Development of interval-valued fuzzy GRA with SERVPERF based on subjective and objective weights for evaluation of airline service quality: A case study of Korea low-cost carriers

PloS One
Sanghoon Lee, Daekook Kang

Abstract

As the airline industry has become ever-more competitive and profitability more tenuous, airline service quality management has grown more important to airlines. Although many studies have focused on the evaluation of airline service quality, some common limitations need to be noted. First, traditional fuzzy logics were utilized to present linguistic variables as fuzzy numbers. However, precise quantification of lower and upper bounds with a single number is often difficult; thus, interval-valued fuzzy sets that represent the lower and upper bounds in the fuzzy number as an interval form should be applied instead. Second, while some studies have applied various multiple-criteria decision-making method [MCDM] and the service quality (SERVQUAL) method for evaluation of airline service quality, few have utilized grey relational analysis (GRA, a simple and data-driven MCDM method applicable to environments with incomplete information) and the service performance (SERVPERF), a performance-based measure that can resolve the ambiguity issue of the expectations construct in SERVQUAL. Third, extant studies dealing with the issue of weighting criteria in the evaluation of airline service quality have focused only on either subjective or ...Continue Reading

Software Mentioned

SERVQUAL
GRA
VIKOR
SERVPERF
TOPSIS

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