Journal
EXPERT SYSTEMS WITH APPLICATIONS
Volume 38, Issue 3, Pages 1304-1312Publisher
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.eswa.2010.07.003
Keywords
MCDM; VIKOR; Grey relational analysis; Service quality; Fuzzy sets
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The aim of this paper was to present an effective approach for evaluating service quality of Northeast-Asian international airports by conducting customer surveys. In general, evaluation of service quality is a complex multicriteria decision-making (MCDM) problem; therefore, a complex decision process is often involved in which multiple requirements and fuzzy conditions have to be taken into consideration simultaneously. By combining concepts of VIKOR and grey relational analysis (GRA), a new fuzzy MCDM method was proposed to deal with the evaluation of service quality problems in the international airports. This model was solved by an effective algorithm, which incorporated the decision-maker's attitude and/or preference for customers' assessments on weights and performance ratings of each criterion. An empirical study for evaluating service quality of seven major Northeast-Asian international airports was put forth to illustrate an application of the proposed model. The study results showed that this approach is an effective means for tackling MCDM problems involving subjective assessments of qualitative attributes in a fuzzy environment. Crown Copyright (C) 2010 Published by Elsevier Ltd. All rights reserved.
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