Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily |
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| Institution: | 1. Department of Shipping and Transportation Management, National Taiwan Ocean University, #2 Pei-Ning Road, Keelung 202, Taiwan, ROC;2. Cabin Crew Management Department, TransAsia Airways, #139, Cheng-Chou Road, Taipei 103, Taiwan, ROC;1. Institute of Transport and Logistics Studies, The University of Sydney, Sydney, NSW 2006, Australia;2. Isenberg School of Management, University of Massachusetts, Amherst, MA 01003, USA;1. College of Economics and Management, Nanjing University of Aeronautics and Astronautics, 29 Jiangjun Avenue, Nanjing 211106, China;2. Research Centre for Soft Energy Science, Nanjing University of Aeronautics and Astronautics, 29 Jiangjun Avenue, Nanjing 211106, China;1. School of Management and Economics, Beijing Institute of Technology, Beijing, China;2. China Certification & Inspection Company, Beijing, China |
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| Abstract: | 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. |
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| Keywords: | Airport services quality Service quality benchmarking ServPerf model Multi criteria decision making (MCDM) ELECTRE method Fuzzy sets theory |
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