Evaluating passenger services of Asia-Pacific international airports

This paper presents a fuzzy multiattribute decision making approach for evaluating passenger service quality of 14 major Asia-Pacific international airports via surveys. Based on the concept of the degree of optimality, an overall service performance index for each airport is obtained by incorporating the decision maker's confidence level and preference on fuzzy assessments of the respondents. The index helps the airports understand their relative rankings in terms of manageable passenger service attributes. The approach provides an effective alternative to performance evaluation of airport services involving subjective assessments of qualitative attributes. (C) 2002 Elsevier Science Ltd. All rights reserved.