教師資料查詢 | 類別: 期刊論文 | 教師: 許超澤 Chao-Che Hsu (瀏覽個人網頁)

標題: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
語言英文
ISSN2168-1015;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
國別新加坡
公開徵稿
出版型式,電子版
相關連結
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