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Institutional Repository [SANDBOX]
Technical University of Crete
Technical University of Crete
EN
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| URI: | http://purl.tuc.gr/dl/dias/4D62B933-2A87-45E1-8838-CE1E713C235F | ||
| Year | 2018 | ||
| Type of Item | Peer-Reviewed Journal Publication | ||
| License |
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| Bibliographic Citation | 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 | ||
| Appears in Collections |
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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