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Ιδρυματικό Αποθετήριο [SANDBOX]
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| URI | http://purl.tuc.gr/dl/dias/4D62B933-2A87-45E1-8838-CE1E713C235F | - |
| Αναγνωριστικό | https://www.sciencedirect.com/science/article/pii/S0969699717300704?via%3Dihub | - |
| Αναγνωριστικό | https://doi.org/10.1016/j.jairtraman.2017.09.010 | - |
| Γλώσσα | en | - |
| Μέγεθος | 15 pages | en |
| Τίτλος | A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement | en |
| Δημιουργός | Tsafarakis Stelios | en |
| Δημιουργός | Τσαφαρακης Στελιος | el |
| Δημιουργός | Kokotas Theodosios | en |
| Δημιουργός | Κοκοτας Θεοδοσιος | el |
| Δημιουργός | Pantouvakis, Angelos | en |
| Εκδότης | Elsevier | en |
| 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. | en |
| Τύπος | Peer-Reviewed Journal Publication | en |
| Τύπος | Δημοσίευση σε Περιοδικό με Κριτές | el |
| Άδεια Χρήσης | http://creativecommons.org/licenses/by/4.0/ | en |
| Ημερομηνία | 2018-06-08 | - |
| Ημερομηνία Δημοσίευσης | 2018 | - |
| Θεματική Κατηγορία | Airline passenger satisfaction | en |
| Θεματική Κατηγορία | Multicriteria analysis | en |
| Θεματική Κατηγορία | Service quality improvement | en |
| 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 | en |
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