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An advanced analytical framework for improving customer satisfaction: A case of air passengers

Lin, Z.; Vlachos, I.

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Authors

I. Vlachos



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.

Citation

Lin, Z., & Vlachos, I. (2018). An advanced analytical framework for improving customer satisfaction: A case of air passengers. Transportation Research Part E: Logistics and Transportation Review, 114, 185-195. https://doi.org/10.1016/j.tre.2018.04.003

Journal Article Type Article
Acceptance Date Apr 6, 2018
Online Publication Date May 9, 2018
Publication Date Jun 1, 2018
Deposit Date Apr 6, 2018
Publicly Available Date May 9, 2019
Journal Transportation Research Part E: Logistics and Transportation Review
Print ISSN 1366-5545
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 114
Pages 185-195
DOI https://doi.org/10.1016/j.tre.2018.04.003
Keywords Importance-Performance-Impact Analysis; Importance-Performance Analysis; customer satisfaction; resources allocation; airlines; China
Public URL https://durham-repository.worktribe.com/output/1362829

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