期刊論文

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
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機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/62114 )

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