Using decision rules to achieve mass customization of airline services

The measurement of service quality with SERVQUAL for different domestic airline firms in Turkey

“…The mainstream research has been based on the notion that quality of service is perceived and evaluated by customers (Liou & Tzeng, 2007). Measuring expectations and perceptions separately also leads to better understanding of the Dynamics of customers' assesment of service quality over time.…”

“…Gronroos (1993) suggested that measuring passenger experiences in airline service quality is a theoretically valid way of measuring perceived quality. This led to the use of survey questionnaires to collect data for analysis (Liou et al, 2010). A number of studies have addressed service quality issues.…”

A model for aircraft evaluation to support strategic decisions

“…-the impact of airline service quality and comfort on passenger choices (Balcombe, Fraser, & Harris, 2009;Jiang, 2013;Martin, Roman, & Espino, 2008;Park, Robertson, & Wu, 2004;Park, Robertson, & Wu, 2004Wojahn, 2002;Jiang, 2012;Pennig, Quehl, & Rolny, 2012;Wojahn, 2002;Yang, Hsieh, Li, & Yang, 2012;Zhang Y., Zhang, 2012); -the attributes of the airline service quality (Babbar & Koufteros, 2008;Curry & Gao, 2012;De Jager, Van Zyl, & Toriola, 2012;Kim & Lee, 2009;Martin, Roman, & Espino, 2011;Wen & Yeh, 2010) and the customer-value drivers (Boetsch, Bieger, & Wittmer, 2011;Park, Robertson, & Wu, 2009); -the evaluation of airline service quality (Chen & Chang, 2005;Cheng & Chang, 2006;Chou, Liu, Huang, Yih, & Han, 2011;Higgins, Lawphongpanich, Mahoney, & Yin, 2008;Liou & Tzeng, 2007;Pakdil & Aydin, 2007;Tsaur, Chang, & Yen, 2002); -the effect of service quality on airlines' performance (Sim, Koh, & Shetty, 2006), the proposal of methods and strategies for improving airline service quality (Liou, Tsai, Lin, & Tzeng, 2011;Liou, Yen, & Tzeng, 2010;Maji, 2012);…”

A Recent Study on the Rough Set Theory in Multi-Criteria Decision Analysis Problems

“…However, the method which was proposed by Pawlak in 1982 was not really successful in handling data and does not consider the attributes with preference-ranked domain such as criteria, choice and selections [31], [37], [38]. It may generate impure results (noise or error) during the decision analysis task and restricted only to the classification of work [39]. This noise problem is improved by Ziarko [40] who proposed an improved rough set model named variable precision rough set model (VPRS) [40], [41].…”

“…Later on, a new extension of RST named dominance-based rough set approach (DRSA) is introduced by Greco in MCDM process [14], [21], [43]- [45] in dealing with decision makers' preference information. Many decision problems applied DRSA in making decision such as formulating the airline service strategies [39], highway asset management [44], location for a waste incinerator selection [46], and executive competences analysis [17]. Besides, Greco also proposed an enhancement for DRSA which is called as variable consistency dominance-based rough set approach (VC-DRSA) to restructure the inconsistencies of preferences relations (preference information) given by the decision maker [17], [22].…”