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dc.contributor.authorLiou, James J. H.en_US
dc.contributor.authorTzeng, Gwo-Hshiungen_US
dc.date.accessioned2014-12-08T15:20:11Z-
dc.date.available2014-12-08T15:20:11Z-
dc.date.issued2007-05-01en_US
dc.identifier.issn0969-6997en_US
dc.identifier.urihttp://dx.doi.org/10.1016/j.jairtraman.2006.12.002en_US
dc.identifier.urihttp://hdl.handle.net/11536/14329-
dc.description.abstractThis study develops a non-additive model for evaluating and improving the service quality of airlines and compares its results with the conventional additive method. Service quality is a composite of various attributes and many in a system have inter-dependent characteristics that may not be correctly evaluated using conventional additive measures. A fuzzy integral is thus proposed. Factor analysis is initially used to extract some independent common-factors and fuzzy integral used to integrate the performance ratings of inter-dependent attributes in each common-factor. For the analytic hierarchy process a pair-wise comparative approach is adopted to determine the relative weights linking each independent common-factor. Finally, Grey relation analysis and simple additive weight method are used to find airline service quality. A study of international airlines is conducted for verification. Safety and reliability emerge as the critical factors of service quality. (C) 2007 Elsevier Ltd. All rights reserved.en_US
dc.language.isoen_USen_US
dc.subjectairline service qualityen_US
dc.subjectanalytic hierarchy processen_US
dc.subjectfactor analysisen_US
dc.subjectfuzzy integralen_US
dc.subjectgrey relation analysisen_US
dc.titleA non-additive model for evaluating airline service qualityen_US
dc.typeArticleen_US
dc.identifier.doi10.1016/j.jairtraman.2006.12.002en_US
dc.identifier.journalJOURNAL OF AIR TRANSPORT MANAGEMENTen_US
dc.citation.volume13en_US
dc.citation.issue3en_US
dc.citation.spage131en_US
dc.citation.epage138en_US
dc.contributor.department科技管理研究所zh_TW
dc.contributor.departmentInstitute of Management of Technologyen_US
dc.identifier.wosnumberWOS:000246547200002-
dc.citation.woscount41-
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