Journal
JOURNAL OF AIR TRANSPORT MANAGEMENT
Volume 17, Issue 2, Pages 57-61Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jairtraman.2010.03.004
Keywords
Service quality; Airline service; VIKOR; SERVQUAL; Multiple-criteria decision-making
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This study applies a modified VIKOR method to improve service quality among domestic airlines in Taiwan. Our model allows decision-makers to understand the gaps between alternatives and aspired-levels in practice. A large sample is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired-level. We then applied the modified VIKOR method to establish the gaps in priorities between alternatives and aspired-levels. Finally, based on these gaps in priorities, we provide managerial implications to improve different carriers for satisfying the customers' needs to achieve the aspired-level. (C) 2010 Elsevier Ltd. All rights reserved.
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