Neutrosophic Elastic Layered Structures with Contextual Zones: A New Model for Evaluating Hotel Service Quality

Abstract

 This paper introduces a new mathematical model called Neutrosophic Elastic 
Layered Structures (NELS) to evaluate hotel service quality. Unlike traditional models, 
NELS considers that customer evaluations are not fixed they change based on personal 
experience, cultural background, and time. Each service aspect (such as cleanliness, price, 
staff behavior, comfort) is treated as a flexible layer with truth, indeterminacy, and falsity 
values. These values stretch or shrink depending on how often a service is used and how 
consistent the feedback is. In addition, the model introduces Contextual Zones, which 
group customer evaluations based on social and cultural factors. This allows us to 
understand how different types of guests perceive the same service in different ways. The 
NELS model combines these elastic layers and zones using new algebraic rules and offers 
a better way to measure service quality, find weak areas, and plan improvements. 
The model is tested with real data from two hotels, showing how it can detect service 
inconsistencies, cultural mismatches, and areas needing attention. It gives hotel managers 
and decision-makers a deeper view of how their services are experienced across different 
groups of customers.

DOI: 10.5281/zenodo.16365427