Evaluation of Hotel Website and Online Accommodation Booking Platforms using Fuzzy TOPSIS

Abstract

According to researchers in the field of hospitality management, online reservation systems can improve the financial success of a business. Due to the advancement in technology, there are numerous online accommodation booking platforms and hotel websites available. The ways these websites promote themselves, their services, and the prices charged are different. In addition, some websites still do not have the criteria to attract more visitors. This study aims to determine the weightage of criteria for a hotel website and online accommodation booking platforms and to evaluate and identify the best alternative among the hotel website and online accommodation booking platforms. A case study is presented, where three alternatives; a hotel
website and two online accommodation booking platforms, are evaluated based on nine criteria. The Fuzzy Techniques for Order Preference by Similarity to Ideal Solution (Fuzzy TOPSIS) was applied in this study. This method first determined the fuzzy evaluation criterion weights, and the alternatives were ranked using the generated fuzzy weights. In conclusion, the hotel website
was ranked the highest compared to the other two online accommodation booking platforms. Through a comprehensive review of this study, hotel management will gain a new perspective on the customers’ need to improve the websites.