Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily

Journal of Air Transport Management

Volumn 42, Issue , 2015, Pages 249-259

  Lupo, Toni ^a  

^a UNIVERSITY OF PALERMO   (Italy)

Author keywords

Airport services quality; ELECTRE method; Fuzzy sets theory; Multi criteria decision making (MCDM); Service quality benchmarking; ServPerf model

Indexed keywords

AIR TRANSPORTATION; AIRPORT; BENCHMARKING; COMPARATIVE STUDY; CONCEPTUAL FRAMEWORK; DECISION SUPPORT SYSTEM; EMPIRICAL ANALYSIS; FUZZY MATHEMATICS; MODEL TEST; MULTICRITERIA ANALYSIS; QUALITATIVE ANALYSIS; SERVICE PROVISION;

ITALY; SICILY;

EID: 84920187120     PISSN: 09696997     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jairtraman.2014.11.006     Document Type: Article

References (89)

1. Adler N., Berechman J. Measuring airport quality from the airlines' viewpoint: an application of data envelopment analysis. Transp. Policy 2001, 8(3):171-181.
2. Ayyub B.M., Klir G.J. Uncertainty Modelling and Analysis in Engineering and the Sciences 2006, Chapman & Hall, Boca Raton, FL 33487-2742, US.
3. Airports Council International Quality of Service at Airports: Standards & Measurements 2000, (ACI World Headquarters, Geneva, Switzerland).
4. Arif M., Gupta A., Williams A. Customer service in the aviation industry - an exploratory analysis of UAE airports. J.Air Transp. Manag. 2013, 32:1-7.
5. Barros C.P., Diseke Peter U.C. Performance evaluation of Italian airports: a data envelopment analysis. J.Air Transp. Manag. 2007, 13(4):184-191.
6. Brady M.K., Cronin J.J., Brand R.R. Performance-only measurement of service quality: a replication and extension. J.Bus. Res. 2002, 55(1):17-31.
7. Brans J.P., Vincke P. Preference ranking organization method: the PROMETHEE method for multiple criteria decision-making. Manag. Sci. 1985, 31:647-656.
8. Büyüközkan G., Çifçi G.A. Combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Syst. Appl. 2012, 39(3):2341-2354.
9. Certa A., Enea M., Lupo T. ELECTRE III to dynamically support the decision maker about the periodic replacements configurations for a multi-component system. Decis. Support Syst. 2013, 55(1):126-134.
10. Chan F.T.S., Kumar N. Global supplier development considering risk factors using fuzzy extended AHP-based approach. Omega 2007, 35:417-431.
11. Chang Da-Yong Application of the extent analysis method of fuzzy AHP. Eur. J. Operational Res. 1996, 95:649-655.
12. Chang Y.-W., Chang Y.-H. Does service recovery affect satisfaction and customer loyalty? an empirical study of airline services. J.Air Transp. Manag. 2010, 16(6):340-342.
13. Chaudha A., Jain R., Singh A.R., Mishra P.K. Integration of Kano's model into quality function deployment QFD. Int. J. Adv. Manuf. Technol. 2011, 53:689-698.
14. Chen M.F., Tzeng G.H. Combining grey relation and TOPSIS concepts for selecting an expatriate host country. Math. Comput. Model. 2004, 40(13):1473-1490.
15. Chen C.T. Extensions of the TOPSIS for group decision-making under fuzzy environment. Fuzzy Sets Syst. 2000, 114(1):1-9.
16. Chen M.F., Tzeng G.H., Tang T. Fuzzy MCDM approach for evaluation of expatriate assignments. Int. J. Inf. Technol. Decis. Mak. 2005, 4(2):277-296.
17. Cheng Ching-Hsue, Mon D.L. Evaluating weapon system by analytical hierarchy process based on fuzzy scales. Fuzzy Sets Syst. 1994, 63:1-10.
18. Chou Chien-Chang, Liu Li-Jen, Huang Sue-Fen, Yih Jeng-Ming, Han Tzeu-Chen An evaluation of airline service quality using the Fuzzy weighted SERVQUAL method. Appl. Soft Comput. 2011, 11:2117-2128.
19. Cirillo C., Eboli L., Mazzulla G. On the asymmetric user perception of transit service quality. Int. J. Sustain. Transp. 2011, 5:216-232.
20. Correia A.R., Wirasinghe S.C., de Barros A.G. Overall level of service measures for airport passenger terminals. Transp. Res. Part A 2008, 42(2):330-346.
21. Cronin J., Taylor S.A. Measuring service quality: a re-examination and extension. J.Mark. 1992, 56:55-68.
22. Cronin J.J., Taylor A.S. SERVPERF versus SERVQUAL: reconciling performance based and perception based - minus - expectation measurements of service quality. J.Mark. 1994, 58(1):125-131.
23. De Borger B., Kerstens K., Costa A. Public transit performance: what does one learn from frontier studies?. Transp. Rev. 2002, 22(1):1-38.
24. De Battisti F., Nicolini G., Salini S. The Rasch model in customer satisfaction survey data. Qual. Technol. Quant. Manag. 2010, 7(1):15-34.
25. De Battisti F., Nicolini G., Salini S. The Rasch model to measure service quality. ICFAI J. Serv. Mark. 2005, 3(3):58-80.
26. Ding J.F., Liang G.S. Using fuzzy MCDM to select partners of strategic alliances for liner shipping. Inf. Sci. 2005, 173(1-3):197-225.
27. Di Trapani A.M., Squatrito R., Foderà M., Testa R., Tudisca S., Sgroi F. Payment for environmental services for the sustainable development of the territory. Am. J. Environ. Sci. 2014, 10(5):480-488. 10.3844/ajessp.2014.480.488.
28. Dyer J.S., Sarin R.K. Measurable multi-attribute value functions. Operations Res. 1979, 27:810-822.
29. Eboli L., Mazzulla G. Amethodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view. Transp. Policy 2011, 18:172-181.
30. Enea M., Piazza T. Project selection by constrained fuzzy AHP. Fuzzy Optim. Decis. Mak. 2004, 3:39-62.
31. Ferdous R., Klan F., Sadiq R., Amyotte P., Veitch B. Handling and updating uncertain information in Bow-Tie analysis. J.Loss Prev. Process Ind. 2012, 25:8-12.
32. Fishbein M., Ajzen I. Belief, Attitude, Intention and Behavior: an Introduction to Theory and Research 1975, Addion-Wesley, Reading, Mass.
33. Franceschini F., Rossetto S. On-Line service quality control: the qualitometro method. Qual. Eng. 1998, 10(4):633-643.
34. Ghobadian A., Simon Speller S., Jones M. Service quality: concepts and models. Int. J. Qual. Reliab. Manag. 1994, 11(9):43-66.
35. Graham A. How important are commercial revenues to today's airports?. J.Air Transp. Manag. 2009, 15:106-111.
36. Humphreys I., Francis G. Traditional airport performance indicators a critical perspective. Transp. Res. Rec. 2000, 1703:24-30.
37. Humphreys I., Francis G. Performance measurement: a review of airports. Int. J. Transp. Manag. 2002, 1:79-85.
38. Hwang C.L., Yoon K. Multiple Attribute Decision Making: Methods and Applications 1981, Springer-Verlag, New York.
39. Inghilleri R., Lupo T., Passannanti G. An effective double sampling scheme for the c control chart. Qual. Reliab. Eng. Int. 2013, (in press). 10.1002/qre.1572.
40. Iraj M., Nezam M.A., Armaghan H., Rahele N. Designing a model of fuzzy TOPSIS in multiple criteria decision making. Appl. Math. Comput. 2008, 206(2):607-617.
41. Kaufmann A., Gupta M.M. Fuzzy Mathematical Models in Engineering and Management Science 2008, North-Holland, Amsterdam.
42. Keeney R., Raiffa H. Decisions with Multiple Objectives Preferences and Value Tradeoffs 1993, Cambridge University Press, New York.
43. Kirkwood G.W. Strategic Decision Making 1997, Duxbury Press, Belmont.
44. Klir G.J., Yuan B. Fuzzy Sets and Fuzzy Logic, Theory and Applications 1999, Prentice Hall P T R, Upper Saddle River, New Jersey 07458.
45. Kuo M.S., Liang G.S. Combining VIKOR with GRA techniques to evaluate service quality of airports under fuzzy environment. Expert Syst. Appl. 2011, 38:1304-1312.
46. Lee A.R. Application of Modified Fuzzy AHP Method to Analyze Bolting Sequence of Structural Joints 1999, UMI Dissertation Services, A. Bell & Howell Company.
47. Lee H., Kim C. Benchmarking of service quality with data envelopment analysis. Expert Syst. Appl. 2014, 41:3761-3768.
48. Liang G.S. Fuzzy MCDM based on ideal and anti-ideal concepts. Eur. J. Operational Res. 1999, 112(3):682-691.
49. Lin L.C., Hong C.H. Operational performance evaluation of international major airports: an application of data envelopment analysis. J.Air Transp. Manag. 2006, 12(6):342-351.
50. Liou J.J., Tang C.-H., Yeh W.-C., Tsai C.-Y. Adecision rules approach for improvement of airport service quality. Expert Syst. Appl. 2011, 38:13723-13730.
51. Lubbe B., Douglas A., Zambellis J. An application of the airport service quality model in South Africa. J.Air Transp. Manag. 2011, 17:224-227.
52. Lupo T. Amulti-objective design approach for the c chart considering Taguchi loss function. Qual. Reliab. Eng. Int. 2014, 30(8):1179-1190. 10.1002/qre.1540.
53. Lupo T. Afuzzy ServQual based method for reliable measurements of education quality in Italian higher education area. Expert Syst. Appl. 2013, 40:7096-7110. 10.1016/j.eswa.2013.06.045.
54. Lupo T. Handling stakeholder uncertain judgments in strategic transport service analyses. Transp. Policy 2013, 29:54-63. 10.1016/j.tranpol.2013.04.002.
55. Lupo T. Strategic Analysis of Transit Service Quality Using Fuzzy AHP Methodology 2013, European Transport - Trasporti Europei, Issue n° 53.
56. Lupo T. Economic-statistical design approach for a VSSI X-BAR chart considering Taguchi Loss function and random process shifts. Int. J. Reliab. Qual. Saf. Eng. 2014, 21(2):1450006. 10.1142/S0218539314500065.
57. Lupo T. Economic design approach for a SPC inspection procedure implementing the adaptive c chart. Qual. Reliab. Eng. Int. 2014, 30(4):545-558. 10.1002/qre.1507.
58. Lupo T. Comparing the economic effectiveness of various adaptive schemes for the c chart. Qual. Reliab. Eng. Int. 2014, 30(5):723-743. 10.1002/qre.1524.
59. Marcucci E., Gatta V. Dissecting preference heterogeneity in consumer stated choices. Transp. Res. E 2012, 48(1):331-339.
60. Negoita C.V. Expert Systems and Fuzzy Systems 1985, Benjamin/Cummings, Menlo Park, CA.
61. Opricovic S. Multicriteria Optimization of Civil Engineering Systems 1998, Faculty of Civil Engineering, Belgrade.
62. Opricovic S., Tzeng G.H. Compromise solution by MCDM methods: a comparative analysis of VIKOR and TOPSIS. Eur. J. Operational Res. 2004, 156(2):445-455.
63. Papadopoulos A., Karagiannidis A. Application of the multi-criteria analysis method ELECTRE III for the optimisation of decentralised energy systems. Omega 2008, 36:766-776.
64. Parasuraman A., Zeithaml V.A., Berry L.L. Aconceptual model of service quality and its implications for future research. J.Mark. 1985, 49:41-50.
65. Park J.-W., Jung S.-Y. Transfer passengers' perceptions of airport service quality: a case study of Incheon international airport. Int. Bus. Res. 2011, 4(3):75-82.
66. Rendeiro Martín-Cejas R. Tourism service quality begins at the airport. Tour. Manag. 2006, 27(5):874-877.
67. Roy B., Susman B. ELECTRE: une me 'thode pour guider le choix en pre' sence de points de vuemultiples 1966, Note de travail 49, SEMA-METRA International, Direction Scientifique.
68. Roy B., Bertier P. La methode ELECTRE II: une methode au media-planning. Operational Research 1973, 291-302. North-Holland, Amsterdam. M. Ross (Ed.).
69. Roy B. ELECTRE III: un algorithme de classements fonde sur une representation floue des preference en presence de criteres multiples. Cah. CERO 1978, 20(1):3-24.
70. Roy B., Hugonnard J.C. Ranking of suburbian line extension projects on the Paris metro system by a multicriteria method. Transpn. Res. 1982, 16(4):301-312.
71. Roy B., Bouyssou D. Aide multicritère à la dècision: mèthodes et cas 1993, Economica, Paris.
72. Roy B. The outranking approach and the foundations of ELECTRE methods. Reading in Multiple Criteria Decision Aid 1990, 155-183. Springer Verlag, Berlin. C.A. Bana e Costa (Ed.).
73. Rouyendegh B.D., Erkan T.E. An application of the fuzzy ELECTRE method for academic staff selection. Hum. Factors Ergon. Manuf. Serv. Ind. 2013, 23(2):107-115.
74. Saaty T.L. Decision making with the analytic hierarchy process. Int. J. Serv. Sci. 2008, 1(1).
75. Sevkli M. An application of fuzzy ELECTRE method for supplier selection. Int. J. Prod. Res. 2010, 48(12):3393-3405.
76. Schvaneveldt S.J., Enkawa T., Miyakawa M. Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality. Total Qual. Manag. 1991, 2:149-161.
77. Sgroi F., Di Trapani A.M., Testa T., Tudisca S. Strategy to increase the farm competitiveness. Am. J. Agric. Biol. Sci. 2014, 9(3):394-400. 10.3844/ajabssp.2014.394.400.
78. Sgroi F., Tudisca S., Di Trapani A.M., Testa R., Squatrito R. Efficacy and efficiency of Italian energy policy: the case of PV systems in greenhouse farms. Energies 2014, 7(6):3985-4001. 10.3390/en7063985.
79. Teas R.K. Expectations, performance evaluation, and consumers' perceptions of quality. J.Mark. 1993, 57(4):18-34.
80. Tudisca S., Di Trapani A.M., Sgroi F., Testa R. The cost advantage of Sicilian wine farms. Am. J. Appl. Sci. 2013, 10(12):1529-1536. 10.3844/ajassp.2013.1529.1536.
81. Wang J.W., Cheng C.H., Huang K.C. Fuzzy hierarchical TOPSIS for supplier selection. Appl. Soft Comput. 2009, 9(1):377-386.
82. Wang X., Triantaphyllou E. Ranking irregularities when evaluating alternatives by using some ELECTRE methods. Omega 2008, 36(1):45-63.
83. Yeh C.H., Kuo Y.L. Evaluating passenger services of Asia-Pacific international airports. Transp. Res. E 2003, 39:35-48.
84. Yu W. ELECTRE TRI: Aspects méthodologiques et manuel d'utilisation 1992, Document du LAMSADE No. 74, Université Paris-Dauphine.
85. Yu-Hern Chang Y.H., Cheng C.H., Wang T.C. Performance evaluation of international airports in the region of East Asia. Proc. East. Asia Soc. Transp. Stud. 2003, 4. October, 2003.
86. Zadeh L.A. Fuzzy set. Inf. Control 1965, 8(3):338-353.
87. Zadeh L.A. The concept of a linguistic variable and its application to approximate reasoning. Inf. Sci. 1975, 8:199-249.
88. Zadeh L.A. Fuzzy logic computing with words. IEEE Trans. Fuzzy Syst. 1996, 4:103-111.
89. Zhou L. Adimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking. J.Serv. Mark. 2004, 18(6/7):534-546.