A survey analysis of service quality for domestic airlines

By Yu-Hern Chang, Chung-Hsing Yeh. European Journal of Operational Research, 2002

437 citations recorded by the source corpus.

Subfields: Management Information Systems, Management Science and Operations Research, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/6e4aff2614a49be9c7dc013d2fc719dab5aa88a2

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In Management Information Systems

In Management Science and Operations Research

In Organizational Behavior and Human Resource Management

Citations in the corpus

Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions (2006, methodology): “Several researchers have applied service quality theories and methods in the airline setting (Alotaibi, 1992; Ostrowski et al ., 1993; Sultan & Simpson, 2000; Chang & Yeh, 2002; Tsaur et al ., 2002).”
Generalizing TOPSIS for fuzzy multiple-criteria group decision-making (2007, background): “Some of them [6,17] defuzzify fuzzy ratings and weights into crisp values, whereas the defuzzification will lose some information.”
Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches (2015, background): “In the model proposed by Chang and Yeh (2002), subjectivity is considered in assessments in terms of attribute satisfaction and attribute importance.”
Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector (2012, background): “Defining service quality is difficult as compared to product quality due to some features unique to services including intangibility, inseparability, heterogeneity and pershability (Chang and Yeh, 2002).”
Selecting green suppliers based on GSCM practices: Using fuzzy TOPSIS applied to a Brazilian electronics company (2014, background): “…the literature it is proved that TFN is an effective way of formulating decision problems containing subjective and imprecise information (Torlak, Sevkli, Sanal, & Zaim, 2011; Deviren et al., 2009; Chang & Yeh, 2002; Chang, Chung, & Wang, 2007; Kahraman, Bes_kese, & Ruan, 2004; Zimmerman, 1996).”
Evaluating airline competitiveness using multiattribute decision making (2001, background): “Although the passengers’ subjective perceptions of service quality can be measured via surveys [18,20], the use of objective measures is more suited to the purpose of measuring changes in quality levels over time in terms of consistency of data [41].”
Customer satisfaction using low cost carriers (2011, background): “Jou, Lam, Hensher, Chen, and Kuo (2008) reported that passengers consider service quality and price when choosing airlines. LCCs continue to develop due to passengers’ needs for low cost air travel. However, according to Holtbrugge, Wilson, and Berg (2006), many airlines aim to provide a high level ”
Developing a fuzzy analytic hierarchy process (AHP) model for behavior-based safety management (2008, methodology): “In addition, modeling using triangular fuzzy numbers has proven to be an effective way for formulating decision problems where the information available is subjective and imprecise [10,11,25,52].”