scholarly journals Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

2021 ◽  
Vol 4 (1) ◽  
pp. 127-152
Author(s):  
Mahmut Bakır ◽  
◽  
Özlem Atalık ◽  
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Fuzzy Ahp ◽  
Quality Criteria ◽  
Total Sample ◽  
Service Evaluation ◽  
Point Of View ◽  
Airline Passengers ◽  
Time In Literature ◽  
Marketing Activities

Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers’ satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, an integrated Fuzzy Analytical Hierarchy Process (F-AHP) and Fuzzy Measurement Alternatives and Ranking according to Compromise Solution (F-MARCOS) approach was proposed to handle the uncertain and imprecise nature of e-service evaluation. In the first stage, e-service quality criteria were prioritized using the F-AHP method. Then, a real-world case study was carried out on scheduled airlines to demonstrate the applicability of the proposed approach using the F-MARCOS method, utilizing a total sample of 395 airline passengers in Turkey. As a result, the top three e-service criteria were found as reliability, understandability and security. A three-stage sensitivity analysis was also conducted to examine the credibility and stability of the results. This study is the first study to integrate F-AHP and F-MARCOS methods for the first time in literature.

Investigating e-service quality criteria for university library: a focus group study

2014 ◽  
Vol 115 (1/2) ◽  
pp. 4-14 ◽  
Author(s):  
Olga Einasto
Keyword(s):  
Service Quality ◽  
Evaluation Criteria ◽  
Quality Criteria ◽  
Service Evaluation ◽  
User Participation ◽  
Point Of View ◽  
User Friendliness ◽  
Focus Group Study ◽  
Content Type ◽  
University Library

Purpose – Service quality and new electronic services are strategic issues for academic libraries in finding better ways to support learning and research. The aim of this study is to contribute to the literature by identifying the major e-service evaluation criteria from the point-of-view of users of the largest university library in Estonia. Design/methodology/approach – Focus groups were used to identify the most significant criteria of e-service quality. The data were interpreted in accordance with Krueger' seven attributes: words, context, internal consistency; frequency of comments; specificity of comments; intensity of comments; big ideas. Findings – The research brought out the following 15 quality criteria as most important for the university library users: user-friendliness, reliability, assurance, security, speed, credibility, relevance, clarity, competence, feedback, dialogue, participating, responsiveness, empathy, aesthetics. Each of these criteria was explained and discussed. Research limitations/implications – This list of quality criteria obtained by this qualitative method was considered as the first step to build a conceptual model of e-service quality and as the basis for developing the questionnaire for further quantitative survey. Practical implications – The study is showing the possibility to design e-services in accordance with users expectations, based on quality criteria important to them. Originality/value – The study offers a fresh view in analyzing the e-service quality and developing university library services. The study has shown that technological and marketing approaches for studying e-service quality may be complemented by another one – a social approach, based on communication, user participation and feedback.

scholarly journals ENHANCING AIRLINE PASSENGERS’ SATISFACTION THROUGH SERVICE QUALITY: THE IMPORTANCE OF THE “HUMAN FACTOR”

2017 ◽  
Vol 8 (2) ◽  
pp. 54-69
Author(s):  
Maria Salamoura ◽  
Ioannis Chaniotakis ◽  
Constantine Lymperopoulos
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
Field Research ◽  
Flight Attendants ◽  
Industry Data ◽  
Equation Modelling ◽  
Airline Passengers ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The aim of this paper is to investigate the effect of service quality dimensions to overall satisfaction in the Greek airline industry. Data were collected through field research among 300 respondents, who have used a specific airline industry recently. Data analysis using structural equation modelling suggests that the performance of in-flight attendants and ground-service personnel are important factors in determining perceptions of service quality and overall satisfaction, together with reliability and satisfactory pricing arrangements. These “human factors” are shown to play a role both directly and indirectly in determining customer satisfaction in the airline context.

Benchmarking the service quality of airlines in the United States: an exploratory analysis

2015 ◽  
Vol 22 (5) ◽  
pp. 734-751 ◽  
Author(s):  
Hokey Min ◽  
Hyesung Min
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
The United States ◽  
Service Improvement ◽  
Content Type ◽  
Perceived Service Quality ◽  
Continuous Service ◽  
Airline Passengers ◽  
The Usa

Purpose – The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the airline’s competitiveness. Design/methodology/approach – This paper develops a set of target performance standards that helps airlines monitor their service delivery process, identify relative weaknesses, and take corrective actions for continuous service improvements using exploratory data analysis and competitive gap analysis. Findings – This study reveals that a service attribute considered most important to the airline customers’ impressions of service quality are air safety. This result reflects a growing concern over potential terrorism against airlines in the wake of the September 11 incident. The authors also found that proper baggage handling, competitive airfare, and on-time arrival/departure were next most important service attributes, whereas frequent flier and code-sharing programs were least important. Furthermore, the authors discovered that airline passengers’ perceived service quality influenced their choice of airlines. That is to say, airline service quality can be an important gauge of airline market share and revenue. Research limitations/implications – The current study is limited to the evaluation of comparative service quality of airlines in the USA. Thus, this study cannot be generalized to the airline passengers’ perceived service quality in other countries or different cultural settings. Also, this paper focuses on the performance aspect of benchmarking rather than the strategic aspect of benchmarking. Practical implications – With rising costs of fuel, labor, maintenance, and security, many airlines are at a crossroads where they have to decide between succumbing to restructuring pressures in a form of mergers/acquisitions and reinventing their service offerings. One viable means of reinventing airline service offerings is to learn more about what airline passengers truly value and appreciate in terms of service offerings and then figure out what it takes to win the hearts of customers and then how the airline can differentiate its service offering from those of its competitors. With this in mind, this paper develops viable service improvement strategies for the airline that can enhance its competitiveness in the struggling airline industry. Originality/value – This paper is one of a few attempts to identify a list of service attributes most important to airline service quality based on the actual survey of airline passengers, and then develop a benchmark standard of airlines in the USA from a customer (passenger) perspective.

Building the Friendly Airline Brand

2020 ◽  
pp. 197-220
Author(s):  
Hayat Ayar Senturk
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Service Industries ◽  
Service Firms ◽  
Quality Factors ◽  
Personalized Services ◽  
Fresh Perspective ◽  
Marketing Activities ◽  
Intangible Factor ◽  
Scientific Attention

Hospitality, the hosting behavior that brings convivial and personalized services with the ultimate aim to provide psychological comfort to guests, is a growing success criterion for service firms in today's new, experience-based economy, and thus has received considerable scientific attention in the service industries literatures. In this stream of research, most of the researchers have examined airline hospitality by taking the view pre-flight, in-flight, post-flight tangible and intangible service quality factors in an integrative manner. However, recent researches have pointed out that the airline industry has evolved in a direction where the intangible factor, such as hospitality of the cabin crew, stands out rather than its concrete functions such as “transport.” In the light of this argument, the purpose of this study is, by examining various cases, to theoretically reveal the airline hospitality as a new and fresh perspective that need to be emphasized in digital marketing activities to create widespread impact on customer experiences.

scholarly journals A Study on the Role of Web 4.0 and 5.0 in the Sustainable Tourism Ecosystem of Ho Chi Minh City, Vietnam

2020 ◽  
Vol 12 (17) ◽  
pp. 7140 ◽  
Author(s):  
Nguyen Thien Duy ◽  
Subhra R. Mondal ◽  
Nguyen Thi Thanh Van ◽  
Pham Tien Dzung ◽  
Doan Xuan Huy Minh ◽  
...  
Keyword(s):  
Service Quality ◽  
Service Evaluation ◽  
Point Of View ◽  
Ho Chi Minh City ◽  
Quality Factors ◽  
Tourist Satisfaction ◽  
Negative Results ◽  
Experimental Use

This research discusses the role of Web 4.0 and 5.0 devices on the commercial sustainability for tourism in Ho Chi Minh City (HCMC), Vietnam. The study adopts a tourist perspective regarding the future implementation of Web 4.0 and 5.0 devices, focusing on the service quality of various tourism-associated services and assessing, in return, the extent to which the overall satisfaction and long-term patronage of tourists is affected. Usually, researchers conduct this test in various popular establishments where devices are intended for experimental use and tourists are supposed to have previous exposure to them, so that their perceptual thinking regarding the service quality of these devices can be studied. The tourists act as respondents for various establishments. We also asked subjective questions in a short interview to 10 professionals working in these establishments, which helped us in the quantitative survey process. As a mixed method study, it has covered both quantitative and qualitative aspects of the items and provided a holistic result. The results indicated that Web 4.0 and 5.0, along with the service quality offered by personnel working in the establishments, showed significant variance in holistic service evaluation for tourist satisfaction and loyalty. Very few service quality factors had a distinct variance in the output. After using a regression analysis for Web 4.0 and 5.0 devices and service quality, we found that Web 4.0 and 5.0 showed insignificant negative results. This study contributes to the incremental research on Web 1.0 to 5.0, specifically detailing how it affects tourists’ satisfaction and patronage. Moreover, from a management point of view, this study can help solve the financial riddle of various establishments in HCMCs tourism ecosystem for optimum fund management and better productivity.

scholarly journals APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE

2015 ◽  
Vol 16 (5) ◽  
pp. 1034-1068 ◽  
Author(s):  
Abbas Mardani ◽  
Ahmad Jusoh ◽  
Edmundas Kazimieras Zavadskas ◽  
Zainab Khalifah ◽  
Khalil Md Nor
Keyword(s):  
Systematic Review ◽  
Decision Making ◽  
Service Quality ◽  
Airline Industry ◽  
Fuzzy Ahp ◽  
Multiple Criteria Decision Making ◽  
Research Problem ◽  
Multiple Criteria ◽  
Application Area ◽  
Analytic Hierarchy

The main purpose of this paper is to present a systematic review of multiple- criteria decision-making (MCDM) techniques used in the assessment of service qual- ity. This study reviewed a total of 79 articles from 51 journals, published from 2001 to 2015. Articles were classified into 10 application areas and scopes. Furthermore, articles were categorised based on an author, year, application area, the nationality of the author, ‏technique, a number of criteria, research purpose, gap and research problem, results and outcome. The best criteria were determined in each article. The results of this study re- vealed that more papers on MCDM were published in 2011 than in any other year. Inte- grated techniques, analytic hierarchy process (AHP) and fuzzy AHP methods, were ranked as first and second methods in use, respectively. Finally, the airline industry was ranked as the first application area, in which previous studies applied MCDM techniques for the evaluation of the service quality. This research contributes to the existing literature on the service quality and MCDM. The research outputs are valuable to academics scholars and leaders of organisations and industries in the field of service quality evaluation.

scholarly journals THE INFLUENCE OF E-SERVICE QUALITY, E-SATISFACTION, AND E-WORD OF MOUTH TOWARD REVISIT INTENTION ON TOKOPEDIA WEBSITE IN PADANG CITY

Jurnal Ecogen ◽  
2019 ◽  
Vol 2 (1) ◽  
pp. 69
Author(s):  
Jerri Andrian ◽  
Okki Trinanda
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Causal Model ◽  
Total Sample ◽  
Positive Influence ◽  
Point Of View ◽  
Revisit Intention ◽  
Empirical Point ◽  
The Relationship ◽  
Positive Effect

Purpose - This research aims to analyze: (1) The Influence of E-Service Quality toward E-Satisfaction on Tokopedia Website in Padang city (2) The Influence of E-Service Quality toward E-Word of Mouth on Tokopedia Website in Padang city (3) The Influence of E-Satisfaction toward E-Word of Mouth on Tokopedia Website in Padang city (4) The Influence of E-Word of Mouth toward Revisit Intention on Tokopedia Website in Padang city. Methodology - The type of this research is Causative research. The population on this research is all the consumer of Tokopedia in Padang who revisit Tokopedia website with the total sample is 150 person which was taken by using purposive sampling due to unknown the number of population. Finding - Regarding the causal model proposed, the data confirm the relationship set out in the hypothesis. It can therefore be stated that (1) E-Service Quality has a positive effect and significant to E-Satisfaction (2) E- Service Quality has a positive effect and significant to E-Word of Mouth (3) E-Satisfaction has a positive effect and significant to E-Word of Mouth (4) E-Word of Mouth has a positive effect and significant to Revisit Intention. Conclusion - The analysis highlights the positive influence which taking part in the E-Service Quality, E- Satisfaction and E-Word of Mouth toward Revisit Intention. This is the clearly shows in this relationship from the empirical point-of-view. Limitation - This research only limit with the some variableKeyword: E-Service Quality, E-Satisfaction, E-Word of Mouth, Revisit Intention

scholarly journals Impact of Privatization on Airlines

2021 ◽  
Vol 9 (9) ◽  
pp. 820-826
Author(s):  
Vidhi Shah
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Group Discussion ◽  
Positive Influence ◽  
Clearance Time ◽  
Research Support ◽  
Customer Preference ◽  
Airline Passengers ◽  
Technology Pricing ◽  
Time Ease

Abstract: The purpose of this paper is to study and identify the factors such Boarding and clearance time, Ease of E-ticketing and luggage capacity and their effect on Customer Preference in the airline. This study examines the underlying forces of service quality influences on passenger’s satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers, thereby ultimately targeting maximum monetary benefits. It is a qualitative research based on subjective examination of behavior, attitude & impressions. The simplification of research support is mainly based on group discussion of respondents. The data was collected through a Focused Group Discussion. Two FGD’s each consisting of 10 participants were recorded. The findings show that how the customers preferred one airline to others because of its quality, pricing and technology and frequency of flights. The participants talked much in depth about the quality and the treatment by staff inside the airplane. They also mentioned the details about the slowdown and fallout of the airline sector in India. The limitations are that it is constraint only to Mumbai. The participants lacked knowledge of the working of the airline industry as they did not travel frequently through airplanes. Keywords: Quality, Preference, Technology, Pricing, and Punctuality

scholarly journals Key Determinants of Airline Loyalty Modeling in Thailand

2020 ◽  
Vol 12 (10) ◽  
pp. 4165 ◽  
Author(s):  
Dissakoon Chonsalasin ◽  
Sajjakaj Jomnonkwao ◽  
Vatanavongs Ratanavaraha
Keyword(s):  
Airline Industry ◽  
Structural Equation ◽  
Statistical Significance ◽  
Perceived Quality ◽  
Equation Modeling ◽  
Structural Factors ◽  
Proposed Model ◽  
Airline Passengers ◽  
Domestic Airline

The airline industry in Thailand has grown enormously over the past decade. Competition among airline companies to reach market share and profit has been intense, requiring strong strategic abilities. To increase the service quality of such companies, identifying factors related to the context of airlines is important for policymakers. Thus, this study aims to present empirical data on structural factors related to the loyalty of domestic airline passengers. Structural equation modeling was used to confirm the proposed model. The questionnaire was used to survey and collect data from 1600 airline passengers. The results indicate that satisfaction, trust, perceived quality, relationship, and image of airlines positively influenced loyalty with a statistical significance of α = 0.05. Moreover, the study found that expectation and perceived quality indirectly influenced loyalty. The findings provide a reference for airline operators to clearly understand the factors that motivate passenger loyalty, which can be used to develop the sustainability of marketing strategies and support competitiveness.

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