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

Tsafarakis Stelios, Kokotas Theodosios, Pantouvakis, Angelos

Πλήρης Εγγραφή


URI: http://purl.tuc.gr/dl/dias/4D62B933-2A87-45E1-8838-CE1E713C235F
Έτος 2018
Τύπος Δημοσίευση σε Περιοδικό με Κριτές
Άδεια Χρήσης
Λεπτομέρειες
Βιβλιογραφική Αναφορά S. Tsafarakis, T. Kokotas and A. Pantouvakis, "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," J. Air Transp. Manag., vol. 68, pp. 61-75, May 2018. doi: 10.1016/j.jairtraman.2017.09.010 https://doi.org/10.1016/j.jairtraman.2017.09.010
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Περίληψη

Measuring customer satisfaction is a key element for modern businesses as it can significantly contribute to a continuing effort of service quality improvement. In order to meet customer expectations and achieve higher quality levels, airlines need to develop a specific mechanism of passenger satisfaction measurement. In this paper we show how MUSA, a multicriteria satisfaction analysis method, can be utilized in order to measure passengers’ satisfaction from a large set of services dimensions, as well as to indicate those dimensions that need to be improved. The effectiveness of the method as a passenger satisfaction measurement and analysis tool is illustrated through an application to Aegean Airlines. The results reveal useful findings with regard to the satisfaction criteria and subcriteria that passengers of a full service airline value most, while interesting patterns emerge in different segmentation schemes.

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