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.


    Access

    Check access

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method


    Contributors:

    Published in:

    Publication date :

    2016-08-26


    Size :

    9 pages




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English





    Multi-Criteria Decision Making for Autonomous Vehicles using Fuzzy Dempster-Shafer Reasoning

    Claussmann, Laurene / O'Brien, Marie / Glaser, Sebastien et al. | IEEE | 2018


    Trusting technology: Security decision making at airports

    Kirschenbaum, Alan (Avi) / Mariani, Michele / Van Gulijk, Coen et al. | Elsevier | 2012


    Intermodal Terminal Handling Equipment Selection Using a Fuzzy Multi-criteria Decision-making Model

    Mladen Dragan Krstić / Snežana Radoman Tadić / Nikolina Brnjac et al. | DOAJ | 2019

    Free access