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Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment

Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment The purpose of this study is to provide an effective method to evaluate service quality of Iranian airports by conducting customer surveys. Commonly, evaluation of service quality is an intricate multi-criteria decision making (MCDM). Indeed, an intricate decision process is regularly involved in which various requirements and fuzzy conditions have to be taken into consideration simultaneously. By integrating concepts of VIKOR and TOPSIS technique, a novel fuzzy MCDM method was generated to deal with the evaluation of service quality problems in Iranian airports. The steps to solve this method are: (a) defining the weights of criteria are explained in fuzzy environment, (b) using TOPSIS to obtain ranking the alternatives, (c) using VIKOR technique to solve criteria interdependency relationships weights and integration with TOPSIS method. A practical study for evaluating service quality of seven major Iranian airports is presented to exemplify the application of the proposed model. In addition, five airports are ranked and the managerial and conclusion are discussed. The presented method helps international airports to obtain the requirements of passengers and the priority of enhancing service items. Finally, ranking order of the five airports was determined. Keywords: service quality; VIKOR; TOPSIS; fuzzy set. Reference to this paper http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Services, Economics and Management Inderscience Publishers

Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment

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Publisher
Inderscience Publishers
Copyright
Copyright © 2016 Inderscience Enterprises Ltd.
ISSN
1753-0822
eISSN
1753-0830
DOI
10.1504/IJSEM.2016.081856
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study is to provide an effective method to evaluate service quality of Iranian airports by conducting customer surveys. Commonly, evaluation of service quality is an intricate multi-criteria decision making (MCDM). Indeed, an intricate decision process is regularly involved in which various requirements and fuzzy conditions have to be taken into consideration simultaneously. By integrating concepts of VIKOR and TOPSIS technique, a novel fuzzy MCDM method was generated to deal with the evaluation of service quality problems in Iranian airports. The steps to solve this method are: (a) defining the weights of criteria are explained in fuzzy environment, (b) using TOPSIS to obtain ranking the alternatives, (c) using VIKOR technique to solve criteria interdependency relationships weights and integration with TOPSIS method. A practical study for evaluating service quality of seven major Iranian airports is presented to exemplify the application of the proposed model. In addition, five airports are ranked and the managerial and conclusion are discussed. The presented method helps international airports to obtain the requirements of passengers and the priority of enhancing service items. Finally, ranking order of the five airports was determined. Keywords: service quality; VIKOR; TOPSIS; fuzzy set. Reference to this paper

Journal

International Journal of Services, Economics and Management – Inderscience Publishers

Published: Jan 1, 2016

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