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Published Dec 6, 2018
Predrag Miroslav Mimovic http://orcid.org/0000-0003-0323-8033 Kristina Budimčević Aleksandra Marcikić-Horvat

Abstract

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.

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Keywords

multicriteria analysis and decision making, performance evaluation of the airlines, quality of service, customer satisfaction, Analytic Hierarchy Process

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