A Robust Multi-Criteria Decision-Making Framework for Evaluation of the Airport Service Quality Enablers for Ranking the Airports

ABSTRACT In light of renewed emphasis on service quality, customer expectations, rapidly changing technologies, and the global nature of the commercial aviation industry, airports are trying to offer the best services to their customers. They have begun to concentrating on customer touch points (ASQ enablers), with the aim of improving service quality to lead travellers to select these airports for future travel. This article presents a model based on AHP- Fuzzy TOPSIS for evaluation of ASQ enablers and ranking of the airports. An Indian case analysis is presented to show the application of the proposed approach. Finally, a sensitivity analysis is performed to check the robustness of the model.

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