Hang Zhou, PhD Yue Li, MSc Yang Gu, MSc



The aim of this paper is to propose a multi-criteria decision-making approach, combining the ‘analytic hierarchy process’ (AHP) and ‘technique for order preference by similarity to ideal solution’ (Topsis) for the quantitative assessment of airport service quality so as to increase the objectivity and reliability of the results.

The criteria hierarchy with quantitative indicators is established to make up for the deficiencies of previous evaluation criteria. Some of these indicators are improvements to the qualitative indicators that are commonly mentioned, and some have been only rarely taken into account in previous research studies or evaluation activities, but are also very important.

An empirical study for evaluating the service quality of four major international airports in China is presented to illustrate the superiority and rationality of the criteria system and method.

This comprehensive method not only helps to obtain the overall ratings of the airports, as well as the specific weaknesses and advantages in particular service items, but also improves the efficiency and increases the credibility and objectivity of the results. Finally, some interesting conclusions are obtained and some targeted measures are offered to the four airports for improvement of the service level.



airports quality control transport management