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
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