A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

Tsafarakis, Stelios; Kokotas, Theodosios; Pantouvakis, Angelos

doi:10.1016/j.jairtraman.2017.09.010

Cited by 119 publications

(57 citation statements)

References 26 publications

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“…It was also discussed that the quality of food and beverages is greatly affected by the staff service (Messner 2016). Finally, consistent with previous studies (Tsaur et al 2002;Milioti et al 2015;Šebjan et al 2017;Tsafarakis et al 2018), the least significant attribute was found to be in-flight entertainment. Therefore, we can conclude that even though in-flight entertainment systems are important for business travelers, they are not prioritized sufficiently.…”

Section: Discussion Of the Findingssupporting

confidence: 83%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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Section: Discussion Of the Findingssupporting

confidence: 83%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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“…Multi Criteria Decision Making MCDM methods are gaining more popularity in many fields such as logistics, supply chain management, energy, urban development, waste management, and passenger satisfaction measurement (Pamučar and Ćirović, 2015); (Tsafarakis et al, 2018, Milosavljević et al, 2018; (Petrović and Kankaraš, 2018); (Liu et al, 2018); (Vesković et al, 2018); (Pamučar et al, 2018a). MCDM methods generally work as a decision support tool to the problems containing multiple and conflicting objectives.…”

Section: Literature Reviewmentioning

confidence: 99%

“…It also leads to creating competitive pressure among air carriers (Chen et al, 2011). Tsafarakis et al (Tsafarakis et al, 2018) suggested a model for airline passenger satisfaction measurement and service quality improvement. In this context, no research has been done regarding the airline's performance measurements in Libya.…”

Section: Literature Reviewmentioning

confidence: 99%

Ranking the Libyan airlines by using Full Consistency Method (FUCOM) and Analytical Hierarchy Process (AHP)

Badi

Abdulshahed

2019

Oper. Res. Eng. Sci. Theor. Appl.

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Performance measurement and evaluation of the airlines are a key point for improving their performance. This evaluation can help achieving the airline targets. The aim of this paper is to evaluate and compare the performance of four Libyan airlines by considering five main areas of performance; the airline reliability, employees, management, customer's satisfaction and tangibles. In this work, a hybrid method which combined the Full Consistency Method (FUCOM) and Analytical Hierarchy Process (AHP) in one system has been used to assess the four Libyan airlines. In the AHP method, the number of the required pairwise comparisons are increases dramatically with the number of the elements to be compared. The more the comparisons are the higher is the likelihood that the decision maker will introduce erroneous data. In this regard, the problem has been solved by means of using integer, decimal values from the predefined scale for the pairwise comparison of the criteria. The results show that the reliability is the most important performance area followed by satisfaction. Among the four investigated airlines, Libyan Wings were ranked first with a total 0.392 score.

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“…Research into air transport services has mainly focused on service quality and the investigation of factors that have major effects on and correlations with quality (See e.g., References [68][69][70][71][72]). There are not many published research results regarding the design and upgrade of the airline service process.…”

Section: Prior Work and Benchmark Of The In-flight Service Processmentioning

confidence: 99%

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Nam

Lee

2018

Sustainability

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Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

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A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

Cited by 119 publications

References 26 publications

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Ranking the Libyan airlines by using Full Consistency Method (FUCOM) and Analytical Hierarchy Process (AHP)

Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

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