With the rapid development of the aviation industry,air travel has become one of the most important modes.Improving the service quality of civil aviation airports is crucial to their competitiveness.This study intends...With the rapid development of the aviation industry,air travel has become one of the most important modes.Improving the service quality of civil aviation airports is crucial to their competitiveness.This study intends to develop a scientific and rational evaluation methodology and framework for assessing service quality in civil aviation airports,thereby providing a theoretical foundation and practical guidance for enhancing service standards in the aviation industry.First,the study constructs a CRITIC-bidirectional grey possibility clustering model,which uses the CRITIC method to determine the weights of indicators and integrates the forward grey possibility clustering model and the inverse grey possibility clustering model to determine possibility functions from two perspectives.Second,a service quality evaluation index system for civil airports is constructed from four dimensions,and the weights of each index within the system are subsequently calculated.Finally,the constructed model is applied to evaluate the service quality of nine domestic civil airports.Based on the clustering results,targeted countermeasures and suggestions are proposed.Empirical results demonstrate that,compared to the traditional grey possibility clustering model,the proposed model balances the objectivity of indicator weighting,the objectivity of possibility function construction,and the simplicity of the computational process,thereby possessing significant theoretical and practical implications.展开更多
Purpose:Based on the understanding of the characteristics of mobile services(m-services)provided by libraries,we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement sca...Purpose:Based on the understanding of the characteristics of mobile services(m-services)provided by libraries,we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement scale for the assessment of libraries' m-service quality.Design/methodology/approach:The research has been conducted sequentially in two stages.At the first stage,a multidimensional and hierarchical model of library m-service quality and a measurement scale are developed through literature review and focus group interviews.At the second stage the model is tested using partial disaggregation technique for an analysis of the data collected from over 400 library users in 3 Chinese universities.Findings:The proposed model is shown to fit the data well.The empirical analysis provides strong support for the model,which includes 4 dimensions(service environment,service interaction,information control and service effect) and 12 corresponding sub-dimensions.Research limitations:The sample size needs to be enlarged and the user types need to be expanded to make the sample more representative.Practical implications:The study provides a conceptual framework and measurement tool that can help library managers understand the users' needs in the context of mobile network environment,and boost their libraries' competitiveness by carrying out better services to meet the user demands.Originality/value:The proposed model and measurement scale specifically designed for the assessment of libraries' m-service quality fully reflect the hierarchical structure of libraries' m-service quality.In addition,by using partial disaggregation technique for model testing,we believe our research can serve as a practical reference to those engaged in the development and examination of a multidimensional and hierarchical model.展开更多
基金support supplied by the National Natural Science Foundation of China(Nos.72571136,72271120)the Ministry of Education of the People’s Republic of China Humanities and Social Science project(No.24YJA630087)。
文摘With the rapid development of the aviation industry,air travel has become one of the most important modes.Improving the service quality of civil aviation airports is crucial to their competitiveness.This study intends to develop a scientific and rational evaluation methodology and framework for assessing service quality in civil aviation airports,thereby providing a theoretical foundation and practical guidance for enhancing service standards in the aviation industry.First,the study constructs a CRITIC-bidirectional grey possibility clustering model,which uses the CRITIC method to determine the weights of indicators and integrates the forward grey possibility clustering model and the inverse grey possibility clustering model to determine possibility functions from two perspectives.Second,a service quality evaluation index system for civil airports is constructed from four dimensions,and the weights of each index within the system are subsequently calculated.Finally,the constructed model is applied to evaluate the service quality of nine domestic civil airports.Based on the clustering results,targeted countermeasures and suggestions are proposed.Empirical results demonstrate that,compared to the traditional grey possibility clustering model,the proposed model balances the objectivity of indicator weighting,the objectivity of possibility function construction,and the simplicity of the computational process,thereby possessing significant theoretical and practical implications.
基金supported by the Social Science Foundation of China(Grant No.:12CTQ005)
文摘Purpose:Based on the understanding of the characteristics of mobile services(m-services)provided by libraries,we attempt to develop a multidimensional and hierarchical model and a specifically designed measurement scale for the assessment of libraries' m-service quality.Design/methodology/approach:The research has been conducted sequentially in two stages.At the first stage,a multidimensional and hierarchical model of library m-service quality and a measurement scale are developed through literature review and focus group interviews.At the second stage the model is tested using partial disaggregation technique for an analysis of the data collected from over 400 library users in 3 Chinese universities.Findings:The proposed model is shown to fit the data well.The empirical analysis provides strong support for the model,which includes 4 dimensions(service environment,service interaction,information control and service effect) and 12 corresponding sub-dimensions.Research limitations:The sample size needs to be enlarged and the user types need to be expanded to make the sample more representative.Practical implications:The study provides a conceptual framework and measurement tool that can help library managers understand the users' needs in the context of mobile network environment,and boost their libraries' competitiveness by carrying out better services to meet the user demands.Originality/value:The proposed model and measurement scale specifically designed for the assessment of libraries' m-service quality fully reflect the hierarchical structure of libraries' m-service quality.In addition,by using partial disaggregation technique for model testing,we believe our research can serve as a practical reference to those engaged in the development and examination of a multidimensional and hierarchical model.
