A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality

James J.H. Liou, Chieh-Yuan Tsai, Rong-Ho Lin and Gwo-Hshiung Tzeng

Journal of Air Transport Management, 2011, vol. 17, issue 2, 57-61

Abstract: This study applies a modified VIKOR method to improve service quality among domestic airlines in Taiwan. Our model allows decision-makers to understand the gaps between alternatives and aspired-levels in practice. A large sample is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired-level. We then applied the modified VIKOR method to establish the gaps in priorities between alternatives and aspired-levels. Finally, based on these gaps in priorities, we provide managerial implications to improve different carriers for satisfying the customers’ needs to achieve the aspired-level.

Keywords: Service quality; Airline service; VIKOR; SERVQUAL; Multiple-criteria decision-making (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (39)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:17:y:2011:i:2:p:57-61

DOI: 10.1016/j.jairtraman.2010.03.004

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