The evaluation of airline service quality by fuzzy MCDM

Tsaur, Sheng‐Hshiung; Chang, Te‐Yi; Yen, Chang‐Hua

doi:10.1016/s0261-5177(01)00050-4

Cited by 739 publications

(366 citation statements)

References 16 publications

Supporting

Mentioning

349

Contrasting

Unclassified

Order By: Relevance

“…Airline industry is generally regarded as a service business considering the wide range of services provided, such as ticket purchase service, on-board service and lost-baggage handling service [25]. As Solnet and Kandampully (2015) highlighted, the primary function of a service business is to provide service and value to customers.…”

Section: Service and Service Managementmentioning

confidence: 99%

A Case Study of Service Failure and Recovery in Tourism within China Southern Airline

Yang¹,

Hassett²

2018

dtem

View full text Add to dashboard Cite

Abstract. This research looks at the service failure and recovery in the airline industry, a general service business vulnerable to failures such as losing baggage. Based on a real experience interacting with China Southern Airline, the study reviews existing literature and addresses that the service failure is detrimental to maintaining customer loyalty or long-term profitability, whereas a successful recovery is conducive to moderating the risk of losing revenue. Six potential solutions from current literature being evaluated, the study thereupon recommends three practicable strategies that assisting managers in getting further insight into service recovery and eventually minimizing potential losses.

show abstract

Section: Service and Service Managementmentioning

confidence: 99%

A Case Study of Service Failure and Recovery in Tourism within China Southern Airline

Yang¹,

Hassett²

2018

dtem

View full text Add to dashboard Cite

show abstract

“…This method provides greater superiority to classical fuzzy TOPSIS methods [43] . Other researchers have employed TOPSIS and applied that to areas as such as company financial ratios comparison [56] , facility location selection [46] , assessment of service quality in airline industry [57] , materials selection [58] , manufacturing plant location analysis [59,60] , and Robot selection [61] , to mention a few.…”

Section: Multiple Criteria Decision Makingmentioning

confidence: 99%

Group decision making process for RFID-based system selection using fuzzy TOPSIS approach

Mehrjerdi

2013

AIR

View full text Add to dashboard Cite

The purpose of this article is twofold: first to introduce a multi attribute decision making model for radio frequency identification system consisting of four main criteria and five alternatives, and second to develop and solve the proposed fuzzy TOPSIS problem. Author presented an effective fuzzy multi-criteria method based upon the fuzzy model and the concepts of positive ideal and negative ideal solution points for solving problems with a group of multi decision makers. The fuzzy sets concepts are used to evaluate the performance of alternatives and the importance of criteria. The TOPSIS model used in this article is able to grasp the ambiguity exists in the utilized information and the fuzziness appears in the human judgments and preferences. TOPSIS technique can easily produce satisfactory results, and hence stimulates creativity and the invention for developing new methods and alternative approaches. This article is a very useful source of information both for radio frequency identification and multi attribute decision making using fuzzy TOPSIS methodology.

show abstract

“…However, in many real-world problems, ratings and weights cannot be measured precisely as some DMs may express their judgements using linguistic terms such as low, medium, and high (Zadeh 1975, Chen 2000, Tsaur et al 2002. The fuzzy set theory is ideally suited for handling this ambiguity encountered in solving Multi-criteria Decision Making (MCDM) problems.…”

Section: The Fuzzy Logicmentioning

confidence: 99%

A fuzzy group Electre method for electronic supply chain management framework selection

Zandi

Tavana

Martin

2011

International Journal of Logistics Research and Applications

View full text Add to dashboard Cite

The rapid growth of the Internet and electronic commerce has given rise to electronic supply chain management (e-SCM) which enhances communication, coordination, and collaboration between the trading partners. However, when confronted by the range of e-SCM frameworks, organisations struggle to identify the one most appropriate to their needs. In this paper, we propose a novel fuzzy group multi-criteria method for e-SCM framework evaluation and selection. The contribution of the proposed method is fourfold: (1) it addresses the gaps in the SCM literature on the effective and efficient assessment of the e-SCM frameworks; (2) it is grounded in the excellence model introduced by the European Foundation for Quality Management; (3) it provides a comprehensive and systematic framework that combines real options analysis and the analytic hierarchy process with a group Electre method; and (4) it considers fuzzy logic and fuzzy sets to represent ambiguous, uncertain, or imprecise information. We also present the results of a real-world case study to demonstrate the applicability of the proposed framework and exhibit the efficacy of the procedures and the algorithms. We show that the proposed framework can help a group of decision makers to think systematically by decomposing the alternative evaluation process into manageable steps and integrating the results to arrive at a solution consistent with managerial goals and objectives. The analysis of this case study allows for the articulation of a series of key factors that can be considered important in contributing to the successful implementation of the e-SCM framework. The first element is getting the key people on board. The second factor is building internal alliances. The third key ingredient is the persistent and systematic process put in place to evaluate the e-SCM success.

show abstract

The evaluation of airline service quality by fuzzy MCDM

Cited by 739 publications

References 16 publications

A Case Study of Service Failure and Recovery in Tourism within China Southern Airline

A Case Study of Service Failure and Recovery in Tourism within China Southern Airline

Group decision making process for RFID-based system selection using fuzzy TOPSIS approach

A fuzzy group Electre method for electronic supply chain management framework selection

Contact Info

Product

Resources

About