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

被引:86
|
作者
Kuo, Ming-Shin [1 ,2 ]
机构
[1] Kainan Univ, Dept Transportat Technol & Management, Tao Yuan 338, Taiwan
[2] Natl Formosa Univ, Dept Ind Engn & Management, Huwei 632, Yunlin, Taiwan
关键词
MCDM; VIKOR; GRA; Service quality; Interval-valued fuzzy sets; GROUP DECISION-MAKING; PERFORMANCE EVALUATION; MULTICRITERIA ANALYSIS; VIKOR; MODEL; TOPSIS; EXTENSIONS; OPERATIONS; IDEAL;
D O I
10.1016/j.tre.2011.05.007
中图分类号
F [经济];
学科分类号
02 ;
摘要
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. (C) 2011 Elsevier Ltd. All rights reserved.
引用
收藏
页码:1177 / 1193
页数:17
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