標題: A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality
作者: Liou, James J. H.
Tsai, Chieh-Yuan
Lin, Rong-Ho
Tzeng, Gwo-Hshiung
科技管理研究所
Institute of Management of Technology
關鍵字: Service quality;Airline service;VIKOR;SERVQUAL;Multiple-criteria decision-making
公開日期: 1-Mar-2011
摘要: This study applies a modified VIKOR method to improve service quality among domestic airlines in Taiwan. Our model allows decision-makers to understand the gaps between alternatives and aspired-levels in practice. A large sample is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired-level. We then applied the modified VIKOR method to establish the gaps in priorities between alternatives and aspired-levels. Finally, based on these gaps in priorities, we provide managerial implications to improve different carriers for satisfying the customers' needs to achieve the aspired-level. (C) 2010 Elsevier Ltd. All rights reserved.
URI: http://dx.doi.org/10.1016/j.jairtraman.2010.03.004
http://hdl.handle.net/11536/14053
ISSN: 0969-6997
DOI: 10.1016/j.jairtraman.2010.03.004
期刊: JOURNAL OF AIR TRANSPORT MANAGEMENT
Volume: 17
Issue: 2
起始頁: 57
結束頁: 61
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