An evaluation of airline service quality using the fuzzy weighted SERVQUAL method

Chou, Chien-Chang; Liu, Li-Jen; Huang, Sue-Fen; Yih, Jeng-Ming; Han, Tzeu-Chen

doi:10.1016/j.asoc.2010.07.010

Cited by 236 publications

(131 citation statements)

References 61 publications

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“…Chou, Liu, Huang, Yih, and Han [8] viewed that the service quality of airlines became a key success factor for airline companies nowadays. They competed with each other by increasing their service quality to satisfy their passengers.…”

Section: Introductionmentioning

confidence: 99%

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The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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Abstract-The main purpose of this study is to examine the relationship between five dimensions of service quality of low cost airlines and consumers' post purchase behavioral intentions. This study found that in low cost carriers, three service quality factors comprisingassurance, reliability and empathyhave a significant influence on consumers' post purchase behavioral intentions.Index Terms-About Airline service quality, post purchase, behavioral intention, low cost carriers

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Section: Introductionmentioning

confidence: 99%

“…Pakdil & Aydın [12] SERVQUAL was found as a tool to measure service quality in many past studies [6], [8], [9], [11] …”

Section: Introductionmentioning

confidence: 99%

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

Lerrthaitrakul¹,

Panjakajornsak²

2014

IJTEF

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“…Using the 2-tuple linguistic weighted average operator to compute the aggregated ratings of criteria and the overall in-flight service quality of alternatives, Büyüközkan and Ç ifçi [13] proposed the e-sq framework which is illustrated with a web service performance example of healthcare sector in Turkey by using a combined multiple criteria decision-making (MCDM) methodology containing fuzzy analytic hierarchy process (AHP) and fuzzy technique for order performance by similarity to ideal solution (TOPSIS). Chou et al [14] proposed a fuzzy weighted SERVQUAL model for evaluating the airline service quality. Liao and Kao propose a novel approach to customer service management.…”

Section: Literature Reviewmentioning

confidence: 99%

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

Zhang

2018

Discrete Dynamics in Nature and Society

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How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation information at the same time. In this method, we first use expert Delphi method to get service elements and service items. Meanwhile, we design questionnaires to collect customer language fuzzy evaluation information and use FHAHP model to calculate the relative weight vector of the service items. Second, the customer is subdivided into market segmentation considering the customer total consumption and the service expectation value using the Logit model. Next, the customer satisfaction of the service schemes is calculated considering the customer's expectation of the service schemes. Then, the maximum satisfaction of the customer group is calculated under the condition of enterprise resource constraint. Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.

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“…Internet banks can enhance their service quality according to the result of this article. Chou et al (2011) made an effort to establish a fuzzy weighted SERVQUAL model for assessing the airline service quality. Taiwanese Airline was evaluated by this model.…”

Section: Fuzzymentioning

confidence: 99%

A state-of-art survey on TQM applications using MCDM techniques

Mohammadshahi¹

2013

10.5267/j.dsl

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In today's competitive economy, quality plays an essential role for the success business units and there are considerable efforts made to control and to improve quality characteristics in order to satisfy customers' requirements. However, improving quality is normally involved with various criteria and we need to use Multi Criteria Decision Making (MCDM) to handle such cases. In this state-of the-art literature survey, 45 articles focused on solving quality problems by MCDM methods are investigated. These articles were published between 1994 and 2013.Seven areas were selected for categorization: (1) AHP, Fuzzy AHP, ANP and Fuzzy ANP, (2) DEMATEL and Fuzzy DEMATEL, (3) GRA, (4) Vikor and Fuzzy Vikor, (5) TOPSIS, Fuzzy TOPSIS and combination of TOPSIS and AHP, (6) Fuzzy and (7) Less frequent and hybrid procedures. According to our survey, Fuzzy based methods were the most popular technique with about 40% usage among procedures. Also AHP and ANP were almost 20% of functional methods. This survey ends with giving recommendation for future researches.

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An evaluation of airline service quality using the fuzzy weighted SERVQUAL method

Cited by 236 publications

References 61 publications

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

The Airline Service Quality Affecting Post Purchase Behavioral Intention: Empirical Evidence from the Low Cost Airline Industry

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

A state-of-art survey on TQM applications using MCDM techniques

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