Evaluating Economy Hotel Website Service Quality: A Hybrid Bounded Rationality Behavioral Decision Support Model

Hotel website service quality evaluation has gained extensive attention. However, previous studies have given little concern about human hesitance and uncertainty in judgments. Moreover, they do not consider hotel managers customers’ psychological behaviors simultaneously. This study explores criteria for evaluating performance proposes a hybrid model the hesitation of economy websites, applied to actual websites. The introduces probabilistic linguistic term sets describe customers managers’ qualitative assessments use analytical network process prioritize features. Then, it develops an integrated TODIM-PROMETHEE II method rank alternatives considering both factors. Furthermore, we illustrate effectiveness through case websites China. Service competence customer relationship are two most important features Finally, conclusions implications drawn from results study.