TY - JOUR
T1 - A survey analysis of service quality for domestic airlines
AU - Chang, Yu Hern
AU - Yeh, Chung Hsing
N1 - Funding Information:
This research was supported in part by the National Science Council of Taiwan, ROC, under Grant No. NSC88-2811-E006-0013. We are grateful to the Tainan Airport Administration and four airlines involved for providing assistance in problem formulation and data collection. We also thank Prof. Roman Slowinski, the editor, and anonymous referees for their valuable comments and advice.
Copyright:
Copyright 2008 Elsevier B.V., All rights reserved.
PY - 2002/5/16
Y1 - 2002/5/16
N2 - This paper presents an effective approach for evaluating service quality of domestic passenger airlines by customer surveys. To reflect the inherent subjectiveness and imprecision of the customers' perceptions to the quality levels provided by airlines with respect to multiple service attributes, crisp survey results are represented and processed as fuzzy sets. A fuzzy multicriteria analysis (MA) model is used to formulate the evaluation problem. The model is solved by an effective algorithm which incorporates the decision maker's attitude or preference for customers' assessments on criteria weights and performance ratings. An empirical study of domestic airlines on a highly competitive route in Taiwan is conducted to demonstrate the effectiveness of the approach. The evaluation outcome provides airlines with their internal and external competitive advantages, relative to competitors in terms of customer-perceived quality levels of service.
AB - This paper presents an effective approach for evaluating service quality of domestic passenger airlines by customer surveys. To reflect the inherent subjectiveness and imprecision of the customers' perceptions to the quality levels provided by airlines with respect to multiple service attributes, crisp survey results are represented and processed as fuzzy sets. A fuzzy multicriteria analysis (MA) model is used to formulate the evaluation problem. The model is solved by an effective algorithm which incorporates the decision maker's attitude or preference for customers' assessments on criteria weights and performance ratings. An empirical study of domestic airlines on a highly competitive route in Taiwan is conducted to demonstrate the effectiveness of the approach. The evaluation outcome provides airlines with their internal and external competitive advantages, relative to competitors in terms of customer-perceived quality levels of service.
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U2 - 10.1016/S0377-2217(01)00148-5
DO - 10.1016/S0377-2217(01)00148-5
M3 - Article
AN - SCOPUS:0037118182
SN - 0377-2217
VL - 139
SP - 166
EP - 177
JO - European Journal of Operational Research
JF - European Journal of Operational Research
IS - 1
ER -