A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria. (August 2017)

• Record Type: Journal Article
• Authors: Keshavarz Ghorabaee, Mehdi; Amiri, Maghsoud; Zavadskas, Edmundas Kazimieras; Turskis, Zenonas; Antucheviciene, Jurgita
• Is Part Of: Journal of air transport management. Volume 63(2017)
• Page Start: 45
• Page End: 60
• Publication Date: 2017-08
• Subjects: Airline evaluation -- Service quality -- TOPSIS -- COPRAS -- WASPAS -- EDAS -- MCDM; Airlines -- Management -- Periodicals; Aeronautics, Commercial -- Management -- Periodicals; 387.7068
• DOI: 10.1016/j.jairtraman.2017.05.008
• Languages: English
• ISSNs: 0969-6997

Abstract

Abstract: Evaluation of airlines based on service quality criteria can help to improve the processes of airlines, and also can give guidance to travel agencies to provide better choices for passengers and tourists. In this study, a hybrid simulation-based assignment approach is proposed to deal with multi-criteria decision-making problems with a group of decision-makers. A probability distribution is used to model decision-makers' opinions and constructing a stochastic decision matrix. Then some efficient multi-criteria decision-making methods are utilized for evaluating alternatives in a simulation process. The proposed approach is applied to a problem of evaluation of five airlines with respect to opinions of 58 experts on 28 criteria. The results show the efficiency of the proposed to handle decision-making problems with a large number of experts. Moreover, the evaluation results are more reliable than the other decision-making approaches because of simulating decision-makers' opinions, using multiple methods and evaluating based on aggregative results. Highlights: An MCDM approach is developed for evaluation of airlines with multiple service quality criteria. The proposed approach is based on Monte Carlo simulation. The PERT distribution is used to model experts' opinion. The TOPSIS, WASPAS, COPRAS and EDAS methods are used in the evaluation process. A linear assignment model is used to rank alternatives.