A hybrid approach for multi-criteria evaluation of airport service quality
by Wen-Hsien Tsai, Hsiao-Chiao Kuo
International Journal of Services and Standards (IJSS), Vol. 7, No. 1, 2011

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.

Online publication date: Fri, 27-Feb-2015

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