A non-additive model for evaluating airline service quality
Abstract
This study develops a non-additive model for evaluating and improving the service quality of airlines and compares its results with the conventional additive method. Service quality is a composite of various attributes and many in a system have inter-dependent characteristics that may not be correctly evaluated using conventional additive measures. A fuzzy integral is thus proposed. Factor analysis is initially used to extract some independent...
Paper Details
Title
A non-additive model for evaluating airline service quality
Published Date
May 1, 2007
Volume
13
Issue
3
Pages
131 - 138
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