IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v109y2023ics0969699723000182.html
   My bibliography  Save this article

Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines

Author

Listed:
  • Dehnavi, Morteza Narimani
  • Yazdian, Seyed Ahmad
  • Sadjadi, Seyed Jafar

Abstract

Today airlines have a special place in passenger transport. Iran Aseman Airlines (IAA)is one of the top airlines in Iran that has been able to occupy a significant share of the Iranian aviation market in recent years. In addition to this company, there are other powerful companies that have forced IAA to update the services and improve the quality of services provided to increase customer satisfaction in the existing competitive environment. There is an urgent call for large companies for optimizing resource allocation to enhance customer satisfaction to survive in the business environment. In this study, the most important factors affecting customer satisfaction in Aseman Airlines were identified and ranked by the Best-Worst Method to allocate resources to increase customer satisfaction optimally. Airline's resources were identified in four different categories: class holding, rewarding, human resource allocation, and direct costs to enhance customer satisfaction. According to the weight of the factors considered by customers and the airline's limitations, an Integer Linear Programming Model was developed, and finally, Practical solutions to improve performance were given to senior managers.

Suggested Citation

  • Dehnavi, Morteza Narimani & Yazdian, Seyed Ahmad & Sadjadi, Seyed Jafar, 2023. "Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines," Journal of Air Transport Management, Elsevier, vol. 109(C).
    • Handle: RePEc:eee:jaitra:v:109:y:2023:i:c:s0969699723000182
    DOI: 10.1016/j.jairtraman.2023.102375
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699723000182
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2023.102375?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. El-Adly, Mohammed Ismail, 2019. "Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 322-332.
    2. Rahim A. Ganiyu, 2017. "Customer Satisfaction And Loyalty: A Study Of Interrelationships And Effects In Nigerian Domestic Airline Industry," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 2(1), pages 7-20, March.
    3. Stamolampros, Panagiotis & Korfiatis, Nikolaos, 2019. "Airline service quality and economic factors: An ARDL approach on US airlines," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 24-31.
    4. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
    5. Liou, James J.H. & Tsai, Chieh-Yuan & Lin, Rong-Ho & Tzeng, Gwo-Hshiung, 2011. "A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality," Journal of Air Transport Management, Elsevier, vol. 17(2), pages 57-61.
    6. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    7. Kuo Cheng Chung & Paul Juinn Bing Tan, 2022. "Options to Improve Service Quality to Enhance Value Co-Creation for Customers in the Aviation Industry in Taiwan," SAGE Open, , vol. 12(1), pages 21582440221, March.
    8. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.
    9. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    10. Rezaei, Jafar, 2016. "Best-worst multi-criteria decision-making method: Some properties and a linear model," Omega, Elsevier, vol. 64(C), pages 126-130.
    11. Rezaei, Jafar, 2015. "Best-worst multi-criteria decision-making method," Omega, Elsevier, vol. 53(C), pages 49-57.
    12. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
    13. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
    14. Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
    15. Mi, Xiaomei & Tang, Ming & Liao, Huchang & Shen, Wenjing & Lev, Benjamin, 2019. "The state-of-the-art survey on integrations and applications of the best worst method in decision making: Why, what, what for and what's next?," Omega, Elsevier, vol. 87(C), pages 205-225.
    16. Woo, Mina, 2019. "Assessing customer citizenship behaviors in the airline industry: Investigation of service quality and value," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 40-47.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
    2. Danish Farooq & Sarbast Moslem & Arshad Jamal & Farhan Muhammad Butt & Yahya Almarhabi & Rana Faisal Tufail & Meshal Almoshaogeh, 2021. "Assessment of Significant Factors Affecting Frequent Lane-Changing Related to Road Safety: An Integrated Approach of the AHP–BWM Model," IJERPH, MDPI, vol. 18(20), pages 1-17, October.
    3. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    4. Corrente, Salvatore & Greco, Salvatore & Rezaei, Jafar, 2024. "Better decisions with less cognitive load: The Parsimonious BWM," Omega, Elsevier, vol. 126(C).
    5. Besharati Fard, Moein & Moradian, Parisa & Emarati, Mohammadreza & Ebadi, Mehdi & Gholamzadeh Chofreh, Abdoulmohammad & Klemeŝ, Jiří Jaromír, 2022. "Ground-mounted photovoltaic power station site selection and economic analysis based on a hybrid fuzzy best-worst method and geographic information system: A case study Guilan province," Renewable and Sustainable Energy Reviews, Elsevier, vol. 169(C).
    6. Xiao-Kang Wang & Wen-Hui Hou & Chao Song & Min-Hui Deng & Yong-Yi Li & Jian-Qiang Wang, 2021. "BW-MaxEnt: A Novel MCDM Method for Limited Knowledge," Mathematics, MDPI, vol. 9(14), pages 1-17, July.
    7. Chong Li & He Huang & Ya Luo, 2022. "An Integrated Two-Dimension Linguistic Intuitionistic Fuzzy Decision-Making Approach for Unmanned Aerial Vehicle Supplier Selection," Sustainability, MDPI, vol. 14(18), pages 1-24, September.
    8. Sarbast Moslem & Muhammet Gul & Danish Farooq & Erkan Celik & Omid Ghorbanzadeh & Thomas Blaschke, 2020. "An Integrated Approach of Best-Worst Method (BWM) and Triangular Fuzzy Sets for Evaluating Driver Behavior Factors Related to Road Safety," Mathematics, MDPI, vol. 8(3), pages 1-20, March.
    9. Kusi-Sarpong, Simonov & Orji, Ifeyinwa Juliet & Gupta, Himanshu & Kunc, Martin, 2021. "Risks associated with the implementation of big data analytics in sustainable supply chains," Omega, Elsevier, vol. 105(C).
    10. Gholamreza Haseli & Reza Sheikh & Jianqiang Wang & Hana Tomaskova & Erfan Babaee Tirkolaee, 2021. "A Novel Approach for Group Decision Making Based on the Best–Worst Method (G-BWM): Application to Supply Chain Management," Mathematics, MDPI, vol. 9(16), pages 1-20, August.
    11. Wu, Qun & Liu, Xinwang & Zhou, Ligang & Qin, Jindong & Rezaei, Jafar, 2024. "An analytical framework for the best–worst method," Omega, Elsevier, vol. 123(C).
    12. Murad, C.A. & Bellinello, M.M. & Silva, A.J. & Netto, A. Caminada & de Souza, G.F.M. & Nabeta, S.I., 2022. "A novel methodology employed for ranking and consolidating performance indicators in holding companies with multiple power plants based on multi-criteria decision-making method," Operations Research Perspectives, Elsevier, vol. 9(C).
    13. Shiwakoti, Nirajan & Jiang, Hongwei & Nguyen, An Duong, 2022. "Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route," Transport Policy, Elsevier, vol. 124(C), pages 194-202.
    14. Kheybari, Siamak & Javdanmehr, Mahsa & Rezaie, Fariba Mahdi & Rezaei, Jafar, 2021. "Corn cultivation location selection for bioethanol production: An application of BWM and extended PROMETHEE II," Energy, Elsevier, vol. 228(C).
    15. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
    16. Mohammadi, Majid & Rezaei, Jafar, 2020. "Bayesian best-worst method: A probabilistic group decision making model," Omega, Elsevier, vol. 96(C).
    17. Hamid Reza Fazeli & Qingjin Peng, 2023. "Integrated approaches of BWM-QFD and FUCOM-QFD for improving weighting solution of design matrix," Journal of Intelligent Manufacturing, Springer, vol. 34(3), pages 1003-1020, March.
    18. Fumin Deng & Yanjie Li & Huirong Lin & Jinrui Miao & Xuedong Liang, 2020. "A BWM-TOPSIS Hazardous Waste Inventory Safety Risk Evaluation," IJERPH, MDPI, vol. 17(16), pages 1-18, August.
    19. Arman Nedjati & Mohammad Yazdi & Rouzbeh Abbassi, 2022. "A sustainable perspective of optimal site selection of giant air-purifiers in large metropolitan areas," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(6), pages 8747-8778, June.
    20. Elkadeem, M.R. & Younes, Ali & Sharshir, Swellam W. & Campana, Pietro Elia & Wang, Shaorong, 2021. "Sustainable siting and design optimization of hybrid renewable energy system: A geospatial multi-criteria analysis," Applied Energy, Elsevier, vol. 295(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jaitra:v:109:y:2023:i:c:s0969699723000182. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.