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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/33303

Title: Combining VIKOR with GRA techniques to evaluate service quality of airports under fuzzy environment
Authors: Ming-Shin Kuo;Gin-Shuh Liang
Contributors: 國立臺灣海洋大學:航運管理學系
NTOU:Department of Shipping and Transportation Management
Keywords: MCDM;VIKOR;Grey relational analysis;Service quality;Fuzzy sets
Date: 2011-03
Issue Date: 2012-12-27T02:07:40Z
Publisher: Expert Systems with Applications
Abstract: Abstract:The aim of this paper was to present an effective approach for evaluating service quality of Northeast-Asian international airports by conducting customer surveys. In general, evaluation of service quality is a complex multicriteria decision-making (MCDM) problem; therefore, a complex decision process is often involved in which multiple requirements and fuzzy conditions have to be taken into consideration simultaneously. By combining concepts of VIKOR and grey relational analysis (GRA), a new fuzzy MCDM method was proposed to deal with the evaluation of service quality problems in the international airports. This model was solved by an effective algorithm, which incorporated the decision-maker’s attitude and/or preference for customers’ assessments on weights and performance ratings of each criterion. An empirical study for evaluating service quality of seven major Northeast-Asian international airports was put forth to illustrate an application of the proposed model. The study results showed that this approach is an effective means for tackling MCDM problems involving subjective assessments of qualitative attributes in a fuzzy environment.
Relation: 38(3), pp.1304–1312
URI: http://ntour.ntou.edu.tw/handle/987654321/33303
Appears in Collections:[航運管理學系] 期刊論文

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