The evaluation of airline service quality by fuzzy MCDM
Tourism ManagementPublished 1 April 2002
Sheng‐Hshiung Tsaur, Te‐Yi Chang, Chang‐Hua Yen
Citations877
SJR quartileQ1
SJR score4.15
SNIP3.74
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
TL;DR
By applying AHP in obtaining criteria weight and TOPSIS in ranking, it is found the most concerned aspects of service quality are tangible and the least is empathy.
Abstract
This study applies the fuzzy set theory to evaluate the service quality of airline. Service quality is a composite of various attributes, among them many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondent in replying to the survey. In order to overcome the issue, we invite fuzzy set theory into the measurement of performance. By applying AHP in obtaining criteria weight and TOPSIS in ranking, we found the most concerned aspects of service quality are tangible and the least is empathy. The most concerned attribute is courtesy, safety and comfort.
Keywords
Decision SciencesMathematicsEngineering
Zenodo (CERN European Organization for Nuclear Research)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
21,201 Citations1988A. Parasuraman, Valarie A. Zeithaml +1 more
Journal of MarketingA Conceptual Model of Service Quality and Its Implications for Future Research
17,152 Citations1985A. Parasuraman, Valarie A. Zeithaml +1 more
Information SciencesThe concept of a linguistic variable and its application to approximate reasoning-III
12,148 Citations1975L. A. Zadeh
Much of what constitutes the core of scientific knowledge may be regarded as a reservoir of concepts and techniques which can be drawn upon to construct mathematical models of various types of systems and thereby yield quantitative information concerning their behavior.
Information SciencesThe concept of a linguistic variable and its application to approximate reasoning—I
12,036 Citations1975Lotfi A. Zadeh
It is shown that probabilities, too, can be treated as linguistic variables with values such as likely, very likely, unlikely, etc.
Medical Entomology and ZoologyMultiple Attribute Decision Making: Methods and Applications
8,268 Citations1981Shu-Jen J. Chen, C. L. Hwang +2 more
Lecture notes in economics and mathematical systemsMultiple Attribute Decision Making
8,145 Citations1981Ching-Lai Hwang, Kwangsun Yoon
Management ScienceDecision-Making in a Fuzzy Environment
6,763 Citations1970Richard Bellman, L. A. Zadeh
International Journal of Systems ScienceOperations on fuzzy numbers
2,631 Citations1978Didier Dubois, Henri Prade
The usual algebraic operations on real numbers are extended to fuzzy numbers by the use of a fuzzification principle, and the practical use of fuzzified operations is shown to be easy, requiring no more computation than when dealing with error intervals in classic tolerance analysis.
IGI Global eBooksThe Analytic Hierarchy Process
1,334 Citations2011John Wang, Chandana Chakraborty +1 more
Fuzzy Sets and SystemsRanking alternatives using fuzzy numbers
516 Citations1985James J. Buckley
This work investigates the problem of employing expert opinion to rank alternatives across a set of criteria and employs fuzzy arithmetic to compute an issue's fuzzy ranking.
Journal of Travel ResearchService Quality and Customer Loyalty in the Commercial Airline Industry
501 Citations1993Peter L. Ostrowski, Terrence V. O′Brien +1 more
Information SciencesAlgebraic characteristics of extended fuzzy numbers
168 Citations1991Renhong Zhao, Rakesh Govind
The regularity and the spread are defined for describing the algebraic properties of extended fuzzy numbers and A − A = θ, which is a natural extension from the nonfuzzy field, is proved.
Journal of Marketing ResearchUnderstanding How Product Attributes Influence Product Categorization: Development and Validation of Fuzzy Set-Based Measures of Gradedness in Product Categories
98 Citations1999Madhubalan Viswanathan, Terry L. Childers
Transportation JournalEvaluating service quality and productivity in the regional airline industry
94 Citations1994Lawrence J. Truitt, Ray M. Haynes
Journal of Professional Services MarketingService Quality in the Airline Industry
74 Citations1993Kevin M. Elliott, David Roach
Measurement Science and TechnologyEstimation of non-statistical uncertainty using fuzzy-set theory
66 Citations2000Xintao Xia, Zhongyu Wang +1 more
A novel method using a fuzzy practicable interval to characterize non-statistical uncertainty in dynamic measurement is proposed, which permits the uncertainty being estimated under the conditions that the number of measurements is very small and the probability distribution unknown.
Transportation JournalBRINGING QUALITY BACK TO COMMERCIAL AIR TRAVEL
51 Citations1988K N Gourdin
Surprisingly, in water and over a wide pH range, N1 linkage isomers (3a, 2a) form in considerably higher amounts than can be expected on the basis of the tautomer equilibrium.
Journal of Travel & Tourism MarketingModelling Site Location Decisions in Tourism
22 Citations1994Luiz Moutinho, Bruce Curry
Two different approaches that can be applied to site location analysis and selection in tourism: spreadsheet models, and the Analytic Hierarchy Process are focused on.