The evaluation of airline service quality by fuzzy MCDM

This study applies the fuzzy set theory to evaluate the service quality of airline. Service quality is a composite of various attributes, among them many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondent in replying to the survey. In order to overcome the issue, we invite fuzzy set theory into the measurement of performance. By applying AHP in obtaining criteria weight and TOPSIS in ranking, we found the most concerned aspects of service quality are tangible and the least is empathy. The Most concerned attribute is courtesy, safety and comfort. (C) 2002 Elsevier Science Ltd. All rights reserved.