A Model Integrating the 2-Tuple Linguistic Model and the CRITIC-AHP Method for Hotel Classification

Resumen

Hotel classifcation is essential for hotel managers and customers. It can assist hotel managers in better understanding theneeds of their customers and in improving various aspects of the hotel through relevant strategies. It also aids customers inchoosing appropriate accommodations according to their preferences regarding hotel location, services, and other aspects.This paper aims to improve our previous model by incorporating expert opinions into the weight calculation, therebyincreasing its practical applicability. The extended model combines the analytical hierarchy process (AHP) and the CRiteriaImportance Through Intercriteria Correlation (CRITIC) methods, introducing a novel approach for calculating the weightsof each aspect. The 2-tuple linguistic model is retained in the extended model to resolve the problem of information loss inlinguistic information fusion. Finally, various hotel segments are obtained with the weighted K-means clustering. A datasetwith over ffty million hotel reviews from TripAdvisor has been applied to evaluate the extended model. The results showthat the extended model achieves denser and better separated hotel clusters than our previous model, while maintaining thesame advantages. This model is more likely to help hotel managers create better strategies to tackle hotel weaknesses or gaincompetitive advantages, as it combines two types of weights that improve clustering results: the quantity of information ineach hotel aspect and the expert judgment of each aspect's importance in hotel development.