A Non-Additive Model for Evaluating Airline Service Quality

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.

Record URL:
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
Supplemental Notes:
- Abstract reprinted with permission from Elsevier.
Authors:
- Liou, James J H
- Tzeng, Gwo-Hshiung
Publication Date: 2007-5

Language

English

Media Info

Media Type: Print
Features: Figures; References; Tables;
Pagination: pp 131-138
Serial:
- Journal of Air Transport Management
- Volume: 13
- Issue Number: 3
- Publisher: Elsevier
- ISSN: 0969-6997
- Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

TRT Terms: Airlines; Analytic hierarchy process; Fuzzy logic; Quality of service; Reliability; Safety
Uncontrolled Terms: Non-additive model
Subject Areas: Aviation; Safety and Human Factors;

Filing Info

Accession Number: 01053586
Record Type: Publication
Files: TRIS
Created Date: Jun 15 2007 5:33PM