✦ LIBER ✦

The evaluation of airline service quality by fuzzy MCDM

✍ Scribed by Sheng-Hshiung Tsaur; Te-Yi Chang; Chang-Hua Yen

Publisher: Elsevier Science
Year: 2002
Tongue: English
Weight: 161 KB
Volume: 23
Category: Article
ISSN: 0261-5177
DOI: 10.1016/s0261-5177(01)00050-4

No coin nor oath required. For personal study only.

✦ Synopsis

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.

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