A multiple criteria approach for airline passenger satisfaction measurement and service quality improvementA multiple criteria approach for airline passenger satisfaction measurement and service quality improvement Peer-Reviewed Journal Publication Δημοσίευση σε Περιοδικό με Κριτές 2018-06-082018enMeasuring 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.http://creativecommons.org/licenses/by/4.0/Journal of Air Transport Management6861-75 Tsafarakis Stelios Τσαφαρακης Στελιος Kokotas Theodosios Κοκοτας Θεοδοσιος Pantouvakis, Angelos Elsevier Airline passenger satisfaction Multicriteria analysis Service quality improvement