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RESEARCH PRODUCT

Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily

Toni Lupo

subject

Service (business)Service qualityEngineeringOperations researchbusiness.industryStrategy and Managementmedia_common.quotation_subjectQuality of serviceTransportationManagement Monitoring Policy and LawAirport services quality Service quality benchmarking ServPerf model Multi criteria decision making (MCDM) ELECTRE method Fuzzy sets theoryEmpirical researchRankingConceptual modelQuality (business)ELECTREbusinessSettore ING-IND/16 - Tecnologie E Sistemi Di LavorazioneLawmedia_common

description

In this paper a new approach was proposed so as to comparatively evaluate the quality of service alternatives. In particular, a fuzzy extension of the ServPerf service conceptual model was considered to estimate quality scores of fundamental service criteria, whereas the non-compensative multi-criteria decision-making ELECTRE III method was employed to point out the quality ranking of service alternatives on the basis of which the comparative service quality analysis was performed. In order to show the effectiveness of the proposed approach, an empirical study concerning service quality evaluation of the three international airports in Sicily (Italy) was conducted with detailed proposals for passenger service improvement. The results showed that only few key service aspects played a focal role in quality airport service. Moreover, the effects on the evaluation of service quality, arising from customers' uncertainties, were computed, thus demonstrating the effectiveness of the proposed approach.

yearjournalcountryeditionlanguage
2015-01-01Journal of Air Transport Management
https://doi.org/10.1016/j.jairtraman.2014.11.006