A multiple criteria decision-making model for enhancing informative service quality at airports

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/53516

Title:	A multiple criteria decision-making model for enhancing informative service quality at airports
Authors:	林欣儀 Lin, Shinyi
Contributors:	觀光事業學系 Department & Graduate School of Tourism Management
Keywords:	Airport service quality Decision-making attitude and Pareto DEMATEL Informative service setting Modified VIKOR Service evaluation model
Date:	2024-09
Issue Date:	2024-07-22 09:14:55 (UTC+8)
Publisher:	Elsevier Inc.
Abstract:	The hospitality and tourism industry is witnessing unprecedented growth, driven by a relentless pursuit of service excellence and customer satisfaction. In this dynamic landscape, meeting and exceeding customer expectations has become paramount. Customers not only wield significant influence in shaping the service experience but also arrive with predefined standards for quality and service delivery. This study evaluates the quality of informative service settings within airport environments and their profound impact on overall service satisfaction. This research offers diverse strategic interventions to elevate service quality standards by leveraging multiple criteria decision-making. The insights gleaned from this investigation provide invaluable guidance for managers within the air-service industry, equipping them with the requisite knowledge to navigate and address the evolving needs of travelers while actively enhancing the Informative service setting infrastructure within airports. Through a nuanced understanding of these strategies, industry stakeholders can proactively tailor their approaches to ensure heightened customer satisfaction and service excellence.
Relation:	Decision Analytics Journal
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] periodical articles

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