A non-additive multiple criteria analysis method for evaluation of airline service quality |
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| Institution: | 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. University of Nevada, Las Vegas, NV, USA and Resources for the Future, Washington, DC, USA;2. ESCP Europe Business School London, and University of Buckingham, Buckingham, UK;3. School of Business and Economics/ E.ON Energy Research Center, RWTH Aachen University, Aachen, Germany;4. University of Greenwich, London, UK;5. College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, PR China;1. School of Business, Nanjing Normal University, 1 Wenyuan Road, Nanjing, 210023. China;2. College of Economics and Management, Nanjing University of Aeronautics and Astronautics, 29 Yudao Street, 210016. Nanjing, China;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;3. School of Management, Northwestern Polytechnical University, 127 West Youyi Road, Xi''an 710072, China;4. Faculty of Information Technology, Monash University, Wellington Road, Clayton, Victoria 3800, Australia |
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| Abstract: | Subjective preferences with interactive property are often involved in the evaluation of airline service quality. It may not be possible, however, to correctly evaluate service quality using conventional additive measures. The fuzzy measure, which is a non-additive measure, is more suitable for this situation. Given the presence of arduousness in current fuzzy measure identification and in the calculation of the comprehensive performance values of alternatives in terms of the Choquet integral, this paper proposes the λk fuzzy measure and introduces Marichal entropy of the λk fuzzy measure to reach a solution. This paper also presents the aggregator Choquet integral with respect to the λk fuzzy measure. To verify the method's effectiveness, an application study of the comprehensive performance of 15 US airlines was conducted, using data collected over a 10-year period. Our results show that the proposed method is a suitable multi-criteria analysis method, which can be used to evaluate the performance of airline service quality when man–made interaction phenomena are not existent. |
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| Keywords: | Airline Service quality Choquet integral |
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