A synthetic measure for ranking overall satisfaction based on multidimensional ordinal data: the case of airlines on the TripAdvisor website

• Autorzy: Roszkowska Ewa , Jefmański Bartłomiej , Kusterka-Jefmańska Marta

Identyfikatory

DOI

10.37190/ord240312

• Języki publikacji: EN

Abstrakty

EN

A multi-criteria method has been proposed to measure global consumer satisfaction by handling graphical information represented in circles or star ratings available on the website for several criteria. The Synthetic Measure for Ordinal Data (SMOD) is based on Hellwig’s framework measuring distances between the object and the ideal object. In the construction of the synthetic measure, the distance between the ideal and anti-ideal object is also used. GDM2 distance measure was used for the calculation of distances between objects evaluated by ordinal scale. The proposed framework can be an alternative for the fuzzy or intuitionistic fuzzy transformations of linguistic data into fuzzy context. The SMOD method was applied for evaluation and ranking airlines based on passengers’ reviews accessed on the TripAdvisor website. We found that the proposed multi-criteria method enables us to discriminate and rank airlines based on incomplete information presented on this website. According to SMOD, the best is Singapore Airlines, while the last is Air China when considering Star Alliance members.

Słowa kluczowe

EN

online consumer review; uncertainly; incomplete information; multi-criteria method; ordinal scale; synthetic measure; airlines ranking; TripAdvisor

• Wydawca: Oficyna Wydawnicza Politechniki Wrocławskiej
• Czasopismo: Operations Research and Decisions
• Rocznik: 2024
• Tom: Vol. 34, No. 3
• Strony: 221--242
• Opis fizyczny: Bibliogr. 56 poz., rys.

Twórcy

autor

Roszkowska Ewa

• Faculty of Computer Science, Bialystok University of Technology, Białystok, Poland

• https://orcid.org/0000-0003-2236-3462

autor

Jefmański Bartłomiej

• Department of Econometrics and Computer Science, Wroclaw University of Economics and Business, Wrocław, Poland

• https://orcid.org/0000-0002-0335-0036

autor

Kusterka-Jefmańska Marta

• Department of Quality and Environmental Management, Wroclaw University of Economics and Business, Wrocław, Poland

• https://orcid.org/0000-0002-6773-6157

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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa nr POPUL/SP/0154/2024/02 w ramach programu "Społeczna odpowiedzialność nauki II" - moduł: Popularyzacja nauki (2025).