Abstract The highly competitive aviation industry necessitates for continuous improvement in service quality of airports. The study has attempted to investigate the service quality of two gateway airports of Thailand, Suvarnabhumi (BKK) and Don Mueang (DMK) and has identified the scope of improvements. The service quality of the airport was investigated using the Fuzzy Multi Criteria Decision Making (MCDM) Method. It also employs Improvement Performance Analysis using a fuzzy expert system which renders the managerial implications pertaining to identification of improvement areas. The findings of the study, exhibit that the service quality of both the airports, BKK and DMK, is satisfactory, however some areas require improvement which was identified and suggested. The study demonstrates and signifies that the Fuzzy MCDM method is promising and pragmatic decision making tool for the airport service quality measurements.
Highlights Attempts to investigate the service quality of the airports using Fuzzy Multi-Criteria Decision Making Method (MCDM). Signifies that Fuzzy MCDM method is promising decision making tool for the airport service quality (ASQ) measurements. Contributes theoretically by filling the gap in literature for evaluation of ASQ based on Fuzzy MCDM method. Exhibits that the Service Quality of the airports is satisfactory, however some areas of improvement are suggested.
Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method
Journal of Air Transport Management ; 57 ; 241-249
2016-08-26
9 pages
Article (Journal)
Electronic Resource
English
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