Abstract
This paper investigates multi-agent service quality problems in the area of airport management and proposes the use of the multilayer quality function deployment (QFD) model to compromise the requirements of both airline companies (carriers) and passengers to ensure generality and sustainability of quality implementation. In air transportation, customers and service providers engage each other as a result of the complex supplier–customer structure. An airport provides services simultaneously in a nested framework for both airline companies and passengers. On the other hand, airline companies serve the passengers from their own specific perspective. Therefore, airports deal with the satisfaction of airline companies and passengers, while airline companies distinctly deal with the satisfaction of passengers. The satisfaction of passengers in terms of airport services is derived form of the airline company’s distinct position on service quality. The conventional QFD method is limited to compromise the multilayer customer phenomenon and the multilayer QFD model is capable of analysing the requirements of all agents in order to find appropriate solutions.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
