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A survey analysis of service quality for domestic airlines

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  • Chang, Yu-Hern
  • Yeh, Chung-Hsing
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    File URL: http://www.sciencedirect.com/science/article/pii/S0377-2217(01)00148-5
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    Article provided by Elsevier in its journal European Journal of Operational Research.

    Volume (Year): 139 (2002)
    Issue (Month): 1 (May)
    Pages: 166-177

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    Handle: RePEc:eee:ejores:v:139:y:2002:i:1:p:166-177
    Contact details of provider: Web page: http://www.elsevier.com/locate/eor

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    1. Stewart, TJ, 1992. "A critical survey on the status of multiple criteria decision making theory and practice," Omega, Elsevier, vol. 20(5-6), pages 569-586.
    2. Yeh, Chung-Hsing & J. Willis, Robert & Deng, Hepu & Pan, Hongqi, 1999. "Task oriented weighting in multi-criteria analysis," European Journal of Operational Research, Elsevier, vol. 119(1), pages 130-146, November.
    3. van Gennip, C.E.G. & Hulshof, J.A.M. & Lootsma, F.A., 1997. "A multi-criteria evaluation of diseases in a study for public-health planning," European Journal of Operational Research, Elsevier, vol. 99(2), pages 236-240, June.
    4. Raju, Komaragiri Srinivasa & Pillai, C. R. S., 1999. "Multicriterion decision making in river basin planning and development," European Journal of Operational Research, Elsevier, vol. 112(2), pages 249-257, January.
    5. Liang, Gin-Shuh, 1999. "Fuzzy MCDM based on ideal and anti-ideal concepts," European Journal of Operational Research, Elsevier, vol. 112(3), pages 682-691, February.
    6. James S. Dyer & Peter C. Fishburn & Ralph E. Steuer & Jyrki Wallenius & Stanley Zionts, 1992. "Multiple Criteria Decision Making, Multiattribute Utility Theory: The Next Ten Years," Management Science, INFORMS, vol. 38(5), pages 645-654, May.
    7. Hellendoorn, Hans, 1997. "After the fuzzy wave reached Europe," European Journal of Operational Research, Elsevier, vol. 99(1), pages 58-71, May.
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    Cited by:

    1. Wang, Qi & Wu, Chong & Sun, Yang, 2015. "Evaluating corporate social responsibility of airlines using entropy weight and grey relation analysis," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 55-62.
    2. Chang, Yu-Hern & Yeh, Chung-Hsing, 2004. "A new airline safety index," Transportation Research Part B: Methodological, Elsevier, vol. 38(4), pages 369-383, May.
    3. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
    4. Zhang, Ling & Zhang, Luping & Zhou, Peng & Zhou, Dequn, 2015. "A non-additive multiple criteria analysis method for evaluation of airline service quality," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 154-161.
    5. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    6. Lazim ABDULLAH & Nurhanadia WAHAB, 2010. "A Fuzzy Decision Making Approach In Evaluating Ferry Service Quality," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 2(1), pages 94-107, March.
    7. Yeh, Chung-Hsing & Xu, Yan, 2013. "Managing critical success strategies for an enterprise resource planning project," European Journal of Operational Research, Elsevier, vol. 230(3), pages 604-614.
    8. Kannan, Devika & Jabbour, Ana Beatriz Lopes de Sousa & Jabbour, Charbel José Chiappetta, 2014. "Selecting green suppliers based on GSCM practices: Using fuzzy TOPSIS applied to a Brazilian electronics company," European Journal of Operational Research, Elsevier, vol. 233(2), pages 432-447.
    9. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    10. Liu, Shuang & Proctor, Wendy & Cook, David, 2010. "Using an integrated fuzzy set and deliberative multi-criteria evaluation approach to facilitate decision-making in invasive species management," Ecological Economics, Elsevier, vol. 69(12), pages 2374-2382, October.
    11. Bogdan AVRAM, 2013. "Using the Electronics Development Advantage in Creating a Buzz for the Airline Passengers," Expert Journal of Marketing, Sprint Investify, vol. 1(1), pages 50-54.
    12. De Jager, J.W. & Van Zyl, D. & Toriola, A.L., 2012. "Airline service quality in South Africa and Italy," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 19-21.
    13. Chang, Yu-Hern & Yeh, Chung-Hsing & Wang, Shih-Yi, 2007. "A survey and optimization-based evaluation of development strategies for the air cargo industry," International Journal of Production Economics, Elsevier, vol. 106(2), pages 550-562, April.
    14. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
    15. Roy, Bernard, 2010. "Robustness in operational research and decision aiding: A multi-faceted issue," European Journal of Operational Research, Elsevier, vol. 200(3), pages 629-638, February.
    16. Surovitskikh, Svetlana & Lubbe, Berendien, 2008. "Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 75-81.
    17. Yeh, Chung-Hsing & Chang, Yu-Hern, 2009. "Modeling subjective evaluation for fuzzy group multicriteria decision making," European Journal of Operational Research, Elsevier, vol. 194(2), pages 464-473, April.
    18. Liou, James J.H. & Yen, Leon & Tzeng, Gwo-Hshiung, 2010. "Using decision rules to achieve mass customization of airline services," European Journal of Operational Research, Elsevier, vol. 205(3), pages 680-686, September.
    19. 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.
    20. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
    21. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.

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