The Study of Airline Service Quality in the Qeshm Free Zone by Fuzzy Logic
-
2497
Downloads
-
4431
Views
Authors
Nahid Moones Toosi
- Islamic Azad University-Qeshm branch, M.A. student of Business Management-Marketing
Reza Ahmadi Kohanali
- Hormozgan University, Assistant Professor of Production and Operation Management
Abstract
This paper applies the fuzzy set theory for evaluating service quality of three airlines are active in Qeshm free zone in Iran via customer survey. Service quality is a composite of various attributes among them many intangible attributes are difficult to measure. So we invite fuzzy set theory to reflect the inherent subjectiveness and resolve the ambiguity of concepts that are associated with human beings'subjective judgments vaguely measured with linguistic terms. By applying AHP in obtaining criteria weight and TOPSIS in ranking, we find the relative ranking position of each airline and provide an adequate alternative to performance evaluation of airline services which usually involve subjective judgments of qualitative attributes.
Share and Cite
ISRP Style
Nahid Moones Toosi, Reza Ahmadi Kohanali, The Study of Airline Service Quality in the Qeshm Free Zone by Fuzzy Logic, Journal of Mathematics and Computer Science, 2 (2011), no. 1, 171--183
AMA Style
Moones Toosi Nahid, Ahmadi Kohanali Reza, The Study of Airline Service Quality in the Qeshm Free Zone by Fuzzy Logic. J Math Comput SCI-JM. (2011); 2(1):171--183
Chicago/Turabian Style
Moones Toosi, Nahid, Ahmadi Kohanali, Reza. "The Study of Airline Service Quality in the Qeshm Free Zone by Fuzzy Logic." Journal of Mathematics and Computer Science, 2, no. 1 (2011): 171--183
Keywords
- AHP
- TOPSIS
- Airline
- Service quality
MSC
References
-
[1]
M. A. Abo-Sinna, A. H. Amer, A. S. Ibrahim, Extensions of TOPSIS for large scale multi-objective non-linear programming problems with block angular structure, Applied Mathematical Modelling, 32 (2008), 292--302
-
[2]
M. Abrahams, A service quality model of air travel demand: An empirical study, Transportation Research Part A,, 17 (1983), 385--393
-
[3]
A. Armillotta, Selection of layered manufacturing techniques by an adaptive AHP decision model, Robotics and Computer-Integrated Manufacturing, 24 (2008), 450--461
-
[4]
J.-M Benitez, J.-C Martín, C. Román, Using fuzzy number for measuring quality of service in the hotel industry, Tourism Management, 28 (2007), 544--555
-
[5]
J.-J Buckley, Fuzzy hierarchical analysis, Fuzzy Sets and Systems, 17 (1985), 233--247
-
[6]
G. Büyüközkan, O. Feyzioğlu, E. Nebol, Selection of the strategic alliance partner in logistics value chain, Int. J. Prod. Econ., 113 (2007), 148--458
-
[7]
Bureau of Transport and Communications Economics, Quality of service in Australian passenger aviation, Australian Govt. Pub. Service, Canberra (1992)
-
[8]
Bureau of Transport and Communications Economics, International aviation: trends and issues, Australian Govt. Pub. Service, Canberra (1994)
-
[9]
O. Cakir, M. S. Canbolat, A web-based decision support system for multicriteria inventory classification using fuzzy AHP methodology, Expert Syst. Appl., 35 (2008), 1367--1378
-
[10]
C. T. Chen, C. T. Lin, S. F. Huang, A fuzzy approach for supplier evaluation and selection in supply chain management, Int. J. Prod. Econ., 102 (2006), 289--301
-
[11]
M. F. Chen, G. H. Tzeng, C. G. Ding, Combining fuzzy AHP with MDS in identifying the preference similarity of alternatives, Applied Soft Computing, 8 (2008), 110--117
-
[12]
T. Y. Chen, C. Y. Tsao, The interval-valued fuzzy TOPSIS method and experimental analysis, Fuzzy Sets and Systems, 159 (2008), 1410--1428
-
[13]
G. Churchill, A paradigm for developing better measures of marketing constructs”, , Journal of Marketing Research, 16 (1979), 64--73
-
[14]
C. Chi Sun, A performance evaluation model by integrating fuzzy AHP and fuzzy TOPSIS methods, Expert Sys. Appl., 5 (2010), 421--521
-
[15]
C. A. B. e Costa, J. C. Vansnick, A critical analysis of the eigenvalue method used to derive priorities in AHP, Eur. J. Oper. Res., 187 (2008), 1422--1428
-
[16]
M. Dağdeviren, I. Yüksel, Developing a fuzzy analytic hierarchy process (AHP) model for behavior-based safety management, Inform. Sci., 178 (2008), 1717--1733
-
[17]
D. Dubois, H. Prade, Operations on fuzzy number, International Journal of System Science, 9 (1978), 613--626
-
[18]
K. M. Elliott, D. W. Roach, Service quality in the airline industry: are carriers getting an unbiased evaluation from consumers, Journal of Professional Service Marketing, 9 (1993), 71--82
-
[19]
H. E. Ekiz, K. Hussain, A. Bavik, Perceptions of service quality in North Cyprus national airline, Tourism and Hospitality Industry, 3 (2006), 778--790
-
[20]
S. M. A. K. Firouzabadi, B. Henson, C. Barnes, A multiple stakeholders’ approach to strategic selection decisions, Computers and Industrial Engineering, 54 (2008), 851--865
-
[21]
K. Gourdin, Bringing quality back to commercial travel, Transportation Journal, 27 (1988), 23--29
-
[22]
A.-T. Gumus, Evaluation of hazardous waste transportation firms buy using a two step fuzzy-AHP and TOPSIS methodology, Expert Syst. Appl., 36 (2009), 4067--4074
-
[23]
T. Y. Hsieh, S. T. Lu, G. H. Tzeng, Fuzzy MCDM approach for planning and design tenders selection in public office buildings, International Journal of Project Management, 22 (2004), 573--584
-
[24]
L. F. Hsieh, L. H. Lin, Y. Y. Lin, A service quality measurement architecture for hot spring hotels in Taiwan, Tourism Management, 29 (2008), 429--438
-
[25]
Y. H. Chang, C. H. Yeh, A servey analysis of service quality for domestic airlines, Eur. J. Oper. Res., 139 (2002), 166--177
-
[26]
M. O. Hutchinson, The use of fuzzy logic in business decision making, Derivatives Quaterly, 4 (1998), 53--67
-
[27]
C. C. Huang, P. Y. Chu, Y. H. Chiang, A fuzzy AHP application in government-sponsored R and D project selection, Omega, 36 (2008), 1038--1052
-
[28]
C.-L. Hawang, K. Yoon, Multiple attribute decision making: methods and applications, Springer-Verlag, Berlin (1981)
-
[29]
T. O. Jones, W. E. Sasser, Why satisfied customers defect, Harvard Business Review , 73 (1995), 88--99
-
[30]
R. Keeney, H. Raiffa , Decision with multiple objective: Preference and value tradeoffs, John Wiley and Sons, New York-London-Sydney (1976)
-
[31]
C. Kahraman, S. Çevik, N. Y. Ates, M. Gülbay, Fuzzy multi-criteria evaluation of industrial robotic systems, Computers and Industrial Engineering, 52 (2007), 414--433
-
[32]
M. S. Kuo, G. H. Tzeng, W. C. Huang, Group decision making based on concepts of ideal and antiideal points in fuzzy environment. Mathematical and Computer modeling, Mathematical and Computer modeling, 45 (2007), 324--339
-
[33]
D.-F. Li, Compromise ratio method for fuzzy multi-attribute group decision making, Applied Soft Computing, 7 (2007), 807--817
-
[34]
H. T. Lin, W. L. Chang, Order selection and pricing methods using flexible quantity and fuzzy approach for buyer evaluation, Eur. J. Oper. Res., 187 (2008), 415--428
-
[35]
M. C. Lin, C. C. Wang, M. S. Chen, C. A. Chang, Using AHP and TOPSIS approaches in customerdriven product design process, Computers in Industry, 59 (2008), 17--31
-
[36]
J. J. H. Liou, L. Yen, G. H. Tzeng, Building an effective safety management system for airlines, Journal of Air Transport Management, 14 (2007), 20--26
-
[37]
L. Moutinho, B. Curry, Modelling site location decisions in tourism, Journal of Travel and Tourism Marketing, 3 (1994), 35--56
-
[38]
S. Önüt, S. S. Kara, E. Işik, Long term supplier selection using a combined fuzzy MCDM approach: A case study for a telecommunication company, Expert Syst. Appl., 36 (2009), 63887--63895
-
[39]
S. Opricovic, G. H. Tzeng, Compromise solution by MCDM methods: A comparative analysis ofVIKOR and TOPSIS, Eur. J. Oper. Res., 156 (2004), 445--455
-
[40]
P. L. Ostrowski, T. V. O'Brien, G. L. Gordon, Servicequality and customer loyalty in the commercial airline industry, Journal of Travel Research, 32 (1993), 16--24
-
[41]
N. F. Pan, Fuzzy AHP approach for selecting the suitable bridge construction method, Automation in Construction, 17 (2008), 958--965
-
[42]
A. Parasuraman, V. A. Zeithaml, L. L. Berry, A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (1985), 41--50
-
[43]
A. Parasuraman, V. A. Zeithaml, L. L. Berry, SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64 (1988), 12--40
-
[44]
C. Ryan, Recreational tourism: A social science perspective, Routledge, London (1991)
-
[45]
M. Sambasivan, N. Y. Fei, Evaluation of critical success factors of implementation of ISO 14001 using analytic hierarchy process (AHP): A case study from Malaysia, Journal of Cleaner Production, 16 (2008), 1424--1433
-
[46]
M. J. Sharma, I. Moon, H. Bae, Analytic hierarchy process to assess and optimize distribution network, Applied Mathematics and Computation, 202 (2008), 256--265
-
[47]
F. Sultan, M. C. Simpson, International service variants: airline passenger expectations and perceptions of service quality, Journal of Services Marketing, 14 (2000), 188--216
-
[48]
S. H. Tsaur, T. Y. Chang, C. H. Yen, The evaluation of airline service quality by fuzzy MCDM, Tourism Management, 23 (2002), 107--115
-
[49]
L. J. Truitt, R. Haynes, Evaluating service quality and productivity in the regional airline industry, Transportation Journal, 33 (1994), 21--32
-
[50]
M. Viswanathan, Understanding how product attributes influence product categorization: development and validation offuzzy set-based measures of gradedness in product categories, Journal of Marketing Research, 36 (1999), 75--95
-
[51]
T. C. Wang, T. H. Chang, Application of TOPSIS in evaluating initial training aircraft under a fuzzy environment, Expert Syst. Appl., 33 (2007), 870--880
-
[52]
T. C. Wang, Y. H. Chen, Applying fuzzy linguistic preference relations to the improvement of consistency of fuzzy AHP, Inform. Sci., 178 (2008), 3755--3765
-
[53]
Y. M. Wang, T. M. S. Elhag, Fuzzy TOPSIS method based on alpha level sets with an application to bridge risk assessment, Expert Syst. Appl., 31 (2006), 309--319
-
[54]
Y. J. Wang, H. S. Lee, Generalizing TOPSIS for fuzzy multiple-criteria group decision-making, Computers and Mathematics with Applications, 53 (2007), 1762--1772
-
[55]
Y. M. Wang, Y. Luo, Z. Hua, On the extent analysis method for fuzzy AHP and its applications, Eur. J. Oper. Res., 186 (2008), 735--747
-
[56]
W. W. Wu, Y. T. Lee, Developing global managers’ competencies using the fuzzy DEMATEL method, Expert Syst. Appl., 32 (2007), 499--507
-
[57]
X. Xia, Z. Wang, Y. Gao, Estimation of non-statistical uncertainty using fuzzy-set theory, Measurement Science and Technology, 11 (2000), 430--435
-
[58]
C. C. Yang, B. S. Chen, Key quality performance evaluation using fuzzy AHP, Journal of the Chinese Institute of Industrial Engineers, 21 (2004), 543--550
-
[59]
T. Yang, C. C. Hung, Multiple-attribute decision making methods for plant layout design problem, Robotics and Computer-Integrated Manufacturing, 23 (2007), 126--137
-
[60]
L. A. Zadeh, Fuzzy sets, Information and Control, 8 (1965), 338--353