Multi-criteria decision analysis towards robust service quality measurement

作者：

Highlights：

• A new decision support system called hybrid SW-MARCOS-G is proposed.

• The decision making method is implemented for the airports service quality in Spain.

• The results have been validated by sensitivity analysis.

• Grey values were utilized to facilitate experts’ qualitative judgments.

摘要

•A new decision support system called hybrid SW-MARCOS-G is proposed.•The decision making method is implemented for the airports service quality in Spain.•The results have been validated by sensitivity analysis.•Grey values were utilized to facilitate experts’ qualitative judgments.

论文关键词：Airport service quality,Grey numbers,MARCOS,Multi criteria decision analysis,SWARA

论文评审过程：Received 23 August 2020, Revised 11 December 2020, Accepted 14 December 2020, Available online 12 January 2021, Version of Record 12 January 2021.

论文官网地址：https://doi.org/10.1016/j.eswa.2020.114508