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Using a modified grey relation method for improving airline service quality
16 references·12 citing·30 second hop
Using a modified grey relation method for improving airline service quality (2011)Using a modified grey relation method for…Extended VIKOR method in comparison with outranking methods (2006)Extended VIKOR method in comp…The evaluation of airline service quality by fuzzy MCDM (2002)The evaluation of airline ser…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Marketing Research: An Applied Orientation (1994)Marketing Research: An Applie…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Introduction to Grey system theory (1989)Introduction to Grey system t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Servqual : a multiple-item sc…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Multiple Criteria Decision Making (1983)Multiple Criteria Decision Ma…Control problems of grey systems (1982)Control problems of grey syst…Multiple Attribute Decision Making: Methods and Applications (1981)Multiple Attribute Decision M…Importance-Performance Analysis (1977)Importance-Performance Analys…A Class of Solutions for Group Decision Problems (1973)A Class of Solutions for Grou…A review of air transport service quality studies: current status and future research agenda (2023)A review of air transport ser…Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach (2022)Measuring SERVQUAL dimensions…Impact of innovation characteristics of airport self-bag-drop service on attitude, trust, and behavioural intention: using trust transfer theory (2022)Impact of innovation characte…Multi-criteria decision analysis towards robust service quality measurement (2021)Multi-criteria decision analy…Assessment of performance of telecom service providers using intuitionistic fuzzy grey relational analysis framework (IF-GRA) (2020)Assessment of performance of …Multi-criteria decision making methods: Application in the aviation industry (2019)Multi-criteria decision makin…A new approach of social media analytics to predict service quality: evidence from the airline industry (2019)A new approach of social medi…Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey (2018)Interval type-2 hesitant fuzz…Evaluating airline service quality using a combined fuzzy decision-making approach (2017)Evaluating airline service qu…3G post adoption users experience with telecommunications services (2016)3G post adoption users experi…Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry (2014)Applying the fuzzy SERVQUAL m…The importance of choice attributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport (2012)The importance of choice attr…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Vague sets are intuitionistic fuzzy sets (1996)Application of decision-making techniques in supplier selection: A systematic review of literature (2012)Fuzzy best-worst multi-criteria decision-making method and its applications (2017)Compromise solution by MCDM methods: A comparative analysis of VIKOR and TOPSIS (2003)Intuitionistic Fuzzy Aggregation Operators (2007)A state-of the-art survey of TOPSIS applications (2012)The use of grey relational analysis in solving multiple attribute decision-making problems (2008)Integrating sustainability into supplier selection with grey system and rough set methodologies (2009)Multi-Criteria Decision Making (MCDM) Methods and Concepts (2023)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1981Multiple Attribute Decision Making: Methods and Applications8,206 cited
  • 1994Marketing Research: An Applied Orientation7,087 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1982Control problems of grey systems4,503 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1989Introduction to Grey system theory4,260 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1983Multiple Criteria Decision Making2,459 cited
  • 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
  • 2006Extended VIKOR method in comparison with outranking methods1,676 cited
  • 1973A Class of Solutions for Group Decision Problems1,103 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited

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  • 2002The evaluation of airline service quality by fuzzy MCDM890 cited
  • Cited by

    • 2019Multi-criteria decision making methods: Application in the aviation industry109 cited
    • 2017Evaluating airline service quality using a combined fuzzy decision-making approach94 cited
    • 2021Multi-criteria decision analysis towards robust service quality measurement89 cited
    • 2019A new approach of social media analytics to predict service quality: evidence from the airline industry79 cited
    • 2014Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry60 cited
    • 2018Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey49 cited
    • 2020Assessment of performance of telecom service providers using intuitionistic fuzzy grey relational analysis framework (IF-GRA)42 cited
    • 2022Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach37 cited
    • 2023A review of air transport service quality studies: current status and future research agenda36 cited
    • 2022Impact of innovation characteristics of airport self-bag-drop service on attitude, trust, and behavioural intention: using trust transfer theory25 cited
    • 2012The importance of choice attributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport21 cited
    • 20163G post adoption users experience with telecommunications services20 cited