Please use this identifier to cite or link to this item: https://scidar.kg.ac.rs/handle/123456789/11331
Title: Measuring performance of Middle East airlines - AHP approach
Authors: Budimčevič K.
Marcikić-Horvat A.
Mimović, Predrag
Issue Date: 2018
Abstract: © 2018 International Journal of the Analytic Hierarchy Process. Over the past decade, the airline industry has undergone a number of changes thanks to accelerated technological progress, changes in consumer preferences and turbulent political events. Bearing in mind the dynamic development of the airline industry, the concept of performance evaluation has been given increasing importance. Therefore, there is a need to further explore the defined terms and relations in order to properly respond to the changes that have occurred. Using the models of multi-criteria analysis, it is possible to perform a comprehensive assessment of an airline's performance. Accordingly, the study used the Analytic Hierarchy Process (AHP) in order to evaluate the performance of three Middle East airlines, Emirates, Etihad and Qatar Airways, with the goal of improving the service quality and customer satisfaction. For the purpose of conducting a comprehensive analysis, besides the AHP model, statistical non-parametric tests were used as well, in order to examine the preference of tangible and intangible components of service quality.
URI: https://scidar.kg.ac.rs/handle/123456789/11331
Type: article
DOI: 10.13033/ijahp.v10i3.595
SCOPUS: 2-s2.0-85059247325
Appears in Collections:Faculty of Economics, Kragujevac

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