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DESIGN OF A MULTILEVEL INTELLIGENT DECISION SUPPORT SYSTEM FOR THE IMPROVEMENT OF TOURIST SATISFACTION

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Knowledge discovery in databases (KDD) was used on survey data relating to tourists' attitudes and consumption in Croatia. The results of the KDD were exploited to develop 73 models of tourist satisfaction that achieved relatively high precision (average deviation of 6.4%). These models were then applied to simulate the ability to improve the total satisfaction of tourists by choosing a destination that was more appropriate to their preferences. The last simulation indicated that for 90% of tourists the degree of satisfaction could be improved by 25% to 160%. Finally, a second-generation intelligent system was conceptualized that uses the knowledge of tourist satisfaction models for decision making at the levels of: (a) a multimedia intelligent tourist advisor, (b) a destination management system, and (c) a system for optimizing national tourism promotion activities.
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Keywords: Customer satisfaction; Decision support; Knowledge discovery in databases; Second-generation intelligent systems; Tourism

Document Type: Research Article

Publication date: January 1, 2000

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  • Information Technology & Tourism is the first scientific journal dealing with the exciting relationship between information technology and tourism. Information and communication systems embedded in a global net have profound influence on the tourism and travel industry. Reservation systems, distributed multimedia systems, highly mobile working places, electronic markets, and the dominant position of tourism applications in the Internet are noticeable results of this development. And the tourism industry poses several challenges to the IT field and its methodologies.
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