شناسایی و اولویت بندی عوامل تاثیرگذار بر ارزیابی کیفیت خدمات حمل و نقل هوایی با رویکرد دیمتل فازی در فرودگاه امام خمینی

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی کارشناسی ارشد، گروه مدیریت، دانشگاه شمال آمل، آمل، ایران

2 استادیار، گروه مدیریت، دانشگاه شمال آمل، آمل، ایران

چکیده

کیفیت خدمات در صنعت حمل و نقل هوایی به عنوان یکی از صنایع زیر بنایی و ضروری برای دنیای مدرن و پر سرعت امروز، به یکی از عوامل حیاتی برای حفظ مشتری، افزایش درآمد وکسب وکار تبدیل شده است. ازاین رو ارزیابی و بهبود کیفیت خدمات در صنعت حمل و نقل هوایی بسیار حائز اهمیت می باشد. معیارهای ارزیابی کیفیت می تواند برای ارزیابی و نمایش عملکرد اقتصادی ارائه دهنده خدمات، ایجاد ارتباط بین دستاوردهای ارائه دهنده خدمات و مشکلاتی که با آن ها مواجه هستند و بهبود استانداردهای کیفیت خدمات استفاده شوند که در نهایت منجر به مزیت رقابتی، سودآوری و جذب مشتریان وفادار و همچنین توسعه اقصادی کشور می شود. بنابراین این پژوهش با هدف شناسایی واولویت بندی معیارهای تاثیر گذار بر ارزیابی کیفیت خدمات حمل و نقل هوایی با رویکرد دیمتل فازی در فرودگاه امام خمینی اقدام به شناسایی معیار های مهم در این رابطه با استفاده از ادبیات پژوهشی مرتبط و نیز نظرات خبرگان این بخش نموده است.

کلیدواژه‌ها

عنوان مقاله [English]

Identification and Prioritization of Factors Influencing the Assessment of the Quality of Air Transportation Services with the Fuzzy Dematel Approach at Imam Khomeini Airport

نویسندگان [English]

  • Mehrnaz Tejari 1
  • Saeid Emamgholizadeh 2
  • Hamid Reza Razavi 2
1 M.Sc., Student, Department of Management, Shomal University, Amol, Iran.
2 Assistant Professor, Department of Management, Shomal University, Amol, Iran.
چکیده [English]

The quality of service in the aviation industry as one of the essential industries in today's fast-paced, modern world has become one of the key factors in maintaining customer service, increasing business and revenue. Therefore, evaluation and improvement of service quality in the aviation industry is very important. Quality Assessment Criteria can be used to evaluate and display the economic performance of service providers, establishing a relationship between the service provider's achievements and the problems they encounter, and improving service quality standards that ultimately lead to competitive advantage, profitability and loyalty. As well as the country's economic development. Therefore, this study aimed to identify and evaluate the influential criteria for evaluating the quality of air transport services using the fuzzy dimensional approach at Imam Khomeini Airport, attempts to identify important criteria in this regard by using relevant research literature and expert opinions in this field. At the end, suggestions were made for the organization.

کلیدواژه‌ها [English]

  • Quality of Service
  • Transportation
  • Demetel‌
  • Fuzzy

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