دانلود رایگان مقاله ارزیابی کیفیت خدمات فرودگاه در تایلند با روش تصمیم گیری چند معیاره فازی

2. Literature review

2.1. Need of measuring airport service quality Service is an experience and strictly associated with customer satisfaction (Bezerra and Gomes, 2015). Service quality can be defined as the whole of the explicit and tacit components on which complete satisfaction of customer needs depends (Laura and Gabriella, 2009). Customer satisfaction is a measure of company performances as per the specific need of customer (Hill et al., 2003). The measure of customer satisfaction provides the service quality measure (Laura and Gabriella, 2009). As the perceived level of quality is an antecedent of customer satisfaction, hence the measuring of airport service quality may guide the organization's effort to address the specific needs of customer (Cronin et al., 2000; Falk et al., 2010; Wilson et al., 2012). The key measure of effective airport management is the opinion of passengers to airport services (Lubbe et al., 2011).

5. Conclusion

This paper attempts to measure the service quality of the two gateway airports of Thailand Suvarnabhumi (BKK) and Don Mueang (DMK) by utilizing the Fuzzy MCDM Analysis and also conduct Importance Performance Analysis (IPA) using Fuzzy expert system. The paper suggests managerial implications on two fold. First it demonstrates the use of Fuzzy MCDM method to gauge the service quality of airport which is more reliable in measuring the perception. Second it exhibits the IPA using Fuzzy expert system which would be very useful to the airport management to prioritize their resource allocation for enhancement of their service weaknesses.