A non-additive multiple criteria analysis method for evaluation of airline service quality

Zhang, Ling; Zhang, Luping; Zhou, P.; Zhou, Dequn

doi:10.1016/j.jairtraman.2015.05.006

Cited by 23 publications

(4 citation statements)

References 30 publications

(38 reference statements)

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“…Moreover, punctuality has gotten even worse from 2014 to 2015, reaching levels lower than 60%. Flight delay is not only one of the main drivers to service quality and customer loyalty (Vlachos and Lin, 2014;Zhang et al, 2015), but it also is an important indicator suggesting the status and performance of airline companies (Fan et al, 2014). Furthermore, most of the research just adopts a traditional DEA model to estimate the efficiency and covers a small proportion of airline companies in China.…”

Section: Background On Chinese Airlinesmentioning

confidence: 99%

A structural vector autoregressive model of technical efficiency and delays with an application to Chinese airlines

Tsionas

Chen

2017

Transportation Research Part A: Policy and Practice

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This study reports on the performance assessment of Chinese airlines from 2006-2014 using a stochastic distance function where technical efficiency and a measure of flight delays follow a joint structural autoregressive process. This model is used to investigate whether technical efficiency causes flight punctuality or the other way around. The model, however, yields a non-trivial likelihood function and is not amenable to estimation using least squares or standard maximum likelihood techniques. To estimate the model therefore, we propose and implement maximum simulated likelihood with importance sampling. The results suggest a mutual dependence (feedback) between technical efficiency and delays. Policy implications are derived.

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Section: Background On Chinese Airlinesmentioning

confidence: 99%

A structural vector autoregressive model of technical efficiency and delays with an application to Chinese airlines

Tsionas

Chen

2017

Transportation Research Part A: Policy and Practice

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“…This measure only considers the interactions among k out of n attributes and neglect the higher-order interactions [30]. On the other hand, Zhang et al [31] combined the good features of both the λ-measure and k-order measure to propose the λ k -measure, with the aim of simplifying the overall estimation procedure. Likewise, Larbani et al [16] also developed an alternative fuzzy measure that is more user-friendly, which is known as λ 0 -measure.…”

Section: Related Workmentioning

confidence: 99%

An Alternate Unsupervised Technique Based on Distance Correlation and Shannon Entropy to Estimate λ0-Fuzzy Measure

2020

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λ0-measure is a special type of fuzzy measure. In the context of multi-attribute decision making (MADM), the measure can be used together with Choquet integral to model the interdependencies that usually present between the decision attributes. Unfortunately, the range of techniques available to estimate λ0-measure values is too limited i.e., only four techniques are available to this date. Besides, the review on literature shows that each of these existing techniques either requires some initial data from the decision-makers or misrepresents the actual interdependencies held by the attributes. Thus, an alternate unsupervised technique is needed for the estimation of λ0-measure values. This study has developed such a technique by integrating the idea of distance correlation and Shannon entropy. In this technique, the two inputs required to estimate λ0-measure values, namely, the interdependence degrees and fuzzy densities are determined by utilizing the distance correlation measures and entropy weights, respectively. An evaluation to rank the websites owned by five different hospitals located in Sabah, Malaysia, was conducted to illustrate the usage of the technique. A similar evaluation was also performed with a few selected MADM techniques for comparison purposes, where the proposed technique is found to have produced the most consistent ranking. From the literature perspective, this study has contributed an alternate unsupervised technique that can estimate λ0-measure values without necessitating any additional data from the decision-makers, and at the same time can better capture the interdependencies held by the attributes.

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“…According to Heilpern, [10] the CI-FM can be applied to many real decision-making cases in economics and business. It is also reported that CI-FM has been used in specific areas such as insurance [11], green building [12], airline services [13], business education evaluation [14], loan market matching [15], and financial risk [16]. In customer service-oriented research, Pasrija and Srivastava [17] investigated the software quality using the CI-FM.…”

Section: Introductionmentioning

confidence: 99%

Application of Choquet Integral-Fuzzy Measures for Aggregating Customers’ Satisfaction

Abdullah

Awang

Othman

2021

Advances in Fuzzy Systems

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Choquet integral is a type of aggregation operator that is commonly used to aggregate the interrelated information. Nowadays, this operator has been successfully embedded with fuzzy measures in solving various evaluation problems. Inspired from this new development, this paper aims to introduce a combined Choquet integral-fuzzy measures (CI-FM) operator that uses the Shapley value standard and interaction index to deal with the interactions between elements of information. The proposed operator takes into account not only the importance of elements or their ordered positions but also the interaction among criteria during the evaluation process. A case of customers’ satisfaction over two fast restaurants in Malaysia is presented to illustrate the application of the proposed aggregation operator. Based on three customers’ satisfaction criteria, restaurant 1 and restaurant 2 received CI-FM scores of 0.711011 and 0.704945, respectively. Interestingly, the criterion “services” constantly received the highest rating across both restaurants. In addition, the proposed aggregation operator successfully identified which restaurant is superior in the eyes of customers. Finally, this study offers some research ideas for the future.

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A non-additive multiple criteria analysis method for evaluation of airline service quality

Cited by 23 publications

References 30 publications

A structural vector autoregressive model of technical efficiency and delays with an application to Chinese airlines

A structural vector autoregressive model of technical efficiency and delays with an application to Chinese airlines

An Alternate Unsupervised Technique Based on Distance Correlation and Shannon Entropy to Estimate λ0-Fuzzy Measure

Application of Choquet Integral-Fuzzy Measures for Aggregating Customers’ Satisfaction

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