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Total Quality Management & Business Excellence Volume 22, 2011 - Issue 10: From Value Creation to Customer Satisfaction, Loyalty and Brand Equity
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Original Articles

A gap analysis model for improving airport service quality

Wen-Hsien Tsai Department of Business Administration, National Central University, Jhongli, Taoyuan, 32001, TaiwanCorrespondence[email protected]
,
Wei Hsu Department of Business and Entrepreneurial Management, Kainan University, Luzhu, Taoyuan, 33857, Taiwan
&
Wen-Chin Chou Department of Finance, Yu Da University, Chaochiao, Miaoli, 36143, Taiwan
Pages 1025-1040 | Published online: 20 Sep 2011

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Abbas Mardani, Ahmad Jusoh, Edmundas Kazimieras Zavadskas, Zainab Khalifah & Khalil MD Nor. (2015) Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature. Journal of Business Economics and Management 16:5, pages 1034-1068.
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