A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

Li, Wenhua; Yu, Shuhui; Pei, Huining; Zhao, Chuan; Tian, Baozhen

doi:10.1016/j.jairtraman.2017.01.006

Cited by 137 publications

(71 citation statements)

References 68 publications

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“…Additionally, Tsaur, Chang and Yen (2002) stated that service quality is a composite formed of various attributes, consisting not only of tangible attributes, but also of intangible and subjective ones such as comfort and safety, as well as was also verified by Aydin (2017), Li, Yu, Pei, Zhao and Tian (2017), Onã, Oña, Eboli and Mazzulla (2016), Su, Swanson and Chen (2016).…”

Section: Theoretical Frameworkmentioning

confidence: 80%

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

Gonçalves

Caetano

2017

J. airl. airpt. manag.

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Purpose: This study proposes a conceptual model of level of service evaluation to a small-sized airport with a focus on departing passengers. Design/methodology:The variables selected to compose the model were chosen according to their adequacy to departing passengers and the airport's characteristics. A survey was conducted, and, posteriorly, exploratory factor analysis was used in order to verify the adequacy of the conceptual model proposed and also to improve it according to the results obtained. Findings:The results show that the level of service of the airport is composed of three dimensions: airport characteristics, passenger processing, and prices. The relative importance of the dimensions according to their contribution to the composition of the airport's overall level of service was also determined.Originality/value: The paper combines theoretical and practical findings in a model for level of service evaluation to a small-sized airport from an air transportation management perspective.

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Section: Theoretical Frameworkmentioning

confidence: 80%

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

Gonçalves

Caetano

2017

J. airl. airpt. manag.

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“…For space reason, the following recent articles which involve a variety of applications (but not limited to these) are cited [59][60][61][62][63][64][65][66][67]. As can be seen, the popularity of AHP is mainly based on its effectiveness in solving real decision problems; so many hybrid models also involve the use of AHP [68][69][70][71]. Recent studies also extend AHP with the fuzzy set logic, e.g., in terms of the intuitionistic fuzzy sets [72][73][74].…”

Section: The Ahp Methods Suggested For Phase Iii's Main Knowledge Discmentioning

confidence: 99%

A Knowledge Discovery Education Framework Targeting the Effective Budget Use and Opinion Explorations in Designing Specific High Cost Product

Chi

Zhuang

Fu³

et al. 2018

Sustainability

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Abstract:For an R&D institution to design a specific high investment cost product, the budget is usually 'large but limited'. To allocate such budget on the directions with key potential benefits (e.g., core technologies) requires, at first and at least, a priority over the involved design criteria, as to discover the relevant decision knowledge for a suitable budgeting plan. Such a problem becomes crucial when the designed product is relevant to the security and military sustainability of a nation, e.g., a next generation fighter. This study presents a science education framework that helps to obtain such knowledge and close the opinion gaps. It involves several main tutorial phases to construct and confirm the set of design criteria, to establish a decision hierarchy, to assess the preferential structures of the decision makers (DMs) (individually or on a group basis), and to perform some decision analyses that are designed to identify the homogeneity and heterogeneity of the opinions in the decision group. The entire framework has been applied in a training course hold in a large R&D institution, while after learning the staff successfully applied these knowledge discovery processes (for planning the budget for the fighter design works and for closing the opinion gaps present). With the staffs' practical exercises, several empirical findings except for the budgeting priority (e.g., the discrimination between 'more important criteria' against the less important ones) are also interesting. For some examples (but not limited to these), it is found that the results from using two measures (statistical correlation vs. geometrical cosine similarity) to identify the opinion gaps are almost identical. It is found that DMs' considerations under various constructs are sometimes consistent, but often hard to be consistent. It is also found that the two methods (degree of divergence (DoD) vs. number of observed subgroups (NSgs)) that are used to understand the opinions' diversity under the constructs are different. The proposed education framework meets the recent trend of data-driven decision-making, and the teaching materials are also some updates to science education.

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“…In recent years, many researchers have introduced fuzzy values to service quality evaluation; for example, Li et al [12] proposed a hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method to evaluate in-flight service quality. The ratings of subcriteria are assessed in linguistic values to express the qualitative evaluation of passengers' subjective opinions, and then the linguistic values are transformed into 2-tuples and the 2-tuple linguistic arithmetic mean operator is utilized to obtain the average ratings of 100 respondents.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to (12)- (15), the probability of selecting the th service item in the case that customer chooses the th service item at the last time is calculated as shown in Table 5.…”

mentioning

confidence: 99%

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

Zhang

2018

Discrete Dynamics in Nature and Society

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How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation information at the same time. In this method, we first use expert Delphi method to get service elements and service items. Meanwhile, we design questionnaires to collect customer language fuzzy evaluation information and use FHAHP model to calculate the relative weight vector of the service items. Second, the customer is subdivided into market segmentation considering the customer total consumption and the service expectation value using the Logit model. Next, the customer satisfaction of the service schemes is calculated considering the customer's expectation of the service schemes. Then, the maximum satisfaction of the customer group is calculated under the condition of enterprise resource constraint. Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.

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A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

Cited by 137 publications

References 68 publications

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

Airport level of service: A model according to departing passengers’ perceptions at a small-sized airport

A Knowledge Discovery Education Framework Targeting the Effective Budget Use and Opinion Explorations in Designing Specific High Cost Product

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

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