Service quality is the first consideration of the passenger airlines, which will have direct effect on their reputation, economic benefit, even their survival. Airlines can understand their relative competitive advantages by the scientific and subjective evaluation method. A method of multi-criteria analysis based on similarity degree between fuzzy linguistic is proposed, when the service quality perceived by customer is expressed using fuzzy linguistic. The customers' perception assessment is aggregated, the similarity degree between airlines and positive ideal airline and negative ideal airline by utilizing similarity relations, the comprehensive preference of customers about service quality is gained, the preference structure possessing partial order characteristic. Example shows that the method is scientific and effective, which can guide the airlines to formulate the tactics.


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    Titel :

    The Evaluation Method of Service Quality for Passenger Transportation Airlines by Customer Perceives


    Beteiligte:
    Guo, Chun-xiang (Autor:in) / Peng, Qi-yuan (Autor:in) / Guo, Yao-huang (Autor:in)

    Kongress:

    First International Conference on Transportation Engineering ; 2007 ; Southwest Jiaotong University, Chengdu, China



    Erscheinungsdatum :

    2007-07-09




    Medientyp :

    Aufsatz (Konferenz)


    Format :

    Elektronische Ressource


    Sprache :

    Englisch




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