Using a modified grey relation method for improving airline service quality

淡江大學機構典藏 > 商管學院 > 運輸管理學系暨研究所 > 期刊論文 > Item 987654321/62114

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題名:	Using a modified grey relation method for improving airline service quality
作者:	Liou, James J.-H.;Hsu, Chao-Che;Yeh, Wen-Chien;Lin, Rong-Ho
貢獻者:	淡江大學運輸管理學系
關鍵詞:	Service quality;Customers’ needs;Airline;Grey relation;SERVQUAL;Multiple-criteria decision-making (MCDM)
日期:	2011-12
上傳時間:	2011-10-17 22:37:31 (UTC+8)
出版者:	Kidlington: Pergamon
摘要:	This study applies a modified grey relation method to improve service quality among domestic airlines in Taiwan. First, we replace the referential alternative (sequence) with an aspired alternative, which should better reflect the reality of today’s competitive markets. Second, because the compared alternatives do not usually have the same criteria/aspects, traditional methods are unsuitable to deal with them. Our model fixes this problem, allowing decision-makers to understand the gaps between alternatives and aspired levels in practice. Third, we develop a new ranking index to measure the airlines’ competitiveness in terms of service quality. To validate the effectiveness of our model, we conduct a large sample survey. We also provide managerial improvements needed by each carrier to achieve the aspired level of customer satisfaction.
關聯:	Tourism Management 32(6), pp.1381-1388
DOI:	10.1016/j.tourman.2011.01.013
顯示於類別:	[運輸管理學系暨研究所] 期刊論文

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