Development of interval-valued fuzzy GRA with SERVPERF based on subjective and objective weights for evaluation of airline service quality: A case study of Korea low-cost carriers

Lee, Sanghoon

doi:10.1371/journal.pone.0219739

Cited by 12 publications

(5 citation statements)

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“…At the same time, it can investigate the connections between two alternatives through a distance function (Kuo and Liang 2011 ). In addition to being comprehensible and computationally simple, the GRA method presents certain flexibility that allows for considering different weighting coefficients on the factors being examined (Geum et al 2011 ; Lee and Kang 2019 ; Wu 2002 ).…”

Section: Research Gaps and Motivationsmentioning

confidence: 99%

An extended hybrid fuzzy multi-criteria decision model for sustainable and resilient supplier selection

Afrasiabi

Tavana

Caprio

2022

Environ Sci Pollut Res

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The formalization and solution of supplier selection problems (SSPs) based on sustainable (economic, environmental, and social) indicators have become a fundamental tool to perform a strategic analysis of the whole supply chain process and maximize the competitive advantage of firms. Over the last decade, sustainability issues have been often considered in combination with resilient indexes leading to the study of sustainable-resilient supplier selection problems (SRSSPs). The current research on sustainable development, particularly concerned with the strong impact that the recent COVID-19 pandemic has had on supply chains, has been paying increasing attention to the resilience concept and its role within SSPs. This study proposes a hybrid fuzzy multi-criteria decision making (MCDM) method to solve SRSSPs. The fuzzy best-worst method is used first to determine the importance weights of the selection criteria. A combined grey relational analysis and the technique for order of preference by similarity to ideal solution (TOPSIS) method is used next to evaluate the suppliers in a fuzzy environment. Triangular fuzzy numbers (TFNs) are used to express the weights of criteria and alternatives to account for the ambiguity and uncertainty inherent to subjective evaluations. However, the proposed method can be easily extended to other fuzzy settings depending on the uncertainty facing managers and decision-makers. A real-life application is presented to demonstrate the applicability and efficacy of the proposed model. Sixteen evaluation criteria are identified and classified as economic, environmental, social, or resilient. The results obtained through the case study show that “pollution control,” “environmental management system,” and “risk awareness” are the most influential criteria when studying SRSSPs related to the manufacturing industry. Finally, three different sensitivity analysis methods are applied to validate the robustness of the proposed framework, namely, changing the weights of the criteria, comparing the results with those of other common fuzzy MCDM methods, and changing the components of the principal decision matrix.

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Section: Research Gaps and Motivationsmentioning

confidence: 99%

An extended hybrid fuzzy multi-criteria decision model for sustainable and resilient supplier selection

Afrasiabi

Tavana

Caprio

2022

Environ Sci Pollut Res

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“…The SERVPERF examines customers' impressions of the service they received, whereas the SERVQUAL assesses both the customers' demands of the service and their perception of the actual service supplied (Carrasco et al, 2018;Hossain et al, 2014;Ingaldi, 2016). It is premised on the estimation of the actual service perceived other than the anticipations of the customers' expectations towards the service (Lee and Kang, 2019;Rasyida et al, 2016;Yu and Hyun, 2019). The developers of this model argue that service quality is better measured by perceptions of the actual performance than by the difference between expectations and perceptions (Haque and Sultan, 2019;Rodrigues et al, 2011).…”

Section: Gronroos' Modelmentioning

confidence: 99%

“…As such, in their assessment of the service quality, Cronin and Taylor utilised the performance-only items of the original SERVQUAL Model and avoided the confusion created by the expectation variables of the SERVQUAL (Ghotbabadi et al, 2015a). The SERVPERF is arguably more efficient as compared to the SERVQUAL as it cuts the number of assessment items by half (S. Lee and Kang, 2019;Mahmoud and Khalifa, 2015;Rasyida et al, 2016). Since the SERVPERF is a modification of the SERVQUAL Model, it uses 22 items out of 44 items of the SERVQUAL, taking performance-only items and leaving the expectation items (Al-Damen, 2017; Lee and Kang, 2019;Mahmoud and Khalifa, 2015).…”

Section: Gronroos' Modelmentioning

confidence: 99%

“…The SERVPERF is arguably more efficient as compared to the SERVQUAL as it cuts the number of assessment items by half (S. Lee and Kang, 2019;Mahmoud and Khalifa, 2015;Rasyida et al, 2016). Since the SERVPERF is a modification of the SERVQUAL Model, it uses 22 items out of 44 items of the SERVQUAL, taking performance-only items and leaving the expectation items (Al-Damen, 2017; Lee and Kang, 2019;Mahmoud and Khalifa, 2015). This model views quality as an attitude and not as satisfaction.…”

Section: Gronroos' Modelmentioning

confidence: 99%

“…The SERVQUAL model was developed by Parasuraman, Zeithaml, and Berry in 1988 as an instrument used for measuring service quality performance (Terzakis, Zisis, Garefalakis, and Arvanitis, 2012). The SERVQUAL model was developed as a method of assessing the difference between customers' service perception and their service expectations premised on the fifth gap of the gap model (Carrasco et al, 2018;S. Lee and Kang, 2019;MFONTE Colette et al, 2019).…”

Section: Servqual Modelmentioning

confidence: 99%

See 2 more Smart Citations

The impact of internal marketing and job satisfaction on service quality in the public health sector: the case of Zimbabwe

Mutanho

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Despite the growing concern about service quality in the public health sector in the developing world, studies focusing on internal marketing, job satisfaction and service quality in the public health sector are significantly missing in Zimbabwe. The major purpose of this study was to determine the influence of internal marketing and job satisfaction on service quality in the public health sector of Zimbabwe. The current study sought to answer the following questions: What is the influence of internal marketing on job satisfaction in the public health sector? What is the impact of job satisfaction on service quality in the public health sector? And, what is the effect of internal marketing on service quality in the public health sector?A pragmatic philosophy was adopted by the researcher in the current study, which resulted in the use of a mixed-method approach. The mixed-method approach allowed the researcher to use quantitative and qualitative techniques in the same study. A case study design was used, which allowed the researcher to concentrate his efforts on public health workers at Chitungwiza Central Hospital found to have an informed and deep understanding of internal marketing, job satisfaction and service quality. In drawing the sample for the current study, the researcher used stratified sampling to select both health workers and patient participants.Data was collected from a sample of 573 participants who comprised 240 health employees and 333 patients using structured questionnaires and interviews. Quantitative data was then tested using descriptive statistics, multiple linear regressions, explanatory factor analysis, confirmatory factor analysis and structural modelling.The study ascertained that strategic rewards and organisational structure have a positive relationship with job satisfaction; job satisfaction and service quality-patient are positively related; job satisfaction and service quality and service quality-employee rated are positively related; strategic rewards, organisational structure, organisational culture, and employee empowerment have a statistically significant relationship with both service quality employeerated and patient-rated.

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Spatio-temporal Evolution and Driving Factors of the High-quality Development of Provincial Tourism in China

Wang

et al. 2022

Chin. Geogr. Sci.

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Accelerating the promotion of high-quality development of tourism (HQDT) is of great significance to the sustainable development of tourism. This paper defined the concept of HQDT, and then built an evaluation system for HQDT measurement to analyze the spatio-temporal evolution characteristics of China’s HQDT based on provincial panel data from 2010 to 2019, using Geodetector to explore the similarities and differences between driving factors of HQDT and tourism development scale (TDS). The results show that: 1) Taking the development concepts of innovation, coordination, green, openness and sharing as the guidance, and considering the organic unity of quantity and quality, the evaluation index system of the HQDT consists of six dimensions of economic stability, innovation driving, coordination and linkage, green and sustainability, openness and cooperation, and sharing and harmony, which respectively represent the basis, momentum, means, orientation, direction and purpose of the HQDT; 2) The level of China’s HQDT shows an upward trend, presenting the characteristics of eastern region > central region > western region > northeastern region in 2019. The regional differences in China’s HQDT show a downward trend, and the intra-regional differences have replaced the inter-regional differences as the main source of regional differences; 3) China’s HQDT shows the characteristics of higher in the east and lower in the west along the Hu line, while the improvement speed of HQDT shows the characteristics of faster in the west and slower in the east, making the decline of east-west differentiation of China’s HQDT and the movement of the gravity center towards southwest; 4) Both HQDT and TDS are obviously driven by tourism capital investment and regional consumption. In terms of differences, the HQDT is more driven by government guidance, innovation driving force, and opening up, while the main driving factors of TDS are more biased toward capital elements and hardware facilities, including informatization, tourism resource, traffic, and eco-environment.

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Development of interval-valued fuzzy GRA with SERVPERF based on subjective and objective weights for evaluation of airline service quality: A case study of Korea low-cost carriers

Cited by 12 publications

References 58 publications

An extended hybrid fuzzy multi-criteria decision model for sustainable and resilient supplier selection

An extended hybrid fuzzy multi-criteria decision model for sustainable and resilient supplier selection

The impact of internal marketing and job satisfaction on service quality in the public health sector: the case of Zimbabwe

Spatio-temporal Evolution and Driving Factors of the High-quality Development of Provincial Tourism in China

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