Abstract This study applies a modified VIKOR method to improve service quality among domestic airlines in Taiwan. Our model allows decision-makers to understand the gaps between alternatives and aspired-levels in practice. A large sample is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired-level. We then applied the modified VIKOR method to establish the gaps in priorities between alternatives and aspired-levels. Finally, based on these gaps in priorities, we provide managerial implications to improve different carriers for satisfying the customers’ needs to achieve the aspired-level.
A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality
Journal of Air Transport Management ; 17 , 2 ; 57-61
2010-01-01
5 pages
Article (Journal)
Electronic Resource
English
A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality
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