A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

[1]  V. Žabkar,et al.  Relationship quality evaluation in retailers' relationships with consumers , 2010 .

[2]  Rong-Ho Lin,et al.  Using a modified grey relation method for improving airline service quality. , 2011 .

[3]  D. Chang.  Applications of the extent analysis method on fuzzy AHP , 1996 .

[4]  Julia Quehl,et al.  Effects of aircraft cabin noise on passenger comfort , 2012, Ergonomics.

[5]  Yu-Hern Chang,et al.  Examining airline service quality from a process perspective , 2005 .

[6]  G. Brundrett,et al.  Comfort and health in commercial aircraft: a literature review , 2001, The journal of the Royal Society for the Promotion of Health.

[7]  Wen-Pai Wang,et al.  Evaluating new product development performance by fuzzy linguistic computing , 2009, Expert Syst. Appl..

[8]  Juan de Oña,et al.  Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches , 2015, Transp. Sci..

[9]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[10]  Heesup Han.  Effects of in-flight ambience and space/function on air travelers' decision to select a low-cost airline. , 2013 .

[11]  Türkay Dereli,et al.  Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey , 2012 .

[12]  Laura Eboli,et al.  An ordinal logistic regression model for analysing airport passenger satisfaction , 2009 .

[13]  Anjali Awasthi,et al.  A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality , 2011, Comput. Ind. Eng..

[14]  Francisco Herrera,et al.  A 2-tuple fuzzy linguistic representation model for computing with words , 2000, IEEE Trans. Fuzzy Syst..

[15]  Joseph O. Rentz,et al.  A measure of service quality for retail stores: Scale development and validation , 1996 .

[16]  G. Grün,et al.  Local and overall thermal comfort in an aircraft cabin and their interrelations , 2011 .

[17]  Jin-woo Park,et al.  The effect of airline service quality on passengers' behavioural intentions: a Korean case study , 2004 .

[18]  Abbas Toloie-Eshlaghy,et al.  An Investigation and Ranking Public and Private Islamic Banks Using Dimension of Service Quality (SERVQUAL) Based on TOPSIS Fuzzy Technique , 2011 .

[19]  Gwo-Hshiung Tzeng,et al.  Using decision rules to achieve mass customization of airline services , 2010, Eur. J. Oper. Res..

[20]  Enrique Herrera-Viedma,et al.  A linguistic multicriteria decision‐making model applied to hotel service quality evaluation from web data sources , 2012, Int. J. Intell. Syst..

[21]  Gülçin Büyüközkan,et al.  Strategic analysis of healthcare service quality using fuzzy AHP methodology , 2011, Expert Syst. Appl..

[22]  F. Pakdil,et al.  Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores , 2007 .

[23]  Dawna L. Rhoades,et al.  Twenty five years of measuring airline service quality or why is airline service quality only good when times are bad , 2014 .

[24]  Macarena Espinilla,et al.  A 360-degree performance appraisal model dealing with heterogeneous information and dependent criteria , 2013, Inf. Sci..

[25]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[26]  L. Richards,et al.  ON THE PSYCHOLOGY OF PASSENGER COMFORT , 1980 .

[27]  Hung-Che Wu,et al.  A hierarchical model of service quality in the airline industry , 2013 .

[28]  Rahim Hussain,et al.  Service quality and customer satisfaction of a UAE-based airline: An empirical investigation , 2015 .

[29]  S. Kelley,et al.  Consumer perceptions of service quality attributes at sporting events , 2001 .

[30]  Henrikas Sivilevičius,et al.  The criteria for identifying the quality of passengers’ transportation by railway and their ranking using AHP method , 2010 .

[31]  P Vink,et al.  Possibilities to improve the aircraft interior comfort experience. , 2012, Applied ergonomics.

[32]  Wolfgang Messner,et al.  The impact of an aircraft's service environment on perceptions of in-flight food quality , 2016 .

[33]  Jin-Woo Park,et al.  A study on the impact of airline service delays on emotional reactions and customer behavior , 2016 .

[34]  P. Enck,et al.  Passenger well-being in airplanes , 2006, Autonomic Neuroscience.

[35]  Alessandra Di Gangi,et al.  Air quality and relative humidity in commercial aircrafts: An experimental investigation on short-haul domestic flights , 2013 .

[36]  Ana Paula Lisboa Sohn,et al.  A Fuzzy SERVQUAL Based Method for Evaluated of Service Quality in the Hotel Industry , 2015 .

[37]  Ching-Fu Chen.  Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan , 2008 .

[38]  Ming-Lang Tseng,et al.  Evaluation of customer perceptions on airline service quality in uncertainty , 2011 .

[39]  Gwo-Hshiung Tzeng,et al.  A Non-Additive Model for Evaluating Airline Service Quality , 2007 .

[40]  Sheng-Hshiung Tsaur,et al.  The evaluation of airline service quality by fuzzy MCDM. , 2002 .

[41]  Daniel Chingang Nde,et al.  Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction. : An Empirical Study of Grocery Stores in Umeå. , 2010 .

[42]  Faizan Ali,et al.  The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity , 2016 .

[43]  Susan M. Keaveney,et al.  Customer Switching Behavior in Service Industries: An Exploratory Study , 1995 .

[44]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[45]  Gwo-Hshiung Tzeng,et al.  A hybrid ANP model in fuzzy environments for strategic alliance partner selection in the airline industry , 2011, Appl. Soft Comput..

[46]  Ghada Abdllah,et al.  Managing tourists’ needs and expectations: ِAn empirical analysis of the Egyptian airline sector , 2007 .

[47]  Ming-Shin Kuo,et al.  A soft computing method for selecting evaluation criteria of service quality , 2007, Appl. Math. Comput..

[48]  Juan de Oña,et al.  A classification tree approach to identify key factors of transit service quality , 2012, Expert Syst. Appl..

[49]  Siew Imm Ng,et al.  An investigation of key competitiveness indicators and drivers of full-service airlines using Delphi and AHP techniques , 2016 .

[50]  Antonin Miller,et al.  New Approach to Industrial Engineering Education with the Help of Interactive Tools , 2015 .

[51]  Fariba Alamdari,et al.  Airline in-flight entertainment: the passengers’ perspective , 1999 .

[52]  Il-Sun Yang,et al.  Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement , 2012 .

[53]  crisci. anna,et al.  A Panel Data Approach to Evaluate the Passenger Satisfaction of a Public Transport Service , 2014 .

[54]  J S H M Wismans,et al.  Aspects of seat modelling for seating comfort analysis. , 2005, Applied ergonomics.

[55]  Yingxin Zhu,et al.  Field study of thermal environment spatial distribution and passenger local thermal comfort in aircraft cabin , 2014 .

[56]  Kai-Chieh Hu,et al.  Quality risk assessment model for airline services concerning Taiwanese airlines , 2016 .

[57]  Eftihia Nathanail,et al.  Measuring the quality of service for passengers on the hellenic railways , 2008 .

[58]  William T. Pullen,et al.  DEFINITION AND MEASUREMENT OF QUALITY OF SERVICE FOR LOCAL PUBLIC TRANSPORT MANAGEMENT , 1993 .

[59]  Jeng-Ming Yih,et al.  An evaluation of airline service quality using the fuzzy weighted SERVQUAL method , 2011, Appl. Soft Comput..

[60]  Juan de Oña,et al.  Perceived service quality in bus transit service: A structural equation approach , 2013 .

[61]  C. Yeh,et al.  Evaluating passenger services of Asia-Pacific international airports , 2003 .

[62]  Jin-Woo Park,et al.  Passenger perceptions of service quality: Korean and Australian case studies , 2007 .

[63]  Ming-Lang Tseng,et al.  Evaluating the customer perceptions on in-flight service quality , 2011 .

[64]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[65]  I-Shuo Chen,et al.  A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry , 2016 .

[66]  N. Ahmadpour.  Aircraft Passenger Comfort Experience: Subjective Variables and Links to Emotional Responses , 2014 .

[67]  David A. Hensher,et al.  Productivity measurement in the urban bus sector , 1995 .

[68]  Ming-Shin Kuo,et al.  A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines , 2011 .

[69]  Kai-Chieh Hu,et al.  Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area , 2003 .

[70]  L. Eboli,et al.  Service Quality Attributes Affecting Customer Satisfaction for Bus Transit , 2007 .

[71]  P. A. Dabholkar.  Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality , 1996 .

[72]  Yonghwi Noh,et al.  Airline customer satisfaction and loyalty: impact of in-flight service quality , 2009 .

[73]  Mukesh Mohan Pandey,et al.  Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method , 2016 .

[74]  Hsiu-Fen Lin,et al.  Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers , 2015 .

[75]  Laura Eboli,et al.  A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view , 2011 .

[76]  Gülin Feryal Can,et al.  A voice in the skies: Listening to airline passenger preferences , 2016 .

[77]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[78]  Lotfi A. Zadeh,et al.  Fuzzy Sets , 1996, Inf. Control..

[79]  Keng-Boon Ooi,et al.  An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline , 2015, Expert Syst. Appl..

[80]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[81]  John F. O'Connell,et al.  The strategic capability of Asian network airlines to compete with low-cost carriers , 2015 .

[82]  D. Gilbert,et al.  PASSENGER EXPECTATIONS AND AIRLINE SERVICES: A HONG KONG BASED STUDY , 2003 .

[83]  Wing-Hung Ki,et al.  Area-efficient CMOS charge pumps for LCD drivers , 2003, IEEE J. Solid State Circuits.

[84]  Gülçin Büyüközkan,et al.  A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry , 2012, Expert Syst. Appl..

[85]  Natcha Thawesaengskulthai,et al.  Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety , 2016 .

[86]  P. Vink,et al.  The aircraft interior comfort experience of 10,032 passengers , 2011 .

[87]  Cigdem Basfirinci,et al.  A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model , 2015 .