TY - JOUR
T1 - A gap analysis model for improving airport service quality
AU - Tsai, Wen Hsien
AU - Hsu, Wei
AU - Chou, Wen Chin
N1 - Funding Information:
The authors would like to thank the National Science Council of Taiwan for financially supporting this research under Grant NSC97-2410-H-008-029.
PY - 2011/10
Y1 - 2011/10
N2 - Due to the increasing importance of customer orientation to a competitive advantage, airport managers emphasise passengers' perceptions and expectations of airport services quality. This paper aims to develop a multi-criteria evaluation model to evaluate the gap between passengers' perceptions (perceived service quality) and their expectations (expected service quality), and to diagnose managerial strategies of gap reduction within the airport passenger service context. This multi-criteria evaluation model is combined with the analytic hierarchy process method, the VIKOR (VIsekriterijumska optimizacija i KOmpromisno Resenje in Serbian, which means Multicriteria Optimization and Compromise Solution) method, and the importance- performance analysis (IPA) technique. The multi-criteria model can not only overcome the weaknesses of traditional IPA, it can also consider passenger preferences and satisfaction simultaneously to analyse managerial strategies for reducing the customer gap, thus improving service quality and meeting passengers' expectations. This paper also provides an empirical case study of passenger services at Taoyuan International Airport in Taiwan, demonstrating the suitability and effectiveness of the multi-criteria evaluation model.
AB - Due to the increasing importance of customer orientation to a competitive advantage, airport managers emphasise passengers' perceptions and expectations of airport services quality. This paper aims to develop a multi-criteria evaluation model to evaluate the gap between passengers' perceptions (perceived service quality) and their expectations (expected service quality), and to diagnose managerial strategies of gap reduction within the airport passenger service context. This multi-criteria evaluation model is combined with the analytic hierarchy process method, the VIKOR (VIsekriterijumska optimizacija i KOmpromisno Resenje in Serbian, which means Multicriteria Optimization and Compromise Solution) method, and the importance- performance analysis (IPA) technique. The multi-criteria model can not only overcome the weaknesses of traditional IPA, it can also consider passenger preferences and satisfaction simultaneously to analyse managerial strategies for reducing the customer gap, thus improving service quality and meeting passengers' expectations. This paper also provides an empirical case study of passenger services at Taoyuan International Airport in Taiwan, demonstrating the suitability and effectiveness of the multi-criteria evaluation model.
KW - Air transport
KW - Gap analysis
KW - Multiple criteria decision analysis
KW - Passenger service evaluation
KW - Perceived service quality
UR - http://www.scopus.com/inward/record.url?scp=82055180642&partnerID=8YFLogxK
U2 - 10.1080/14783363.2011.611326
DO - 10.1080/14783363.2011.611326
M3 - 期刊論文
AN - SCOPUS:82055180642
SN - 1478-3363
VL - 22
SP - 1025
EP - 1040
JO - Total Quality Management and Business Excellence
JF - Total Quality Management and Business Excellence
IS - 10
ER -