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

Lin, Z.; Vlachos, I.

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