The highly competitive aviation industry necessitates for continuous improvement in service quality of airports. The study has attempted to investigate the service quality of two gateway airports of Thailand, Suvarnabhumi (BKK) and Don Mueang (DMK) and has identified the scope of improvements. The service quality of the airport was investigated using the Fuzzy Multi Criteria Decision Making (MCDM) Method. It also employs Improvement Performance Analysis using a fuzzy expert system which renders the managerial implications pertaining to identification of improvement areas. The findings of the study, exhibit that the service quality of both the airports, BKK and DMK, is satisfactory, however some areas require improvement which was identified and suggested. The study demonstrates and signifies that the Fuzzy MCDM method is promising and pragmatic decision making tool for the airport service quality measurements.
Bibliographical noteNOTICE: this is the author’s version of a work that was accepted for publication in Journal of Air Transport Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Journal of Air Transport Management, 57, (2016) DOI: 10.1016/j.jairtraman.2016.08.014
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