| This paper choose the performance evaluation of airline service as a research object. The mainpurpose is to build an effectively reliable airline service quality evaluation index system andevaluation model based on the consideration of the characteristics of service quality. This paper isgoing to find the gap for individual airline, identify the ways of improving the key factors of servicequality and confirm the prior service items the airlines should ameliorate firstly.First of all, according to the principles of the construction of airline service quality evaluationindex system, the evaluation system including17indicators was built based on literature review andquestionnaire survey. After the adoption of statistical analysis, this paper established airline servicequality evaluation index system with four dimensions:“Reliability”,“Employees’ service”,“Tangibles”,“Assurance”.Second, given the uncertainty of the process to obtain data, passengers’ hesitation and thenon-additive between indicators, this paper constructed a non-additive VIKOR methods with lambdak fuzzy measure in intuitionistic fuzzy settings (IFLkV) by combining triangular intuitionistic fuzzynumbers, fuzzy measure, and VIKOR multi-criteria evaluation method. Besides, this paper illustratedits solving steps and verified its effectiveness through case study.Finally, based on the IFLkV multi-criteria evaluation methods, six airlines’ service quality wasevaluated and found that A1, A5airline service quality was in the first grade. Their service qualitywas better than others; A4airline was in the second grade; the service quality of A2, A3, A6airlinesservice quality was worse than the other three airlines, and was in the third grade. In addition,comparative studies with other multi-criteria evaluation methods were made and had found that theweight determined by different methods as well as the non-additive characteristics between indicatorshave a greater impact on the comprehensive performance scores. |
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