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A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

2017; Elsevier BV; Volume: 68; Linguagem: Inglês

10.1016/j.jairtraman.2017.09.010

1873-2089

Stelios Tsafarakis, Theodosios Kokotas, Angelos Pantouvakis,

Consumer Retail Behavior Studies

Measuring customer satisfaction is a key element for modern businesses as it can significantly contribute to a continuing effort of service quality improvement. In order to meet customer expectations and achieve higher quality levels, airlines need to develop a specific mechanism of passenger satisfaction measurement. In this paper we show how MUSA, a multicriteria satisfaction analysis method, can be utilized in order to measure passengers’ satisfaction from a large set of services dimensions, as well as to indicate those dimensions that need to be improved. The effectiveness of the method as a passenger satisfaction measurement and analysis tool is illustrated through an application to Aegean Airlines. The results reveal useful findings with regard to the satisfaction criteria and subcriteria that passengers of a full service airline value most, while interesting patterns emerge in different segmentation schemes.