This paper discusses aspects of airport service quality evaluation using fuzzy multicriteria analysis and the alpha-cut concept. It presents a fuzzy multicriteria methodology for analysing a complex set of quality variables. This methodology develops a step by step set of indicators that allow managers have a holistic view of the quality dimension. It also helps the understanding of cause and effect relation, it helps tracking service quality problems and benchmarking them. From the alpha-cut concept, by defining upper and lower limits, this approach seeks to assist managers in evaluating a complex number of quality criteria and decision-makers’ behaviour. This approach gives managers a broader view of comparative perceptions of quality among the airports in a given sample, by presenting the results of the analysis in fuzzy form and allowing managers to consider different styles of evaluation. The methodology discussed is applied to six Brazilian international airports.
Quality & Quantity – Springer Journals
Published: Dec 23, 2008
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