An approach for prioritizing key factors affecting air travel experience based on grey theory and DEMATEL

Abstract

The passenger's comfortable air travel experience is receiving more and more attention recently. An analysis of factors affecting the passengers' comfortable air travel experience was conducted based on literature review. This paper explored how these factors to influence passenger's experience, and then brought forward an imperative issue on how to identify the key factors affecting the passengers' comfortable air travel experience. To address this concern involving the vagueness of human judgments, an effective method that combines grey theory and decision-making trial and evaluation laboratory (DEMATEL) was used. A cause-effect relationship diagram and a strategy map showed the causal relationships among factors. Finally, the key factors were figured out. Insights into results from managerial perspective are presented. The future research directions are also introduced in the final section.