African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4094

Full Length Research Paper

Evaluating the customer perceptions on in-flight service quality

Yuan-Ho Chen, Ming-Lang Tseng* and Ru-Jen Lin
School of Business and Management, Lung-Hwa University of Science and Technology No. 300, Sec.1, Wanshou Road., Guishan, Taoyuan County 33306, Taiwan.
Email: [email protected]

  •  Accepted: 24 November 2010
  •  Published: 04 April 2011



In the competitive aviation market as a result of the emergence of charter airlines have had to reconsider their in-flight services approach to service provision. Specifically, the in-flight comfort offered based on the service quality perception. However, in-flight service quality is always vague and hard to express in exact number. Therefore, this study applies fuzzy-grey method based to deal with the vagueness and uncertainty. The objective of this study aims to deal with domestic airline in-flight service quality with uncertainty. The study is a key strategic direction of domestic airlines in Taiwan. In general, these considering criteria are self-structured. The results are as follows, (i) the weights of criteria and alternatives are described in linguistic preferences; (ii) using a grey possibility degree to result the ranking order for all alternatives; (iii) an empirical example of in-flight service quality ranking problem in customer perspective.


Key words: Grey theory, triangular fuzzy numbers, in-flight service quality, linguistic preferences.