Evaluación de la calidad del servicio en la percepción del turista del vino con Fuzzy Logic y Soluciones Ideales




Palabras clave:

Lógica difusa, Números triangulares difusos, TOPSIS, Turismo del vino, Satisfacción


Este artículo resuelve un problema multidimensional para evaluar la satisfacción de los enoturistas que visitaron una bodega situada en el sur de Brasil utilizando un método basado en la lógica borrosa. De esta forma, se calcula un índice sintético de satisfacción para un grupo de segmentos en los que estamos interesados, a saber, género e imagen previa a la visita. El problema de la ambigüedad lingüística se aborda desde la teoría de los conjuntos borrosos aplicando números borrosos triangulares (NBT). El indicador sintético de la satisfacción se basa en el concepto de grado de optimalidad mediante la técnica de la semejanza a las soluciones ideales. Los resultados obtenidos muestran que los segmentos analizados experimentan una distinta satisfacción. Nuestros resultados pueden usarse por los directivos de la bodega, así como por los planificadores y administradores de la región, para mejorar la competitividad de este nicho de mercado.


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Cómo citar

Freitas, J. B. de, Martín, J. C., & Román, C. (2017). Evaluación de la calidad del servicio en la percepción del turista del vino con Fuzzy Logic y Soluciones Ideales. PASOS Revista De Turismo Y Patrimonio Cultural, 15(2), 341–358. https://doi.org/10.25145/j.pasos.2017.15.022