Open AccessMEASURING PERFORMANCE OF MIDDLE EAST AIRLINES – AHP APPROACH
Author(s) -
Predrag Mimović,
Kristina Budim evi,
Aleksandra Marciki -Horvat
Publication year - 2018
Publication title -
international journal of the analytic hierarchy process
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.213
H-Index - 3
ISSN - 1936-6744
DOI - 10.13033/ijahp.v10i3.595
Subject(s) - analytic hierarchy process , order (exchange) , service quality , computer science , service (business) , quality (philosophy) , process (computing) , operations research , customer satisfaction , hierarchy , preference , marketing , business , process management , economics , engineering , microeconomics , market economy , philosophy , finance , epistemology , operating system
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.