Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1031100 | Journal of Air Transport Management | 2011 | 5 Pages |
Abstract
This study applies a modified VIKOR method to improve service quality among domestic airlines in Taiwan. Our model allows decision-makers to understand the gaps between alternatives and aspired-levels in practice. A large sample is used to establish a complete service quality evaluation framework for reducing the gaps to achieve the aspired-level. We then applied the modified VIKOR method to establish the gaps in priorities between alternatives and aspired-levels. Finally, based on these gaps in priorities, we provide managerial implications to improve different carriers for satisfying the customers’ needs to achieve the aspired-level.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
James J.H. Liou, Chieh-Yuan Tsai, Rong-Ho Lin, Gwo-Hshiung Tzeng,