Chapter
Apr 26, 2012
The Evaluation Method of Service Quality for Passenger Transportation Airlines by Customer Perceives
Authors: Chun-xiang Guo [email protected] and College of traffic and transportation, Southwest Jiaotong University, Chengdu 610031, China, Qi-yuan Peng [email protected], and Yao-huang Guo [email protected]Author Affiliations
Publication: International Conference on Transportation Engineering 2007
Abstract
Service quality is the first consideration of the passenger airlines, which will have direct effect on their reputation, economic benefit, even their survival. Airlines can understand their relative competitive advantages by the scientific and subjective evaluation method. A method of multi-criteria analysis based on similarity degree between fuzzy linguistic is proposed, when the service quality perceived by customer is expressed using fuzzy linguistic. The customers' perception assessment is aggregated, the similarity degree between airlines and positive ideal airline and negative ideal airline by utilizing similarity relations, the comprehensive preference of customers about service quality is gained, the preference structure possessing partial order characteristic. Example shows that the method is scientific and effective, which can guide the airlines to formulate the tactics.
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© 2007 American Society of Civil Engineers.
History
Published online: Apr 26, 2012
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ASCE Technical Topics:
- Aggregates
- Air pollution
- Air quality
- Air transportation
- Artificial intelligence and machine learning
- Business management
- Client relationships
- Computer programming
- Computing in civil engineering
- Economic factors
- Environmental engineering
- Fuzzy logic
- Infrastructure
- Management methods
- Passengers
- Pavements
- Pollution
- Practice and Profession
- Public transportation
- Quality control
- Transportation engineering
Authors
Affiliations
Chun-xiang Guo [email protected] and College of traffic and transportation, Southwest Jiaotong University, Chengdu 610031, China
School of Science, Southwest University of Science and Technology, Mianyang 621000, China. E-mail: [email protected] and College of traffic and transportation, Southwest Jiaotong University, Chengdu 610031, China
College of traffic and transportation, Southwest Jiaotong University, Chengdu 610031, China. E-mail: [email protected]
School of Economics and Management, Southwest Jiaotong University, Chengdu 610031, China. E-mail: [email protected]
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