Fuzzy SERVQUAL analysis in airline services

Aydin, Ozlem; Pakdil, Fatma

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Title:	Fuzzy SERVQUAL analysis in airline services
Authors:	ID Aydin, Ozlem (Author) ID Pakdil, Fatma (Author)
Files:	Organizacija_2008_Aydin,_Pakdil_Fuzzy_SERVQUAL_Analysis_in_Airline_Services.pdf (1,46 MB) MD5: D698C13425991FF4D7600D0D9F112F14 PID: 20.500.12556/dkum/08e9adfa-5975-4852-98ec-67cc728b18c7 http://www.degruyter.com/view/j/orga.2008.41.issue-3/v10051-008-0012-8/v10051-008-0012-8.xml
Language:	English
Work type:	Scientific work
Typology:	1.01 - Original Scientific Article
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.
Keywords:	Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores
Publication status:	Published
Publication version:	Version of Record
Year of publishing:	2008
Number of pages:	str. 108-115
Numbering:	Letn. 41, št. 3
PID:	20.500.12556/DKUM-69118
ISSN:	1318-5454
UDC:	656.7:005.336.3
ISSN on article:	1318-5454
COBISS.SI-ID:	244475392
DOI:	10.2478/v10051-008-0012-8
NUK URN:	URN:SI:UM:DK:DYAPUEDT
Publication date in DKUM:	30.11.2017
Views:	1362
Downloads:	396
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Categories:	Misc.
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Record is a part of a journal

Title:	Organizacija : revija za management, informatiko in kadre
Shortened title:	Organizacija
Publisher:	Moderna organizacija
ISSN:	1318-5454
COBISS.SI-ID:	610909

Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	30.11.2017

Secondary language

Language:	Slovenian
Title:	Mehka SERVQUAL analiza letalskih storitev
Abstract:	Cilj te študije je merjenje in analiziranje dosežene in pričakovane kakovosti potniških storitev mednarodne letalske družbe in posredovanje mnenj potnikov s pomočjo mehke logike tistim, ki sprejemajo odločitve. Za mehko proceduro je bila kot primerna sprejeta trapezoidna članska funkcija. Z uporabo servqual metodologije je bil za vsako postavko določen optimalen mehki interval razpona zadetkov. Interpretacije teh mehkih intervalov so bile razporejene v tri področja – optimistična, nevtralna in pesimistična mnenja potnikov – s čimer naj bi pomagali tistim, ki sprejemajo odločitve, pri določanju tega, katere storitve so zadovoljive in katere potrebujejo izboljšave.
Keywords:	Slovenija, letalski promet, potniški promet, storitve, kvaliteta

Collection

This document is a part of these collections:

Organizacija

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