search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Tsaur, S.-H. Chang, T.-Y. Yen, C.-H. |
| Title: | The evaluation of airline service quality by fuzzy MCDM |
| Journal: | Tourism Management
2002 : APR, VOL. 23:2, p. 107-115 |
| Index terms: | Airlines Service quality Performance measurement Econometric models |
| Language: | eng |
| Abstract: | This study applies the fuzzy set theory to evaluate the service quality of airline. The authors invite fuzzy set theory into the measurement of performance. By applying AHP in obtaining criteria weight and TOPSIS in ranking, they found the most concerned aspects of service quality are tangible and the least is empathy. The most concerned attribute is courtesy, safety and comfort. |
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