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A fuzzy approach to service quality diagnosis
Purpose – The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly. Design/methodology/approach – This research aims to identify service quality dimensions that could enhance the level of...
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| Published in: | Marketing intelligence & planning 2015-02, Vol.33 (1), p.103-119 |
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| Main Authors: | , , , |
| Format: | Article |
| Language: | English |
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| Citations: | Items that this one cites Items that cite this one |
| Online Access: | Get full text |
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| cited_by | cdi_FETCH-LOGICAL-c342t-6f9e449f577ef9b3016eb0f1cd0c4728098c08a3d0ee6674a9eeb45f715d7d213 |
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| cites | cdi_FETCH-LOGICAL-c342t-6f9e449f577ef9b3016eb0f1cd0c4728098c08a3d0ee6674a9eeb45f715d7d213 |
| container_end_page | 119 |
| container_issue | 1 |
| container_start_page | 103 |
| container_title | Marketing intelligence & planning |
| container_volume | 33 |
| creator | Saeida Ardakani, Saeid Nejatian, Majid Farhangnejad, Mohammad Ali Nejati, Mehran |
| description | Purpose
– The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Design/methodology/approach
– This research aims to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Findings
– The results show that “safety,” “timeliness,” and “variety and type of airplane” are the most important service quality criteria from the passengers’ viewpoint. It also indicates that the most and least important dimensions of service quality are “tangibles” and “responsiveness,” respectively. The results ranked the airlines from one to three as Emirates Airline, Mahan Air, and Iran Air.
Originality/value
– Most of the service quality criteria are descriptive and are stated using lingual expressions (cardinal or ordinal scales). Therefore, evaluation of perceptions and expectations of customers regarding service quality using non-fuzzy methods ignores the ambiguity involved in individual judgments. |
| doi_str_mv | 10.1108/MIP-02-2013-0035 |
| format | article |
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– The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Design/methodology/approach
– This research aims to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Findings
– The results show that “safety,” “timeliness,” and “variety and type of airplane” are the most important service quality criteria from the passengers’ viewpoint. It also indicates that the most and least important dimensions of service quality are “tangibles” and “responsiveness,” respectively. The results ranked the airlines from one to three as Emirates Airline, Mahan Air, and Iran Air.
Originality/value
– Most of the service quality criteria are descriptive and are stated using lingual expressions (cardinal or ordinal scales). Therefore, evaluation of perceptions and expectations of customers regarding service quality using non-fuzzy methods ignores the ambiguity involved in individual judgments.</description><identifier>ISSN: 0263-4503</identifier><identifier>EISSN: 1758-8049</identifier><identifier>DOI: 10.1108/MIP-02-2013-0035</identifier><language>eng</language><publisher>Bradford: Emerald Group Publishing Limited</publisher><subject>Air travel ; Aircraft accidents & safety ; Airline industry ; Airlines ; Airports ; Competition ; Competitive advantage ; Customer relationship management ; Customer satisfaction ; Customer services ; Employees ; Food quality ; Fuzzy logic ; Fuzzy sets ; Linguistics ; Market shares ; Marketing ; Marketing strategy/methods ; Passengers ; Perceptions ; Purchase intention ; Quality of service ; Studies ; Success</subject><ispartof>Marketing intelligence & planning, 2015-02, Vol.33 (1), p.103-119</ispartof><rights>Emerald Group Publishing Limited</rights><rights>Emerald Group Publishing Limited 2015</rights><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c342t-6f9e449f577ef9b3016eb0f1cd0c4728098c08a3d0ee6674a9eeb45f715d7d213</citedby><cites>FETCH-LOGICAL-c342t-6f9e449f577ef9b3016eb0f1cd0c4728098c08a3d0ee6674a9eeb45f715d7d213</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://www.proquest.com/docview/1648112913/fulltextPDF?pq-origsite=primo$$EPDF$$P50$$Gproquest$$H</linktopdf><linktohtml>$$Uhttps://www.proquest.com/docview/1648112913?pq-origsite=primo$$EHTML$$P50$$Gproquest$$H</linktohtml><link.rule.ids>314,780,784,11688,27924,27925,36060,44363,74767</link.rule.ids></links><search><creatorcontrib>Saeida Ardakani, Saeid</creatorcontrib><creatorcontrib>Nejatian, Majid</creatorcontrib><creatorcontrib>Farhangnejad, Mohammad Ali</creatorcontrib><creatorcontrib>Nejati, Mehran</creatorcontrib><title>A fuzzy approach to service quality diagnosis</title><title>Marketing intelligence & planning</title><description>Purpose
– The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Design/methodology/approach
– This research aims to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Findings
– The results show that “safety,” “timeliness,” and “variety and type of airplane” are the most important service quality criteria from the passengers’ viewpoint. It also indicates that the most and least important dimensions of service quality are “tangibles” and “responsiveness,” respectively. The results ranked the airlines from one to three as Emirates Airline, Mahan Air, and Iran Air.
Originality/value
– Most of the service quality criteria are descriptive and are stated using lingual expressions (cardinal or ordinal scales). Therefore, evaluation of perceptions and expectations of customers regarding service quality using non-fuzzy methods ignores the ambiguity involved in individual judgments.</description><subject>Air travel</subject><subject>Aircraft accidents & safety</subject><subject>Airline industry</subject><subject>Airlines</subject><subject>Airports</subject><subject>Competition</subject><subject>Competitive advantage</subject><subject>Customer relationship management</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Employees</subject><subject>Food quality</subject><subject>Fuzzy logic</subject><subject>Fuzzy sets</subject><subject>Linguistics</subject><subject>Market shares</subject><subject>Marketing</subject><subject>Marketing strategy/methods</subject><subject>Passengers</subject><subject>Perceptions</subject><subject>Purchase intention</subject><subject>Quality of service</subject><subject>Studies</subject><subject>Success</subject><issn>0263-4503</issn><issn>1758-8049</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2015</creationdate><recordtype>article</recordtype><sourceid>M0C</sourceid><recordid>eNptkL9PwzAQhS0EEqWwM0ZiNr2znTgeq4oflYpggNlynTOkapvWTpDSv55UZUFiesv77p4-xm4R7hGhnLzM3zgILgAlB5D5GRuhzktegjLnbASikFzlIC_ZVUorANBSihHj0yx0h0Ofud0uNs5_ZW2TJYrftads37l13fZZVbvPbZPqdM0uglsnuvnNMft4fHifPfPF69N8Nl1wL5VoeREMKWVCrjUFs5SABS0hoK_AKy1KMKWH0skKiIpCK2eIlioPGvNKVwLlmN2d7g6b9h2l1q6aLm6HlxYLVSIKg3JowanlY5NSpGB3sd642FsEe5RiBykWhD1KsUcpAzI5IbSh6NbVf8QfjfIHqythOg</recordid><startdate>20150202</startdate><enddate>20150202</enddate><creator>Saeida Ardakani, Saeid</creator><creator>Nejatian, Majid</creator><creator>Farhangnejad, Mohammad Ali</creator><creator>Nejati, Mehran</creator><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>8AO</scope><scope>8FI</scope><scope>AFKRA</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FYUFA</scope><scope>F~G</scope><scope>GNUQQ</scope><scope>K6~</scope><scope>L.-</scope><scope>L.0</scope><scope>M0C</scope><scope>M2M</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PSYQQ</scope><scope>Q9U</scope></search><sort><creationdate>20150202</creationdate><title>A fuzzy approach to service quality diagnosis</title><author>Saeida Ardakani, Saeid ; Nejatian, Majid ; Farhangnejad, Mohammad Ali ; Nejati, Mehran</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c342t-6f9e449f577ef9b3016eb0f1cd0c4728098c08a3d0ee6674a9eeb45f715d7d213</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2015</creationdate><topic>Air travel</topic><topic>Aircraft accidents & safety</topic><topic>Airline industry</topic><topic>Airlines</topic><topic>Airports</topic><topic>Competition</topic><topic>Competitive advantage</topic><topic>Customer relationship management</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Employees</topic><topic>Food quality</topic><topic>Fuzzy logic</topic><topic>Fuzzy sets</topic><topic>Linguistics</topic><topic>Market shares</topic><topic>Marketing</topic><topic>Marketing strategy/methods</topic><topic>Passengers</topic><topic>Perceptions</topic><topic>Purchase intention</topic><topic>Quality of service</topic><topic>Studies</topic><topic>Success</topic><toplevel>online_resources</toplevel><creatorcontrib>Saeida Ardakani, Saeid</creatorcontrib><creatorcontrib>Nejatian, Majid</creatorcontrib><creatorcontrib>Farhangnejad, Mohammad Ali</creatorcontrib><creatorcontrib>Nejati, Mehran</creatorcontrib><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Pharma Collection</collection><collection>Hospital Premium Collection</collection><collection>ProQuest Central</collection><collection>ProQuest Central Essentials</collection><collection>ProQuest Central</collection><collection>ProQuest Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central</collection><collection>Health Research Premium Collection</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Central Student</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ABI/INFORM Collection</collection><collection>Psychology Database (ProQuest)</collection><collection>One Business (ProQuest)</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest One Psychology</collection><collection>ProQuest Central Basic</collection><jtitle>Marketing intelligence & planning</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Saeida Ardakani, Saeid</au><au>Nejatian, Majid</au><au>Farhangnejad, Mohammad Ali</au><au>Nejati, Mehran</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>A fuzzy approach to service quality diagnosis</atitle><jtitle>Marketing intelligence & planning</jtitle><date>2015-02-02</date><risdate>2015</risdate><volume>33</volume><issue>1</issue><spage>103</spage><epage>119</epage><pages>103-119</pages><issn>0263-4503</issn><eissn>1758-8049</eissn><abstract>Purpose
– The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Design/methodology/approach
– This research aims to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly.
Findings
– The results show that “safety,” “timeliness,” and “variety and type of airplane” are the most important service quality criteria from the passengers’ viewpoint. It also indicates that the most and least important dimensions of service quality are “tangibles” and “responsiveness,” respectively. The results ranked the airlines from one to three as Emirates Airline, Mahan Air, and Iran Air.
Originality/value
– Most of the service quality criteria are descriptive and are stated using lingual expressions (cardinal or ordinal scales). Therefore, evaluation of perceptions and expectations of customers regarding service quality using non-fuzzy methods ignores the ambiguity involved in individual judgments.</abstract><cop>Bradford</cop><pub>Emerald Group Publishing Limited</pub><doi>10.1108/MIP-02-2013-0035</doi><tpages>17</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0263-4503 |
| ispartof | Marketing intelligence & planning, 2015-02, Vol.33 (1), p.103-119 |
| issn | 0263-4503 1758-8049 |
| language | eng |
| recordid | cdi_proquest_journals_1648112913 |
| source | ABI/INFORM Collection; Emerald:Jisc Collections:Emerald Subject Collections HE and FE 2024-2026:Emerald Premier (reading list) |
| subjects | Air travel Aircraft accidents & safety Airline industry Airlines Airports Competition Competitive advantage Customer relationship management Customer satisfaction Customer services Employees Food quality Fuzzy logic Fuzzy sets Linguistics Market shares Marketing Marketing strategy/methods Passengers Perceptions Purchase intention Quality of service Studies Success |
| title | A fuzzy approach to service quality diagnosis |
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