Evaluating the quality of airport service using the fuzzy multi-criteria decision-making method: a case study of Taiwanese airports

In today's highly competitive air transportation environment, the quality of airport service is an important issue. In this paper, we present a fuzzy multi-criteria decision-making (MCDM) method for the evaluation of the quality of airport service. The data are collected from the passengers who depart from two international airports in Taiwan. The fuzzy MCDM model is defuzzied using the inverse function arithmetic representation method. The results show that the average quality of the Taoyuan International Airport service is better than that of the Kaohsiung International Airport service. This paper also analyses the quality of airport service using the fuzzy expert system to improve the performance of airport service. The analysis results show that the Kaohsiung International Airport and the Taoyuan International Airports' improvement efforts should be concentrated on seven and five specific service items, respectively. The findings of this paper are to help the decision-makers and the managers of airports improve the quality of airport service.