Improving airline service quality based on rough set theory and flow graphs
學年 104
學期 1
出版（發表）日期 2015-11-26
作品名稱 Improving airline service quality based on rough set theory and flow graphs
作品名稱（其他語言）
著者 James J. H. Liou; Yen-Ching Chuang; Chao-Che Hsu
單位
出版者
著錄名稱、卷期、頁數 Journal of Industrial and Production Engineering 33(2), pp.123-133
摘要 This study differs from previous studies by applying multivariate statistical analysis and multi-criterion decision-making methods to the improvement of service quality. We use the rough set theory (RST) with a flow graph approach to determine customer attitudes regarding service quality, which can assist managers in developing strategies to improve service quality and thus satisfy the needs of customers. A set of rules is derived from a large sample of airline customers, and its predictive ability is evaluated. The flow graph and the cause-and-effect relationship of the decision rules are heavily exploited in service quality characteristics. As compared with the results of other data-mining analyses, our results are encouraging. This study demonstrates that the combination of the RST model and flow graphs assists in identifying the needs of customers, determining their characteristics, and facilitating the development of an improvement strategy.
關鍵字 rough set;flow graph;service quality;airline;data mining
語言 en
ISSN 2168-1015 2168-1023
期刊性質 國外
收錄於 EI
產學合作
通訊作者 Yen-Ching Chuang
審稿制度 是
國別 SGP
公開徵稿
出版型式 ,電子版
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/106199 )

SDGS 優質教育,產業創新與基礎設施