Search results for "passenger satisfaction"
showing 2 items of 2 documents
Benchmarking of airports service quality by a new fuzzy MCDM approach
2015
Recent approaches to the service quality evaluation problem are focused on the employment of multi-criteria decisionmaking (MCDM) procedures, since processes related to service quality evaluation presentmeaningful communality elements to MCDM ones. Based on such assumption, in the present paper a new fuzzy MCDMapproach is developed tocomparatively evaluate passenger service quality of the international airports inSicily (Italy). In particular, by incorporating the respondents confidence level and degree of optimism on fuzzy assessments, quality scores of main airport service criteria are estimated, whereas ELECTRE multi criteria decision support methodis proposed to point out theservices qu…
The Hybrid Airline Model. Generating Quality for Passengers
2017
This research aims to investigate the different strategies adopted by the airline companies in adapting to the ongoing changes while developing products and services for passengers in order to increase their yield, load factor and passenger satisfaction. Finding a balance between costs and services quality in the airline industry is a crucial task for every airline wanting to gain a competitive advantage on the market. Also, the rise of the hybrid business operating model has brought up many challenges for airlines as the line between legacy carriers and low-cost carriers is getting thinner in terms of costs and innovative ideas to create a superior product for the passengers.