The evaluation of airline service quality by fuzzy MCDM

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Title:	The evaluation of airline service quality by fuzzy MCDM
Authors:	Tsaur SH Chang TY Yen CH
Contributors:	企管系
Keywords:	AHP fuzzy MCDM TOPSIS airline service quality
Date:	2002
Issue Date:	2009-12-11 10:00:57 (UTC+8)
Abstract:	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
Relation:	TOURISM MANAGEMENT Volume: 23 Issue: 2 Pages: 107-115
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] periodical articles

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