 A fuzzy logic model for competitive assessment of airline service qualityMargaret F. Shipley and Steven P. Coy International Journal of Productivity and Quality Management, 2009, vol. 4, issue 1, 84-102 Abstract: The purpose of this paper is to develop an operational performance model with direct applicability to the post-9/11 US airline industry. The premise is to come as close as possible to ideal performance goals for five operational parameters i.e., on-time arrival, turnaround time, cascade delay percentage, taxi-out time, and taxi in time, based on length of haul. Since airline-operating performance depends upon several factors that cannot be described in crisp terms, these data fit within fuzzy logic set descriptors and theory. A database of numerical scores is transformed into a fuzzy database, and then fuzzy probabilities are used to assess the belief that the scores fall within the desired range for each criterion. Industry data are used to compare individual airline carrier performance measurements to anticipated industry operational goals. Application potential for the model is not restricted, however, to this industry. Keywords: service quality; airline industry; fuzzy logic; operational performance; quality measurement; competitive assessment; airline quality; airline on-time performance; performance measurement. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpqma:v:4:y:2009:i:1:p:84-102 Access Statistics for this article More articles in International Journal of Productivity and Quality Management from Inderscience Enterprises Ltd |
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