Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/76057
DC FieldValueLanguage
dc.contributor.authorLeon, Stevenen_US
dc.contributor.authorMartín Hernández, Juan Carlosen_US
dc.date.accessioned2020-11-26T12:28:21Z-
dc.date.available2020-11-26T12:28:21Z-
dc.date.issued2020en_US
dc.identifier.issn2210-5395en_US
dc.identifier.otherScopus-
dc.identifier.urihttp://hdl.handle.net/10553/76057-
dc.description.abstractThis study investigates airline passenger satisfaction and service quality in the U.S. market, employing fuzzy logic and fuzzy segmentation methods. Elasticities are then determined to evaluate the sensitivity of satisfaction based on service quality attributes. The survey was developed consistent with functional and technical quality and from existing airline service quality and satisfaction literature. Data were collected online using Amazon Mechanical Turk, resulting in 624 respondents. The results show that both technical and functional quality play a role in determining satisfaction with airlines, though passengers are more satisfied with functional quality than technical quality. Overall, a majority of airline passengers are indifferent; they are neither satisfied nor unsatisfied toward airline service quality. Additionally, this research introduced additional factors in the analysis that have not been previously researched laying the groundwork for future research.en_US
dc.languageengen_US
dc.relation.ispartofResearch in Transportation Business and Managementen_US
dc.sourceResearch in Transportation Business and Management[ISSN 2210-5395], v. 37, 100550en_US
dc.subject531212 Transportes y comunicacionesen_US
dc.subject.otherAirline passenger satisfactionen_US
dc.subject.otherFuzzy logicen_US
dc.subject.otherFuzzy segmentationen_US
dc.subject.otherService qualityen_US
dc.subject.otherTopsisen_US
dc.titleA fuzzy segmentation analysis of airline passengers in the U.S. based on service satisfaction.en_US
dc.typeinfo:eu-repo/semantics/Articleen_US
dc.typeArticleen_US
dc.identifier.doi10.1016/j.rtbm.2020.100550en_US
dc.identifier.scopus85090312655-
dc.contributor.authorscopusid57197707847-
dc.contributor.authorscopusid55727554800-
dc.investigacionCiencias Sociales y Jurídicasen_US
dc.type2Artículoen_US
dc.utils.revisionen_US
dc.date.coverdateEnero 2020en_US
dc.identifier.ulpgcen_US
dc.contributor.buulpgcBU-ECOen_US
dc.description.sjr0,835
dc.description.jcr2,74
dc.description.sjrqQ1
dc.description.jcrqQ3
dc.description.ssciSSCI
item.fulltextSin texto completo-
item.grantfulltextnone-
crisitem.author.deptGIR TIDES: Investigación en Turismo y Transporte-
crisitem.author.deptIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.deptDepartamento de Análisis Económico Aplicado-
crisitem.author.orcid0000-0002-2950-2405-
crisitem.author.parentorgIU de Turismo y Desarrollo Económico Sostenible-
crisitem.author.fullNameMartín Hernández, Juan Carlos-
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