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Using a modified grey relation method for improving airline service quality · Study

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ArticleUsing a modified grey relation method for improving airline service quality

James J.H. Liou2011

Article2011

Using a modified grey relation method for improving airline service quality

James J.H. Liou · Chao-Che Hsu · Wen-Chien Yeh · Rong-Ho Lin

113 citations·0/0 files stored·Tourism Management

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Multi-Criteria Decision Making Customer Service Quality and Loyalty Grey System Theory Applications

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1981Multiple Attribute Decision Making: Methods and Applications 1994Marketing Research: An Applied Orientation 1984A Service Quality Model and its Marketing Implications 1982Control problems of grey systems 1977Importance-Performance Analysis

Cited by

2019Multi-criteria decision making methods: Application in the aviation industry 2017Evaluating airline service quality using a combined fuzzy decision-making approach 2021Multi-criteria decision analysis towards robust service quality measurement 2019A new approach of social media analytics to predict service quality: evidence from the airline industry 2014Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

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Details

Year2011

Typearticle

Published2011-02-24

VenueTourism Management

ISSN-L0261-5177

Languageen

Citations113

Files0 public / 0

ShelfMulti-Criteria Decision Making

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doi10.1016/j.tourman.2011.01.013

openalex_workW1998734390

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2018

Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey

2020Assessment of performance of telecom service providers using intuitionistic fuzzy grey relational analysis framework (IF-GRA)

2022Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach