Quality assessment of airline baggage handling systems using SERVQUAL and BWM
Quality assessment of airline baggage handling systems using SERVQUAL and BWM
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DOI：
10.1016/j.tourman.2017.11.009
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发表时间：
2018-06
影响因子：
12.7
通讯作者：
J. Rezaei;O. Kothadiya;L. Tavasszy;M. Kroesen
中科院分区：
文献类型：
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作者：
J. Rezaei;O. Kothadiya;L. Tavasszy;M. Kroesen
行李处理系统是地面处理业务的重要组成部分，对乘客的整体满意度有很大的贡献。虽然有几项研究调查了航空公司的服务质量，很少有人注意到这个系统的关键部分。本研究提出SERVQUAL模型来评估行李处理系统的感知服务质量。文献综述提供了SERVQUAL模型每个维度的标准列表。最佳最差法（BWM）用于计算准则的权重。BWM的数据是通过不同国籍的乘客样本收集的。研究发现，“可靠性”被认为是最重要的维度，其次是“响应性”。“保证”标准排在第三位，紧随其后的是“有形”，最后是“移情”。聚类分析进一步揭示了乘客如何可能有不同的服务质量优先级。
The baggage handling system is a crucial part of ground handling operations, which significantly contributes to the overall satisfaction of passengers. Although several studies have investigated airline service quality, little attention has been paid to this crucial part of the system. This study proposes the SERVQUAL model to assess the perceived quality of service for the baggage handling system. A literature review provides a list of criteria per dimension of the SERVQUAL model. The best worst method (BWM) is used to calculate the weights of the criteria. The data for the BWM are collected via a sample of passengers from different nationalities. It is found that ‘reliability’ is perceived as the most important dimension followed by ‘responsiveness’. The ‘assurance’ criterion is third closely followed by ‘tangibles’ and lastly ‘empathy’. A cluster analysis further sheds light on how passengers might have different service quality priorities.