Evaluation of customer perceptions on airline service quality in uncertainty

Abstract

The industries and academics have used various evaluating tools to evaluate the service quality of airline companies in decades due to the various differences emphasized in the outcomes of Multiple Criteria Decision Making, the results have been dissatisfactory to many people. It is urgent and important to clarify the process by which consumers evaluate airline companies. In literature review, there are criteria were used to evaluate the criteria of service quality in the airlines. The purpose sampling method was used to collect effective questionnaire data provided by 145 customers from China Airlines and EVA Airways. The decision-making trial and evaluation laboratory was used to test the cause effect relations and degree of relation among the various evaluation criteria. The research results and managerial implications provided as references to airline companies.