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A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality

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  1. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
  2. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
  3. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  4. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  5. Ilić, Damir & Milošević, Isidora & Ilić-Kosanović, Tatjana, 2022. "Application of Unmanned Aircraft Systems for smart city transformation: Case study Belgrade," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
  6. Li-Pin Chi & Chen-Hua Fu & Jeng-Pyng Chyng & Zheng-Yun Zhuang & Jen-Hung Huang, 2019. "A Post-Training Study on the Budgeting Criteria Set and Priority for MALE UAS Design," Sustainability, MDPI, vol. 11(6), pages 1-28, March.
  7. Ocampo, Lanndon & Alinsub, Jovir & Casul, Ruselle Anne & Enquig, Germellie & Luar, Mitzi & Panuncillon, Noche & Bongo, Miriam & Ocampo, Christine Omela, 2019. "Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
  8. Jamali, Narjes & Feylizadeh, Mohammad Reza & Liu, Peide, 2021. "Prioritization of aircraft maintenance unit strategies using fuzzy Analytic Network Process: A case study," Journal of Air Transport Management, Elsevier, vol. 93(C).
  9. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
  10. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
  11. Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
  12. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
  13. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
  14. Lucini, Filipe R. & Tonetto, Leandro M. & Fogliatto, Flavio S. & Anzanello, Michel J., 2020. "Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews," Journal of Air Transport Management, Elsevier, vol. 83(C).
  15. Kumar, Anil & Luthra, Sunil & Khandelwal, Dinesh Kumar & Mehta, Rajneesh & Chaudhary, Nityanand & Bhatia, Sukhdev, 2017. "Measuring and improving customer retention at authorised automobile workshops after free services," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 93-102.
  16. Özlem Atalık & Mahmut Bakır & Şahap Akan, 2019. "The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry," Administrative Sciences, MDPI, vol. 9(1), pages 1-15, March.
  17. Junqiao Zhang & Xuebo Chen & Qiubai Sun, 2019. "A Safety Performance Assessment Framework for the Petroleum Industry’s Sustainable Development Based on FAHP-FCE and Human Factors," Sustainability, MDPI, vol. 11(13), pages 1-20, June.
  18. Gudiel Pineda, Pedro Jose & Liou, James J.H. & Hsu, Chao-Che & Chuang, Yen-Ching, 2018. "An integrated MCDM model for improving airline operational and financial performance," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 103-117.
  19. Tsai, Pei-Hsuan & Chen, Chih-Jou & Hsiao, Wei-Hung & Lin, Chin-Tsai, 2023. "Factors influencing the consumers’ behavioural intention to use online food delivery service: Empirical evidence from Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  20. Mahtani, Umesh S. & Garg, Chandra Prakash, 2018. "An analysis of key factors of financial distress in airline companies in India using fuzzy AHP framework," Transportation Research Part A: Policy and Practice, Elsevier, vol. 117(C), pages 87-102.
  21. Seungju Nam & Chunghun Ha & Hyun Cheol Lee, 2018. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis," Sustainability, MDPI, vol. 10(12), pages 1-21, November.
  22. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
  23. Thowayeb H. Hassan & Amany E. Salem, 2021. "Impact of Service Quality of Low-Cost Carriers on Airline Image and Consumers’ Satisfaction and Loyalty during the COVID-19 Outbreak," IJERPH, MDPI, vol. 19(1), pages 1-16, December.
  24. Adetayo Olaniyi Adeniran & Mobolaji S. Stephens & Ikpechukwu Njoku, 2023. "Assessment of basic airline service in Nigeria," Insights into Regional Development, VsI Entrepreneurship and Sustainability Center, vol. 5(2), pages 38-59, June.
  25. Baumeister, Stefan & Nyrhinen, Jussi & Kemppainen, Tiina & Wilska, Terhi-Anna, 2022. "Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline," Transport Policy, Elsevier, vol. 128(C), pages 89-97.
  26. Jahangoshai Rezaee, Mustafa & Yousefi, Samuel, 2018. "An intelligent decision making approach for identifying and analyzing airport risks," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 14-27.
  27. Dožić, Slavica & Lutovac, Tatjana & Kalić, Milica, 2018. "Fuzzy AHP approach to passenger aircraft type selection," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 165-175.
  28. Büyüközkan, Gülçin & Havle, Celal Alpay & Feyzioğlu, Orhan, 2020. "A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP," Journal of Air Transport Management, Elsevier, vol. 86(C).
  29. Kuo-Yan Wang & Mu-Lan Ma & Jing Yu, 2021. "Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 335-368, June.
  30. Lu, Lin & Xu, Pei & Wang, Yen-Yao & Wang, Yu, 2023. "Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms," Journal of Business Research, Elsevier, vol. 169(C).
  31. Li-Pin Chi & Zheng-Yun Zhuang & Chen-Hua Fu & Jen-Hung Huang, 2018. "A Knowledge Discovery Education Framework Targeting the Effective Budget Use and Opinion Explorations in Designing Specific High Cost Product," Sustainability, MDPI, vol. 10(8), pages 1-37, August.
  32. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Pakdil, Fatma & Tolon, Metehan, 2018. "Does gender matter? Considering gender of service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 73-82.
  33. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
  34. Perçin, Selçuk, 2018. "Evaluating airline service quality using a combined fuzzy decision-making approach," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 48-60.
  35. Lu, Ming-Tsang & Hsu, Chao-Che & Liou, James J.H. & Lo, Huai-Wei, 2018. "A hybrid MCDM and sustainability-balanced scorecard model to establish sustainable performance evaluation for international airports," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 9-19.
  36. Songrui Li & Yitang Hu, 2022. "A Multi-Criteria Framework to Evaluate the Sustainability of Renewable Energy: A 2-Tuple Linguistic Grey Relation Model from the Perspective of the Prospect Theory," Sustainability, MDPI, vol. 14(8), pages 1-24, April.
  37. Fu, Yan-Kai, 2019. "An integrated approach to catering supplier selection using AHP-ARAS-MCGP methodology," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 164-169.
  38. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
  39. Havle, Celal Alpay & Kılıç, Bilal, 2019. "A hybrid approach based on the fuzzy AHP and HFACS framework for identifying and analyzing gross navigation errors during transatlantic flights," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 21-30.
  40. Samira El Gibari & Trinidad Gómez & Francisco Ruiz, 2019. "Building composite indicators using multicriteria methods: a review," Journal of Business Economics, Springer, vol. 89(1), pages 1-24, February.
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