Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
7435191 | Journal of Air Transport Management | 2018 | 15 Pages |
Abstract
Measuring customer satisfaction is a key element for modern businesses as it can significantly contribute to a continuing effort of service quality improvement. In order to meet customer expectations and achieve higher quality levels, airlines need to develop a specific mechanism of passenger satisfaction measurement. In this paper we show how MUSA, a multicriteria satisfaction analysis method, can be utilized in order to measure passengers' satisfaction from a large set of services dimensions, as well as to indicate those dimensions that need to be improved. The effectiveness of the method as a passenger satisfaction measurement and analysis tool is illustrated through an application to Aegean Airlines. The results reveal useful findings with regard to the satisfaction criteria and subcriteria that passengers of a full service airline value most, while interesting patterns emerge in different segmentation schemes.
Keywords
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Stelios Tsafarakis, Theodosios Kokotas, Angelos Pantouvakis,