Title: A hybrid approach for multi-criteria evaluation of airport service quality

Authors: Wen-Hsien Tsai, Hsiao-Chiao Kuo

Addresses: Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan. ' Department of Business Administration, National Central University, Jhongli, Taoyuan 32001, Taiwan and Department of Marketing and Logistics, China University of Technology, Hukou, HsinChu 30301, Taiwan

Abstract: Due to increasing passenger awareness of service quality, international airports worldwide are facing ever greater pressures and making efforts to sustain their competitive advantages. In this study, a hybrid approach is used to guide the evaluation process of airport service quality. The structural relationships and the interrelationships among the service quality criteria are analysed through the interpretive structural modelling method. In addition, the analytic network process method can obtain weightings and overall ranking to each dimension and criterion in the evaluation. Finally, the effectiveness of the approach is illustrated using an empirical study of Taiwan Taoyuan International Airport.

Keywords: service quality; international airports; ISM; interpretive structural modelling; ANP; analytical network process; airport services; standards; SERVQUAL; Taiwan; quality evaluation.

DOI: 10.1504/IJSS.2011.040643

International Journal of Services and Standards, 2011 Vol.7 No.1, pp.78 - 94

Published online: 27 Feb 2015 *

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