標題: | A non-additive model for evaluating airline service quality |
作者: | Liou, James J. H. Tzeng, Gwo-Hshiung 科技管理研究所 Institute of Management of Technology |
關鍵字: | airline service quality;analytic hierarchy process;factor analysis;fuzzy integral;grey relation analysis |
公開日期: | 1-May-2007 |
摘要: | This 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. |
URI: | http://dx.doi.org/10.1016/j.jairtraman.2006.12.002 http://hdl.handle.net/11536/14329 |
ISSN: | 0969-6997 |
DOI: | 10.1016/j.jairtraman.2006.12.002 |
期刊: | JOURNAL OF AIR TRANSPORT MANAGEMENT |
Volume: | 13 |
Issue: | 3 |
起始頁: | 131 |
結束頁: | 138 |
Appears in Collections: | Articles |
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