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A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines

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  • Kuo, Ming-Shin

Abstract

This paper presents an effective approach based on combining VIKOR, GRA, and interval-valued fuzzy sets to evaluate service quality of Chinese cross-strait passenger airlines via customer surveys. The proposed approach can enable decision-makers to understand the gaps between alternatives and aspired levels. An empirical study is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired level. Based on the gaps in priorities, it can help an airline to identify its own strengths and weaknesses in specific areas of passenger service to further improve service quality.

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  • Kuo, Ming-Shin, 2011. "A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(6), pages 1177-1193.
    • Handle: RePEc:eee:transe:v:47:y:2011:i:6:p:1177-1193
    DOI: 10.1016/j.tre.2011.05.007
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    7. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
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    14. Deveci, Muhammet & Özcan, Ender & John, Robert & Öner, Sultan Ceren, 2018. "Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 83-98.
    15. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
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    17. Haji Vahabzadeh, Ali & Asiaei, Arash & Zailani, Suhaiza, 2015. "Green decision-making model in reverse logistics using FUZZY-VIKOR method," Resources, Conservation & Recycling, Elsevier, vol. 103(C), pages 125-138.
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    22. Wanke, Peter & Barros, C.P. & Nwaogbe, Obioma R., 2016. "Assessing productive efficiency in Nigerian airports using Fuzzy-DEA," Transport Policy, Elsevier, vol. 49(C), pages 9-19.

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