A non-additive model for evaluating airline service quality

James J.H. Liou and Gwo-Hshiung Tzeng

Journal of Air Transport Management, 2007, vol. 13, issue 3, 131-138

Abstract: 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.

Keywords: Airline service quality; Analytic hierarchy process; Factor analysis; Fuzzy integral; Grey relation analysis (search for similar items in EconPapers)
Date: 2007
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Citations: View citations in EconPapers (50)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:13:y:2007:i:3:p:131-138

DOI: 10.1016/j.jairtraman.2006.12.002

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