Evaluation of the airport service quality indicators using fuzzy AHP framework: an Indian perspective
by Chandra Prakash Garg
International Journal of Services and Operations Management (IJSOM), Vol. 37, No. 3, 2020

Abstract: In this era of globalisation, renewed emphasis on service quality and increased customer expectations have augmented the responsibility of airport operators and managers to provide good service quality at airports. With the growing investment and privatisation at Indian airports; overall quality of airport service emerges as the major differentiating factor among airports. Indian airports are also competing with the other airports globally and concentrating to provide good service quality and experiences to the passengers. They have started focusing on airport service quality (ASQ) indicators with the goal of delivering good service quality, so that passengers can choose their airports for future travel. The aim of this paper is comprehensive evaluation and research of airport service quality dimensions. This paper presents a model based on fuzzy analytical hierarchy process (AHP) to assess the ASQ indicators. A numerical analysis of Indian airports is presented to demonstrate the use of the proposed method. This proposed method considered fuzzy framework that can handle impreciseness and uncertainty. The robustness of the model is verified by sensitivity analysis.

Online publication date: Fri, 06-Nov-2020

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