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Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines

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  • Dehnavi, Morteza Narimani
  • Yazdian, Seyed Ahmad
  • Sadjadi, Seyed Jafar

Abstract

Today airlines have a special place in passenger transport. Iran Aseman Airlines (IAA)is one of the top airlines in Iran that has been able to occupy a significant share of the Iranian aviation market in recent years. In addition to this company, there are other powerful companies that have forced IAA to update the services and improve the quality of services provided to increase customer satisfaction in the existing competitive environment. There is an urgent call for large companies for optimizing resource allocation to enhance customer satisfaction to survive in the business environment. In this study, the most important factors affecting customer satisfaction in Aseman Airlines were identified and ranked by the Best-Worst Method to allocate resources to increase customer satisfaction optimally. Airline's resources were identified in four different categories: class holding, rewarding, human resource allocation, and direct costs to enhance customer satisfaction. According to the weight of the factors considered by customers and the airline's limitations, an Integer Linear Programming Model was developed, and finally, Practical solutions to improve performance were given to senior managers.

Suggested Citation

  • Dehnavi, Morteza Narimani & Yazdian, Seyed Ahmad & Sadjadi, Seyed Jafar, 2023. "Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines," Journal of Air Transport Management, Elsevier, vol. 109(C).
    • Handle: RePEc:eee:jaitra:v:109:y:2023:i:c:s0969699723000182
    DOI: 10.1016/j.jairtraman.2023.102375
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