from 209 respondents. The research uses the modern theory of fuzzy sets, linguistic variables, multidimensional membership functions, and system analysis, which make it possible to increase the degree of reasonableness of management decisions. Based on initial evaluations, the degree of validity of using various decisionsupport scenarios by various management subjects increases. Such scenarios can be: on the part of the tourist to improve the quality of travel planning, on the part of commercial companies to improve the quality of their services, and on the part of state authorities to understand the level of development of accommodation facilities. Further research of the problem can be seen in developing other fuzzy models and methods of assessing the level of tourism in selected regions through the psychology of consumers. The research presented and the models and methods developed in the future will serve as the basis of information technology for decision-making support for the digital transformation of the tourism industry, based on the individual and collective psychology of tourist marketing.