search query: @author Chang, Y.-H. / total: 2
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| Author: | Chang, Y.-H. Yeh, C.-H. |
| Title: | A survey analysis of service quality for domestic airlines |
| Journal: | European Journal of Operational Research
2002 : MAY, VOL. 139:1, p. 166-177 |
| Index terms: | SURVEYS SERVICE QUALITY AIRLINES |
| Language: | eng |
| Abstract: | 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, cusp 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 lo demonstrate the effectiveness of the approach. |
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