Abstract
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 language | English |
|---|---|
| Pages (from-to) | 78-94 |
| Number of pages | 17 |
| Journal | International Journal of Services and Standards |
| Volume | 7 |
| Issue number | 1 |
| DOIs | |
| State | Published - Jun 2011 |
Keywords
- Analytic network process
- ANP
- International airport
- Interpretive structural modelling
- ISM
- Service quality
- Services
- SERVQUAL
- Standards
- Taiwan