Nejati, Mehran; Nejati, Mostafa; Shafaei, Azadeh - In: International Journal of Quality & Reliability Management 26 (2009) 3, pp. 247-260
Purpose – This paper seeks to review service quality factors of the airline industry, and to rank these factors in Iranian society. It aims to introduce a fuzzy TOPSIS approach for this purpose. Design/methodology/approach – The research was conducted among graduate students of the...