Published November 30, 2024 | Version CC-BY-NC-ND 4.0
Journal article Open

Enhancing the Assessment and Optimization of Critical Elements through Fuzzy Aggregation: A Methodological Framework for Evaluating E-Services

Creators

  • 1. Department of Electrical Engineering, Dayalbagh Educational Institute, Dayalbagh, Agra (Uttar Pradesh), India.

Description

Abstract: This paper addresses the challenge of accurately measuring the E-Service Quality (ESQ) of app-based travel portals by using a structured framework of linguistic and mathematical variables. The approach allows for the evaluation and improvement of key performance indicators through fuzzy aggregation, providing a quantitative understanding of service quality in dynamic environments. The proposed method evaluates the system's state by analysing the parametric values of its sub-components, which define the system at any given time. We identify three primary factors crucial for assessing ESQ: the state change required relative to the current system state and the relative significance of tasks. The paper elaborates on three critical variables: the significance of a factor (Si), its observed level (Li), and the contribution of the factor (Δi) towards ESQ. These variables are assessed using fuzzy aggregation, converting linguistic inputs into crisp numeric outputs, thereby quantifying the impact of each factor. The methodology provides a structured and flexible approach to gauge and improve the performance of travel portals by focusing on key performance indicators and their respective weights.

Files

D815413041124.pdf

Files (1.1 MB)

Name Size Download all
md5:107bbf06855df2a349dcac7c26104bbc
1.1 MB Preview Download

Additional details

Identifiers

DOI
10.35940/ijrte.D8154.13041124
EISSN
2277-3878

Dates

Accepted
2024-11-15
Manuscript received on 01 September 2024 | Revised Manuscript received on 13 September 2024 | Manuscript Accepted on 15 November 2024 | Manuscript published on 30 November 2024.

References

  • Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246. Emerald Group Publishing. Doi: https://doi.org/10.1108/09604520310476490
  • Herington, C., & Weaven, S. (2009). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220-1231. Emerald Group Publishing. Doi:https://doi.org/10.1108/03090560910976456
  • Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198. Emerald Group Publishing. Doi: https://doi.org/10.1108/17566690910971445
  • Kardaras, D., & Karakostas, B. (2006). E-service adaptation using fuzzy cognitive maps. In 2006 3rd International IEEE Conference Intelligent Systems (pp. 227-230). IEEE. Doi: https://doi.org/10.1109/IS.2006.348422
  • Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220. Elsevier. Doi: https://doi.org/10.1016/S0022-4359(01)00041-0
  • Gu, X., Han, J., Shen, Q., & Angelov, P. P. (2023). Autonomous learning for fuzzy systems: a review. Artificial Intelligence Review, 56(8), 7549-7595. Doi: https://doi.org/10.1007/s10462-022-10355-6
  • Suvattanadilok, M. (2020). Factors influencing consumer behaviours via web personalization and information content on social media. African Journal of Hospitality, Tourism and Leisure, 9(1), 1-17.
  • Ali, F., Terrah, A., Wu, C., Ali, L., & Wu, H. (2021). Antecedents and consequences of user engagement in smartphone travel apps. Journal of Hospitality and Tourism Technology, 12(2), 355-371. Doi: https://doi.org/10.1108/JHTT-09-2020-0221
  • Yang, X., Zhang, L., & Feng, Z. (2024). Personalized tourism recommendations and the E-tourism user experience. Journal of Travel Research, 63(5), 1183-1200. Doi: https://doi.org/10.1177/00472875231187332
  • Zaki, N., & Abuzied, N. (2017). Analyses of factors influencing travel consumers' satisfaction and loyalty as revealed by online communication platform: A case study of TripAdvisor. International Journal of Heritage, Tourism and Hospitality, 11(3 (Special Issue)), 290-326. Doi: https://doi.org/10.21608/ijhth.2017.30235
  • Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e‐service quality (PeSQ) measurement validation and effects on consumer satisfaction and web site loyalty. Managing service quality: An international journal, 17(3), 317-340. Doi: https://doi.org/10.1108/09604520710744326
  • Jiang, J., & Wang, L. (2017). Factors influencing the perceived value of mobile apps: The role of user interface design and user engagement. Information Systems Research, 28(4), 821-834. INFORMS
  • Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273-315. Wiley-Blackwell. Doi: https://doi.org/10.1111/j.1540-5915.2008.00192.x
  • Luo, X., & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing, 70(4), 1-18. American Marketing Association. Doi: https://doi.org/10.1509/jmkg.70.4.001
  • Eisingerich, A. B., & Bell, S. J. (2007). Maintaining customer relationships in high credence services. Journal of Services Marketing, 21(4), 253-262. Emerald Group Publishing. Doi: https://doi.org/10.1108/08876040710758559
  • Cristobal, E., Flavián, C., & Guinalíu, M. (2024). Validating a scale to measure perceived e-service quality in online travel agencies. Journal of Business Research, 138, 123-135. Elsevier
  • Pappas, N., Pateli, A., Giannakos, M., & Chrissikopoulos, V. (2022). Understanding customer engagement with travel apps: The role of personality traits and perceived risk. International Journal of Information Management, 65, 102445. Elsevier.
  • Ayeh, J. K., Au, N., & Law, R. (2023). A framework for understanding factors influencing e-service quality in mobile travel applications. Tourism Management, 95, 104674. Elsevier.
  • Beldona, S., Badrinarayanan, V., & Thakur, R. (2023). The critical role of user interface design and customer support in the success of travel apps. Journal of Hospitality and Tourism Technology, 14(1), 92-107. Emerald Group Publishing.
  • Farokhi, M., Vahid, M., Nilashi, M., & bin Ibrahim, O. (2016). A Multi-Criteria Recommender System for Tourism Using Fuzzy Approach. Journal of Soft Computing & Decision Support Systems, 3(4).
  • Tanwar R., Agarwal P. (2024). Assessing Travel Time Performance of Multimodal Transportation Systems Using Fuzzy-AHP: A Case Study of Bhopal City, PREPRINT (Version 1) available at Research Square. Doi: https://doi.org/10.21203/rs.3.rs-4357385/v1
  • Kumar, N., & Hanji, B. R. (2024). Aspect-based sentiment score and star rating prediction for travel destination using Multinomial Logistic Regression with fuzzy domain ontology algorithm. Expert Systems with Applications, 240, 122493. Doi: https://doi.org/10.1016/j.eswa.2023.122493
  • Jain, S., Jain, V. K., & Mishra, S. (2024). Fuzzy-AHP based optimal RSU deployment (Fuzzy-AHP-ORD) approach using road and traffic analysis in VANET. Ad Hoc Networks, 161, 103529. Doi: https://doi.org/10.1016/j.adhoc.2024.103529
  • Widodo, A., Handoyo, S., Ariyanto, R., & Marji. (2020). The Data-Driven Fuzzy System with Fuzzy Subtractive Clustering for Time Series Modeling. In International Journal of Innovative Technology and Exploring Engineering (Vol. 9, Issue 3, pp. 3357–3362). Doi: https://doi.org/10.35940/ijitee.c9039.019320
  • Pathak, Dr. M., & Buragohain, Dr. M. (2023). Fuzzy System Approximation based Adaptive Sliding Mode Control for Nonlinear System. In International Journal of Engineering and Advanced Technology (Vol. 13, Issue 2, pp. 30–34). Doi: https://doi.org/10.35940/ijeat.b4338.1213223
  • K, S. (2019). Fuzzy Logic Based Raodv Routing Protocol. In International Journal of Recent Technology and Engineering (IJRTE) (Vol. 8, Issue 4, pp. 7919–7924). Doi: https://doi.org/10.35940/ijrte.c4163.118419
  • Sharma, P. (2023). A Fuzzy Approach to Educational Grading Systems "Fuzzy Logic Based Grade Card." In International Journal of Advanced Engineering and Nano Technology (Vol. 10, Issue 6, pp. 1–8). Doi: https://doi.org/10.35940/ijaent.g9582.0610623
  • D, Dr. K. (2021). VANET: Framework, Challenges and Applications. In Indian Journal of Data Communication and Networking (Vol. 1, Issue 2, pp. 10–15). Doi: https://doi.org/10.54105/ijdcn.b5002.041221