PMID- 31386667
OWN - NLM
STAT- MEDLINE
DCOM- 20200302
LR  - 20200302
IS  - 1932-6203 (Electronic)
IS  - 1932-6203 (Linking)
VI  - 14
IP  - 8
DP  - 2019
TI  - Development of interval-valued fuzzy GRA with SERVPERF based on subjective and 
      objective weights for evaluation of airline service quality: A case study of 
      Korea low-cost carriers.
PG  - e0219739
LID - 10.1371/journal.pone.0219739 [doi]
LID - e0219739
AB  - As the airline industry has become ever-more competitive and profitability more 
      tenuous, airline service quality management has grown more important to airlines. 
      Although many studies have focused on the evaluation of airline service quality, 
      some common limitations need to be noted. First, traditional fuzzy logics were 
      utilized to present linguistic variables as fuzzy numbers. However, precise 
      quantification of lower and upper bounds with a single number is often difficult; 
      thus, interval-valued fuzzy sets that represent the lower and upper bounds in the 
      fuzzy number as an interval form should be applied instead. Second, while some 
      studies have applied various multiple-criteria decision-making method [MCDM] and 
      the service quality (SERVQUAL) method for evaluation of airline service quality, 
      few have utilized grey relational analysis (GRA, a simple and data-driven MCDM 
      method applicable to environments with incomplete information) and the service 
      performance (SERVPERF), a performance-based measure that can resolve the 
      ambiguity issue of the expectations construct in SERVQUAL. Third, extant studies 
      dealing with the issue of weighting criteria in the evaluation of airline service 
      quality have focused only on either subjective or objective weights, though 
      weighting criteria based on a combined objective/subjective approach would be 
      much better than those just considering the subjective approach. The present 
      study endeavored to fill these literature gaps by developing, for evaluation of 
      airline service quality, interval-valued fuzzy GRA with SERVPERF based on both 
      subjective and objective weights. It contributes to the field by incorporating 
      the 22 criteria from SERVPERF to effectively account for the various 
      characteristics of airline service. Additionally, it is the first study to 
      utilize interval-valued fuzzy GRA together with a novel technique that combines a 
      subjective/objective weighting method for integration of objective 
      decision-matrix-derived information with subjective decision-maker preferences. 
      The supplemental empirical case study of airline service evaluation, further, 
      provides researchers and practitioners with a means of better understanding the 
      proposed approach in the practical perspectives.
FAU - Lee, Sanghoon
AU  - Lee S
AD  - Department of Business Administration, College of Business & Economics, Hannam 
      University, Daejeon, Republic of Korea.
FAU - Kang, Daekook
AU  - Kang D
AUID- ORCID: 0000-0002-7861-1544
AD  - Department of Industrial and Management Engineering, Inje University, Gimhae-si, 
      Gyeongsangnam-do, Republic of Korea.
LA  - eng
PT  - Journal Article
PT  - Research Support, Non-U.S. Gov't
DEP - 20190806
PL  - United States
TA  - PLoS One
JT  - PloS one
JID - 101285081
SB  - IM
EIN - PLoS One. 2019 Sep 11;14(9):e0222541. PMID: 31509585
MH  - Air Travel/*economics
MH  - Consumer Behavior/economics
MH  - Costs and Cost Analysis/*statistics & numerical data
MH  - *Fuzzy Logic
MH  - Industry/*economics
MH  - Quality Control
MH  - Republic of Korea
PMC - PMC6684093
COIS- The authors have declared that no competing interests exist.
EDAT- 2019/08/07 06:00
MHDA- 2020/03/03 06:00
PMCR- 2019/08/06
CRDT- 2019/08/07 06:00
PHST- 2018/10/04 00:00 [received]
PHST- 2019/07/01 00:00 [accepted]
PHST- 2019/08/07 06:00 [entrez]
PHST- 2019/08/07 06:00 [pubmed]
PHST- 2020/03/03 06:00 [medline]
PHST- 2019/08/06 00:00 [pmc-release]
AID - PONE-D-18-22120 [pii]
AID - 10.1371/journal.pone.0219739 [doi]
PST - epublish
SO  - PLoS One. 2019 Aug 6;14(8):e0219739. doi: 10.1371/journal.pone.0219739. 
      eCollection 2019.