Institutional Repository
Technical University of Crete
Technical University of Crete
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| URI | http://purl.tuc.gr/dl/dias/4D62B933-2A87-45E1-8838-CE1E713C235F | - |
| Identifier | https://www.sciencedirect.com/science/article/pii/S0969699717300704?via%3Dihub | - |
| Identifier | https://doi.org/10.1016/j.jairtraman.2017.09.010 | - |
| Language | en | - |
| Extent | 15 pages | en |
| Title | A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement | en |
| Creator | Tsafarakis Stelios | en |
| Creator | Τσαφαρακης Στελιος | el |
| Creator | Kokotas Theodosios | en |
| Creator | Κοκοτας Θεοδοσιος | el |
| Creator | Pantouvakis, Angelos | en |
| Publisher | Elsevier | en |
| Content Summary | Measuring customer satisfaction is a key element for modern businesses as it can significantly contribute to a continuing effort of service quality improvement. In order to meet customer expectations and achieve higher quality levels, airlines need to develop a specific mechanism of passenger satisfaction measurement. In this paper we show how MUSA, a multicriteria satisfaction analysis method, can be utilized in order to measure passengers’ satisfaction from a large set of services dimensions, as well as to indicate those dimensions that need to be improved. The effectiveness of the method as a passenger satisfaction measurement and analysis tool is illustrated through an application to Aegean Airlines. The results reveal useful findings with regard to the satisfaction criteria and subcriteria that passengers of a full service airline value most, while interesting patterns emerge in different segmentation schemes. | en |
| Type of Item | Peer-Reviewed Journal Publication | en |
| Type of Item | Δημοσίευση σε Περιοδικό με Κριτές | el |
| License | http://creativecommons.org/licenses/by/4.0/ | en |
| Date of Item | 2018-06-08 | - |
| Date of Publication | 2018 | - |
| Subject | Airline passenger satisfaction | en |
| Subject | Multicriteria analysis | en |
| Subject | Service quality improvement | en |
| Bibliographic Citation | S. Tsafarakis, T. Kokotas and A. Pantouvakis, "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," J. Air Transp. Manag., vol. 68, pp. 61-75, May 2018. doi: 10.1016/j.jairtraman.2017.09.010 | en |
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