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A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

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  1. 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).
  2. 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.
  3. Kim, Dohun & Lim, Chaehwan & Ha, Hun-Koo, 2024. "Comparative analysis of changes in passenger's perception for airline companies' service quality before and during COVID-19 using topic modeling," Journal of Air Transport Management, Elsevier, vol. 115(C).
  4. 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.
  5. Muhammad Farooq* & Saeed Muhammad & Valliappan Raju & K. Ramanathan Kalimuthu & Abdul Qadir, 2019. "Measuring and Comparing the Desired and Actual Service Quality of Pakistan International Airline," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(2), pages 484-490, 02-2019.
  6. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
  7. 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.
  8. Ferreira, Diogo Cunha & Marques, Rui Cunha & Nunes, Alexandre Morais & Figueira, José Rui, 2021. "Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis," Socio-Economic Planning Sciences, Elsevier, vol. 78(C).
  9. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
  10. 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.
  11. Maryam Akbari & Sarita Gajbhiye Meshram & R. S Krishna & Biswajeet Pradhan & Sameer Shadeed & Khaled Mohamed Khedher & Mehdi Sepehri & Ali Reza Ildoromi & Fereshteh Alimerzaei & Fariba Darabi, 2021. "Identification of the Groundwater Potential Recharge Zones Using MCDM Models: Full Consistency Method (FUCOM), Best Worst Method (BWM) and Analytic Hierarchy Process (AHP)," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 35(14), pages 4727-4745, November.
  12. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  13. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.
  14. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.
  15. Fahad Alam & Qing Yang & Yapa Mahinda Bandara & Nisar Ahmad & Option Takunda Chiwaridzo, 2024. "The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2454-2473, May.
  16. Jelena Žanić Mikuličić & Ines Kolanović & Alen Jugović & Dalibor Brnos, 2024. "Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review," Sustainability, MDPI, vol. 16(3), pages 1-15, January.
  17. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
  18. 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.
  19. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
  20. Arief Kusuma Among Praja & Rian Adi Septiawan & Tantri Yanuar Rahmat Syah & Endah Murtiana Sari & Maya Puspita Dewi & Purwanto Sarjana Katijan & Tezara Cionita & Yin Ling Lai, 2023. "Sustainable Development Strategy of Low-Cost Airlines: Empirical Evidence for Indonesia Based on Analysis of Passenger Loyalty," Sustainability, MDPI, vol. 15(3), pages 1-12, January.
  21. Mo, Baichuan & Kong, Hui & Wang, Hao & Wang, Xiaokun (Cara) & Li, Ruimin, 2021. "Impact of pricing policy change on on-street parking demand and user satisfaction: A case study in Nanning, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 148(C), pages 445-469.
  22. Grażyna Rosa, 2021. "Passenger Preferences in Rail Transport in Poland as Regards Travelling Time and Cost," Sustainability, MDPI, vol. 13(9), pages 1-16, April.
  23. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
  24. Chatterjee, Swagato & Kittur, Prathamesh & Vishwakarma, Pankaj & Dey, Anirban, 2023. "What makes customers of airport lounges satisfied and more? Impact of culture and travel class," Journal of Air Transport Management, Elsevier, vol. 109(C).
  25. Kuo Cheng Chung & Paul Juinn Bing Tan, 2022. "Options to Improve Service Quality to Enhance Value Co-Creation for Customers in the Aviation Industry in Taiwan," SAGE Open, , vol. 12(1), pages 21582440221, March.
  26. Bakır Mahmut & Akan Şahap & Durmaz Emrah, 2019. "Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach," Economics and Business Review, Sciendo, vol. 5(2), pages 109-130, June.
  27. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
  28. Jou, Rong-Chang & Kuo, Chung-Wei & Chiu, Yi-Chun, 2022. "Bidding behaviors for international airline seats in short/long distance flights," Transportation Research Part A: Policy and Practice, Elsevier, vol. 163(C), pages 55-79.
  29. Farzadnia, Siavash & Raeesi Vanani, Iman, 2022. "Identification of opinion trends using sentiment analysis of airlines passengers' reviews," Journal of Air Transport Management, Elsevier, vol. 103(C).
  30. Chang, Yu-Hern & Yeh, Chung-Hsing & Wu, Pei-Syuan, 2018. "Evaluating airline crisis management performance: The cases of flights GE222 and GE235 crash accidents," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 62-72.
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