-سکاران، اوما. (ترجمه: صائبی، م. و شیرازی، م.)، (1380)، "روشهای تحقیق در مدیریت"، چاپ پنجم، موسسه عالی آموزش و پژوهش مدیریت و برنامهریزی، تهران.
-عطایی، م.، (1389)، "تصمیمگیری چند معیاره فازی، انتشارات دانشگاه صنعتی شاهرود"، شاهرود، چاپ اول.
-Armstrong, G., Kotler, P., (2009), Marketing, an introduction, 9th edition, New Jersey, Prentice Hall.
-Asubonteng, P., McCleary,K. J., and Swan, J.E., (1996), SERVQUAL revisited: A critical review of service quality, Journal of Services Marketing, Vol. 6, No. 10, pp.62-81.
-Awasthi, A. Chauhan, S.S., Omrani, H., Panahi, A., (2011), "A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality", Computers & Industrial Engineering, 61, pp.637–646.
-Aydin, N., Celik, E., Gumus, A.T., (2015),
“A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul”, Transportation Research Part A., 77, pp.1–81.
-Bezerra, G.C.L., Gomes, C.F., (2015), “The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport, Air Transp. Manag, pp. 44-45.
http://dx.doi.org/10.1016/Jj.jairtraman.2015.03.001.
-Bezerra, G.C.L., Gomes, C.F., (2016(, “Measuring airport service quality: a multidimensional Approach”, J. Air Transp. Manag., 53, pp.85-93.
-Brida, J. G., Izquierdo, L. M., Aguirre, S. Z., (2016), “Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas”, Tourism Management Perspectives. 20,
pp. 209-216.
-Carman, J.M., (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions”, Journal of Retailing, Vol. 66, No.1, pp. 33-55.
-Cebi, S., (2013), “A quality evaluation model for the design quality of online shopping websites. Electron, Commer. Res. Appl. 12 (2), pp.124-135.
-Celik, E., Aydin, N., Gumus, A. T., (2014), “A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey, Transport Policy”, 36, pp.283-293.
-Celik, E., Bilisik, O.N., Erdogan, M., Gumus, A.T., Baracli, H., (2013), “An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul. Transport, Res. Part E: Logist, Transport, Rev. 58, pp.28–51.
-Chou, C.C., Liu, L.J., Huang, S.F., Yih, J.M., Han, T.C., (2011), “An evaluation of airline service quality using the fuzzy weighted SERVQUAL method”, Appl. Soft Comput. 11 (2), pp.2117–2128.
-Dalalah, D., M. Hayajneh, F. Batieha, (2011), “A fuzzy multi-criteria decision making model for supplier selection”, Expert Systems with Applications, 38, pp.8384-8391.
-De Barros, A.G., Somasundaraswaran, A.K., Wirasinghe, S.C., (2007), “Evaluation of level of service for transfer passengers at airports”, J. Air Transp. Manag. 13, pp.293-298.
-De Ona, J., De Ona, R., Calvo, F.J., (2012), “A classification tree approach to identify key factors of transit service quality”, Expert Syst. Appl. 39, pp.11164-11171.
-De Ona, R., Eboli, L., Mazzulla, G., (2014), "Key Factors affecting rail service Quality in the Northern Italy: a decision tree", Transport, 29(1), pp.75–83.
-Del Castilloa, J. M & Benitezb, F. G., (2013), “Determining a public transport satisfaction index from user surveys”, Transport metrica A, Vol. 9, No. 8, pp.713–741.
-DeOña, J., DeOña, R., LauraEboli, L., Mazzulla, G., (2013), “Perceived service quality in bus transit service: A structural equation approach, Transport Policy”, 29, pp.219–226
-Donnelly, M., Neil, J., Rimmer, R. and Shiu, M., (2006), “Assessing the Quality of Police Service Using SERVQUAL”, Icon-Int. J. Policing, 29(1), pp.92-105.
-Eboli, L., Mazzulla, G., (2007), “Service quality attributes affecting customer satisfaction for bus transit. J. Public Transp. 10, pp.21-34.
-Gowan, M., Seymour, J., Ibarreche, S., Lackey, C., (2001), “Service quality in a public agency: same expectations but different perceptions by employees, managers, and customers. J. Qual. Manag., 6 (2), pp. 275-291.
-Gupta, H., (2017), “Evaluating service quality of airline industry using hybrid best worst method and VIKOR”, Journal of Air Transport Management, pp.1-13.
-Hamidi, N., Golsefid Alavi, M., Soleimani-Nezhad, N., & Hajimirza, M., (2012), “Determining the Priority of Scenarios Relating to Improving Life Quality of Iran Retirees, Journal of Basic and Applied Scientific Research”, Vol. 2, No. 9,
pp.9132-9138.
-Hussain, R., Al Nasser, A., Hussain, Y.K., (2015), “Service quality and customer satisfaction of a UAE-based airline: an empirical investigation”, J. Air Transp. Manag.42,
pp.167-175.
-Ishtiaq, I. M., (2012), “Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan”, Serbian Journal of Management, 7(1), pp.25-36.
-Jassbi, J., Mohamadnejad, F., Nasrollahzadeh, H., A., (2011), “Fuzzy DEMATEL framework for modeling cause and effect relationships of strategy map”, Expert Systems with Applications, 38, pp.5967–5973.
-Jeeradist, T., Thawesaengskulthai, N., Sangsuwan, T., (2016), “Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety, Journal of Air Transport Management, 53, pp.131-139.
-Jiang, H., Zhang, Y., (2016), “An investigation of service quality, customer satisfaction and loyalty in China's airline market”, Journal of Air Transport Management, 57, pp.80-88.
-Jiang, J.J., Klein, G., Parolia, N. and Li, Y., (2012), “An analysis of three SERVQUAL variations in measuring information system service quality”, Electronic Journal Information Systems Evaluation, 15(2), pp.149-162.
-Kahraman, C., (2008), “Fuzzy Multi-criteria Decision Making: Theory and Applications with Recent Developments, Vol. 16. Springer, Istanbul, pp.1-2.
-Karatepe, O.M., Yavas, U., Babakus, E., (2005), “Measuring service quality of banks: scale development and validation”, J. Retail. Consum. Serv. 12 (5), pp.373-383.
-Kuo, M.-S., (2011), “A novel interval-valued fuzzy MCDM method for improving airlines”, service quality in Chinese cross-strait airlines. Transp. Res. Part E 47 (6), pp.1177-1193.
-Kuo, M.-S., Liang, G.-S., (2011), "Combining VIKOR with GRA techniques to evaluate service quality of airports under fuzzy environment", Exp. Syst. Appl. 38 (3), pp.1304-1312.
-Lau, T., Wang, H.C. and Chuang, C.C., (2011), “A definition of service as base for developing service science, paper presented at the service sciences (IJCSS)”, International Joint Conference on.
-Li, W., Yu, S., Pei, H., Zhao, Ch., Tian, B., (2017), “A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality”, Journal of Air Transport Management, 60, pp.49-64.
-Lim, Sh., Tkaczynski, A., (2017), “Origin and money matter: The airline service quality expectations of international students’, Journal of Hospitality and Tourism Management, 31. pp.244-252.
-Lin, C.-L., and Wu, W.-W., (2004), “A fuzzy extension of the DEMATEL method for group decision making”, European Journal of Operational Research, 156, pp.445–455.
-Lin, R-J., (2011), “Using fuzzy DEMATEL to evaluate the green supply chain management practices”, Journal of Cleaner Production, In Press, Corrected Proof, Available online,
pp.1-8.
-Liou, J.J., Tsai, C.Y., Lin, R.H., Tzeng, G.H., (2011), “A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality”, J. Air Transp. Manage, 17 (2), pp.57–61.
-Liou, J.J.H., Yen, L., Tzeng, G.H., (2007), “Building an effective safety management system for airlines”, Journal of Air Transport Management, Vol. 14, pp. 20-26.
-Noor, H.M., Nasrudin, N., Foo, J., (2014), “Determinants of Customer Satisfaction of Service Quality: City bus service in Kota Kinabalu, Malaysia, AMER International Conference on Quality of Life”, Procedia Social and Behavioral Sciences, 153, pp.595–605.
-Oum, T.H., Yu, C., Fu, X., (2003), “A comparative analysis of productivity performance of the world's major airport: summary report of the ATRS global airport benchmarking research report 2002”, J. Air Transp. Manag, pp. 285-297.
-Pacheco, R.R., Fernandes, E., (2003), “Managerial efficiency of Brazilian airport”, Transp. Res. Part a Policy Pract. 37 (8),
pp.667-680.
-Pandey, M., M., (2016), “Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method”, Journal of Air Transport Management. 57, pp.241-249.
-Pantouvakis, A., (2013(, “The moderating role of nationality on the satisfaction loyalty link: evidence from the tourism industry, Total Qual. Manag Bus Excell”, 24 (9-10), pp.1174-1187.
-Pantouvakis, A., Renzi, M. F., (2016), “Exploring different nationality perceptions of airport service quality”, Journal of Air Transport Management, 52, pp.90-98.
-Parasuraman, A., Zeithaml, V.A., and Leonard L. Berry, L.L., (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64(1), pp.12-40.
-Perçin, S., (2017), “Evaluating airline service quality using a combined fuzzy decision-making approach, Journal of Air Transport Management, pp.1-13.
-Pérez, J.C., Carrillo, M.H., Montoya-Torres, J.R., (2014), “Multi-criteria approaches for urban passenger transport systems: a literature review. Ann. Oper., Res., pp.1-19.
-Redman, L., Friman, M., Gärling, T., & Hartig, T., (2013), “Quality attributes of public transport that attract car users: A research review. Transport Policy, Vol. 25, pp. 119-127.
-Segoro, W., (2013), “The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty”, Procedia – Social and Behavioral Sciences; 81, pp.306-310.
-Sussman, J., (2000), “Introduction to transportation systems, Boston, Artech House, Technology & Engineering”, pp.1-470.
-Taskin, H., Kahraman, Ü.A., Kubat, C., (2015), “Evaluation of the hospital service in Turkey using fuzzy decision making approach”, J. Intell. Manuf., pp. 1-12.
-Vazquez, R., Del Bosque, I.A.R., Diaz, A.M., Ruiz, A.V., (2001), “Service quality in supermarket retailing: identifying critical service experiences”, J. Retail. Consum. Serv., 8 (1), pp.1-14.
-Wilkins, H., Merrilees, B., Herington, C., (2007), “Towards an understanding of total service quality in hotels. Hosp. Manag, 26 (4), pp.840-853.
-Wilson, A., Zeithaml, V.A., Bitner, M.J., Gremler, D.D., (2012), “Services Marketing: Integrating Customer Focus across the Firm, second ed, McGraw-Hill, Berkshire.
-Wu, H.-C., Cheng, C. C., (2013), "A hierarchical model of service quality in the airline industry, J. Hosp. Tour. Manag, 20,
pp.13-22.
-Wu, H. C., Cheng, C. C., (2013),
“A hierarchical model of service quality in the airline industry, J. Hosp. Tour. Manag, 20,
pp.13-22.
-Wu. K.J., Tseng, M-L., Truong, V.Y., (2011), “Evaluation the drivers of green supply chain management practices in uncertainty”, Procedia, Social and Behavioral Sciences”, Vol. 25, pp.384-397.
-Wu, W.W. (2008), “Choosing knowledge management strategies by using a combined ANP and DEMATEL approach”, Expert Systems with Applications, 35, pp.828-835.
-Yuen, E.F.T., and Chan, S.S.L., (2010), “The effect of retail service quality and product quality on customer loyalty”, Database Marketing & Customer Strategy Management, 17, 3/4, pp.222–240.