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A survey analysis of service quality for domestic airlines

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  1. 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.
  2. Liou, James J.H. & Hsu, Chao-Che & Yeh, Wen-Chien & Lin, Rong-Ho, 2011. "Using a modified grey relation method for improving airline service quality," Tourism Management, Elsevier, vol. 32(6), pages 1381-1388.
  3. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  4. 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.
  5. 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.
  6. Chang, Yu-Hern & Yeh, Chung-Hsing, 2017. "Corporate social responsibility and customer loyalty in intercity bus services," Transport Policy, Elsevier, vol. 59(C), pages 38-45.
  7. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
  8. 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.
  9. 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.
  10. Hongwei Jiang & Chrystal Zhang & Gan Xiao & He Ren & Xi Chen, 2017. "An investigation of in flight service quality of Chinese carriers in Australia-China market," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 3(2), pages 77-89.
  11. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
  12. Rahim A. Ganiyu, 2016. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 52(1), pages 94-117, December.
  13. 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).
  14. Harshitha Urs Ajjipura Shankar & Udaya Kumara Kodipalya Nanjappa & M. D. Alsulami & Ballajja C. Prasannakumara, 2022. "A Fuzzy AHP-Fuzzy TOPSIS Urged Baseline Aid for Execution Amendment of an Online Food Delivery Affability," Mathematics, MDPI, vol. 10(16), pages 1-24, August.
  15. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
  16. Shokouhyar, Sajjad & Shokoohyar, Sina & Safari, Sepehr, 2020. "Research on the influence of after-sales service quality factors on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  17. HakJun Song & Wenjia Ruan & Yunmi Park, 2019. "Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines," Sustainability, MDPI, vol. 11(12), pages 1-14, June.
  18. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
  19. 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.
  20. 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.
  21. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
  22. 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.
  23. Meltem CABER, 0. "Customer-Based Market Positions of Domestic Airlines in Turkey," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 4(1), pages 9-19.
  24. 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.
  25. 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.
  26. 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.
  27. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  28. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
  29. Aydin Ozlem & Pakdil Fatma, 2008. "Fuzzy SERVQUAL Analysis in Airline Services," Organizacija, Sciendo, vol. 41(3), pages 108-115, May.
  30. 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.
  31. Hongwei Jiang, 2013. "An investigation of airline service quality and passenger satisfaction - the case of China Eastern Airlines in Wuhan region," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 2(1/2), pages 54-65.
  32. 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.
  33. Vadivelu Tharanikaran & Sutha Sritharan & Vadivelu Thusyanthy, 2017. "Service Quality and Customer Satisfaction in the Electronic Banking," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 1-67, March.
  34. 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.
  35. 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.
  36. 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.
  37. Deveci, Muhammet & Demirel, Nihan Çetin & Ahmetoğlu, Emine, 2017. "Airline new route selection based on interval type-2 fuzzy MCDM: A case study of new route between Turkey- North American region destinations," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 83-99.
  38. 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.
  39. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
  40. 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).
  41. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
  42. Enrico Ciavolino & Antonio Calcagnì, 2014. "A generalized maximum entropy (GME) approach for crisp-input/fuzzy-output regression model," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(6), pages 3401-3414, November.
  43. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
  44. 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.
  45. 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.
  46. 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.
  47. Rigas, Konstantinos, 2009. "Boat or airplane? Passengers’ perceptions of transport services to islands. The example of the Greek domestic leisure market," Journal of Transport Geography, Elsevier, vol. 17(5), pages 396-401.
  48. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
  49. Mohammad Rashid & Debapratim Pandit, 2017. "Determination of appropriate service quality attributes for household toilets in rural settlements of India based on user perception," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 19(4), pages 1381-1406, August.
  50. Perçin, Selçuk, 2018. "Evaluating airline service quality using a combined fuzzy decision-making approach," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 48-60.
  51. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
  52. 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.
  53. 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.
  54. Nicole Kalemba & Fernando Campa-Planas, 2018. "The quality effect on the profitability of US airline companies," Tourism Economics, , vol. 24(3), pages 251-269, May.
  55. 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.
  56. 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.
  57. Vadim V. Krivorotov & Alexei V. Kalina & S.E. Erypalov, 2022. "Modern Assessment and Forecast Prospects of the Competitiveness of the World's Largest Manufacturers of Copper Products," Journal of Applied Economic Research, Graduate School of Economics and Management, Ural Federal University, vol. 21(4), pages 734-774.
  58. Bayuaji Prasetyo & Areo, Adebowale Biodun & Omotayo, Vincent Adewale, 2020. "Board Attributes And Quality Of Financial Reporting In Nigerian Companies: An Empirical Evidence," Malaysian E Commerce Journal (MECJ), Zibeline International Publishing, vol. 4(2), pages 33-38:4, May.
  59. Papageorgiou Í. Athina, 2016. "Service Quality And Customer Satisfaction In Air Transportation," Tourism Research Institute, Journal of Tourism Research, vol. 15(1), pages 3-20, June.
  60. Peeraya Thongkruer & Sawat Wanarat, 2023. "The Relationship between Air Travel Service Quality and Factors of Theory of Planned Behavior: Evidence from Low-Cost Airlines in Thailand," Sustainability, MDPI, vol. 15(11), pages 1-26, May.
  61. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.
  62. 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.
  63. Chang, Yu-Hern & Yeh, Chung-Hsing, 2016. "Managing corporate social responsibility strategies of airports: The case of Taiwan’s Taoyuan International Airport Corporation," Transportation Research Part A: Policy and Practice, Elsevier, vol. 92(C), pages 338-348.
  64. Rajak, Manindra & Shaw, Krishnendu, 2019. "Evaluation and selection of mobile health (mHealth) applications using AHP and fuzzy TOPSIS," Technology in Society, Elsevier, vol. 59(C).
  65. 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.
  66. Johan W de, 2013. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach," Journal of Economics and Behavioral Studies, AMH International, vol. 5(11), pages 752-761.
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