An evaluation of airline service quality using the fuzzy weighted SERVQUAL method.
Chien-Chang ChouLi-Jen LiuSue-Fen HuangJeng-Ming YihTzeu-Chen HanPublished in: Appl. Soft Comput. (2011)
Keyphrases
- service quality
- evaluation method
- fuzzy comprehensive evaluation method
- similarity measure
- clustering method
- user satisfaction
- objective function
- fuzzy logic
- databases
- data analysis
- gold standard
- information quality
- calculation method
- rough sets
- service providers
- data sources
- fuzzy theory
- analytic hierarchy process
- neural network