Evaluating passenger services of Asia-Pacific international airports

被引:154
作者
Yeh, CH [1 ]
Kuo, YL [1 ]
机构
[1] Monash Univ, Sch Business Syst, Clayton, Vic 3800, Australia
基金
澳大利亚研究理事会;
关键词
airports; passenger service quality; multiattribute decision making; fuzzy sets; survey;
D O I
10.1016/S1366-5545(02)00017-0
中图分类号
F [经济];
学科分类号
02 ;
摘要
This paper presents a fuzzy multiattribute decision making approach for evaluating passenger service quality of 14 major Asia-Pacific international airports via surveys. Based on the concept of the degree of optimality, an overall service performance index for each airport is obtained by incorporating the decision maker's confidence level and preference on fuzzy assessments of the respondents. The index helps the airports understand their relative rankings in terms of manageable passenger service attributes. The approach provides an effective alternative to performance evaluation of airport services involving subjective assessments of qualitative attributes. (C) 2002 Elsevier Science Ltd. All rights reserved.
引用
收藏
页码:35 / 48
页数:14
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