Cappadocia hotels’ website quality evaluation: A multi-criteria Intuitionistic Fuzzy EDAS (IF-EDAS) method application

Abstract

The internet is becoming increasingly common worldwide, and the number of users is rapidly increasing. This condition offers up new business opportunities for online businesses. For online companies, high customer satisfaction corresponds with a competitive advantage. For this reason, it is vital to understand consumer expectations for services provided through corporate websites and assess the website quality from the customer's perspective. The primary goal of this research is to evaluate and rate the websites of Cappadocia hotels in Turkey. A solution proposal comprising the Intuitionistic Fuzzy EDAS (IF EDAS) approach is developed to assess the website quality of these hotels. A sensitivity analysis is also provided to demonstrate how the proposed IF EDAS method yields robust decisions. It has been concluded that the most important criteria in evaluating the quality of a hotel website are security, privacy and hotel facilities information. According to the findings, the top three hotels in terms of website quality are Kapadokya Hill Hotel & Spa, Exedra Hotel Cappadocia and Anatolian House. This study will likely be helpful to both researchers interested in hotel website quality evaluations and holidaymakers contemplating a trip to Cappadocia.