| Using a modified grey relation method for improving airline service quality | |
|---|---|
| 學年 | 100 |
| 學期 | 1 |
| 出版（發表）日期 | 2011-12-01 |
| 作品名稱 | Using a modified grey relation method for improving airline service quality |
| 作品名稱（其他語言） | |
| 著者 | Liou, James J.-H.; Hsu, Chao-Che; Yeh, Wen-Chien; Lin, Rong-Ho |
| 單位 | 淡江大學運輸管理學系 |
| 出版者 | Kidlington: Pergamon |
| 著錄名稱、卷期、頁數 | Tourism Management 32(6), pp.1381-1388 |
| 摘要 | This study applies a modified grey relation method to improve service quality among domestic airlines in Taiwan. First, we replace the referential alternative (sequence) with an aspired alternative, which should better reflect the reality of today’s competitive markets. Second, because the compared alternatives do not usually have the same criteria/aspects, traditional methods are unsuitable to deal with them. Our model fixes this problem, allowing decision-makers to understand the gaps between alternatives and aspired levels in practice. Third, we develop a new ranking index to measure the airlines’ competitiveness in terms of service quality. To validate the effectiveness of our model, we conduct a large sample survey. We also provide managerial improvements needed by each carrier to achieve the aspired level of customer satisfaction. |
| 關鍵字 | Service quality;Customers’ needs;Airline;Grey relation;SERVQUAL;Multiple-criteria decision-making (MCDM) |
| 語言 | en |
| ISSN | 0261-5177 |
| 期刊性質 | 國外 |
| 收錄於 | SSCI |
| 產學合作 | |
| 通訊作者 | Liou, James J.-H. |
| 審稿制度 | |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | 紙本 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/62114 ) |
| SDGS | 負責任的消費與生產 |
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