A hybrid approach for multi-criteria evaluation of airport service quality

Wen Hsien Tsai, Hsiao Chiao Kuo

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


Due to increasing passenger awareness of service quality, international airports worldwide are facing ever greater pressures and making efforts to sustain their competitive advantages. In this study, a hybrid approach is used to guide the evaluation process of airport service quality. The structural relationships and the interrelationships among the service quality criteria are analysed through the interpretive structural modelling method. In addition, the analytic network process method can obtain weightings and overall ranking to each dimension and criterion in the evaluation. Finally, the effectiveness of the approach is illustrated using an empirical study of Taiwan Taoyuan International Airport.

Original languageEnglish
Pages (from-to)78-94
Number of pages17
JournalInternational Journal of Services and Standards
Issue number1
StatePublished - Jun 2011


  • Analytic network process
  • ANP
  • International airport
  • Interpretive structural modelling
  • ISM
  • Service quality
  • Services
  • Standards
  • Taiwan


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