An advanced analytical framework for improving customer satisfaction: A case of air passengers. (June 2018)

• Record Type: Journal Article
• Authors: Lin, Zhibin; Vlachos, Ilias
• Is Part Of: Transportation research. Volume 114(2018)
• Page Start: 185
• Page End: 195
• Publication Date: 2018-06
• Subjects: Importance-performance-impact analysis -- Importance-performance analysis -- Customer satisfaction -- Resources allocation -- Airlines -- China; Logistics -- Periodicals; Transportation -- Periodicals; 388.011
• DOI: 10.1016/j.tre.2018.04.003
• Languages: English
• ISSNs: 1366-5545

Abstract

Highlights: We introduce Importance-Performance-Impact Analysis (IPIA) to assess customer satisfaction impact on airline resources. We use advanced analytical methods to overcome shortcomings in previous methods. IPIA is demonstrated in China's domestic airline industry. Abstract: Having an appropriate and advanced analytical framework is essential for transport service managers to optimize resource allocation to improve customer satisfaction. This study proposes a novel analytical framework, the " Importance-Performance-Impact Analysis " (IPIA), which aims to overcome several conceptual and methodological shortcomings associated with Importance–Performance Analysis (IPA). The IPIA framework integrates advanced analytical techniques, such as Back Propagation Neural Network and Decision-Making Trial and Evaluation Laboratory (DEMATEL/ANP). We illustrate IPIA in one of the 'Big Four' airlines in China. IPIA Table and IPIA Matrix help transportation managers to allocate resources better than IPA to improve customer satisfaction.