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A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

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  • Tsafarakis, Stelios
  • Kokotas, Theodosios
  • Pantouvakis, Angelos

Abstract

Measuring customer satisfaction is a key element for modern businesses as it can significantly contribute to a continuing effort of service quality improvement. In order to meet customer expectations and achieve higher quality levels, airlines need to develop a specific mechanism of passenger satisfaction measurement. In this paper we show how MUSA, a multicriteria satisfaction analysis method, can be utilized in order to measure passengers’ satisfaction from a large set of services dimensions, as well as to indicate those dimensions that need to be improved. The effectiveness of the method as a passenger satisfaction measurement and analysis tool is illustrated through an application to Aegean Airlines. The results reveal useful findings with regard to the satisfaction criteria and subcriteria that passengers of a full service airline value most, while interesting patterns emerge in different segmentation schemes.

Suggested Citation

  • Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    • Handle: RePEc:eee:jaitra:v:68:y:2018:i:c:p:61-75
    DOI: 10.1016/j.jairtraman.2017.09.010
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    References listed on IDEAS

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