A non-additive multiple criteria analysis method for evaluation of airline service quality

DOI number:10.1016/j.jairtraman.2015.05.006

Affiliation of Author(s):经济与管理学院

Journal:Journal of Air Transport Management

Key Words:Airline Service quality lk fuzzy measure Choquet integral

Abstract:Subjective preferences with interactive property are often involved in the evaluation of airline service
quality. It may not be possible, however, to correctly evaluate service quality using conventional additive
measures. The fuzzy measure, which is a non-additive measure, is more suitable for this situation. Given
the presence of arduousness in current fuzzy measure identification and in the calculation of the
comprehensive performance values of alternatives in terms of the Choquet integral, this paper proposes
the lk fuzzy measure and introduces Marichal entropy of the lk fuzzy measure to reach a solution. This
paper also presents the aggregator Choquet integral with respect to the lk fuzzy measure. To verify the
method's effectiveness, an application study of the comprehensive performance of 15 US airlines was
conducted, using data collected over a 10-year period. Our results show that the proposed method is a
suitable multi-criteria analysis method, which can be used to evaluate the performance of airline service
quality when manemade interaction phenomena are not existent.

Indexed by:Journal paper

Issue:47

Page Number:154-161

Translation or Not:no

Date of Publication:2015-08-01

Included Journals:SCI

Co-author:zl,Cui, Yuchen,ZHI XIONG,ljy,Lai Jizhou,lvpin

Correspondence Author:ZHI XIONG,zhang ling

Date of Publication:2015-08-01