(

..)

1.

1.

1.

1.

1.

1.
1.

2.

3.
-
-
4
4.

5.

1.

1.

()

()

2538
565
81

2553
1,006
195

14

36

(%)
2563
1,561
397

69

(%)

2538
100
14.4

2563
100
25.4

2538-2563 (%)
4.1
6.5

2.2

4.4

6.7

4
11
19
0.7
1.2
6.2

336
527
717
59.8
45.9
3.1

110
190
282
19.3
18.1
3.8

20
47
77
3.6
5
5.5
6
14.5
3-6
*
* : Tourism 2020 Vision UN World Tourism Organization

1.

1.

1.

1.

1.

1.

1.
2
2.
3.
4
4.
5.
6.

17.38
12 11
12.11
25.33
7 68
7.68
77.42
5.55

70.42
79 98
79.98
58.33
40 75
40.75
34.57
29.40

53.04
67 87
67.87
33.00
33 07
33.07
7.15
23.85

16.28
10 27
10.27
28.46
36 05
36.05
10.54
45.66

6.69
5 59
5.59
6.50
13 47
13.47
2.20
12.30

3.86
2 58
2.58
4.81
7 60
7.60
1.74
8.15

2.75
1 58
1.58
1.90
2 13
2.13
0.95
4.49

1.

1.

1.

1.

1.

1.
Abadi Dwi Saputra,(2010)AnalysisofTrainPassengerResponseson
ProvidedServiceCasestudy:PT.Kereta Api IndonesiaandStatens
Jrnvgar (SJ)AB,Sweden,KarlstadUniversity

PT. Kereta Api

Statens Jrnvgar (SJ) AB

55%
Service Quality Gap

PT.Kereta Api



6 (
)

1.
ChienChangChou,LiJenLui,SueFenHuang,JengMingYih,and
g
g
g
g
Tzeu ChenHan,(2008)AnEvaluationofAirlineServiceQualityUsing
theFuzzyWeightedSERVQUALMethod

SERVQUAL

(Reliability),
(R
(Responsiveness)
i
)
(Empathy)
(E
th )


,

1.
Nguyen,N.D.(1997)AnAssessmentofServiceQualityinAirline
Industry:ACaseStudyofVietnamAirline,MasterofEngineering
Thesis,IndustrialEngineering,AsianInstituteofTechnology
Service
Quality Gap

1.
RayWang,ShuLi,YuanHsuLin,andMingLangTseng(2011)
EvaluationofCustomerPerceptionsonAirlineServiceQualityin
Uncertainty
China Airline EVA Airline

(Questionnaire-Based
(Questionnaire Based Test)

fuzzy linguistic questionnaire

Fuzzy performance value DEMATAL

1.
RayWang,ShuLi,YuanHsuLin,andMingLangTseng(2011)
EvaluationofCustomerPerceptionsonAirlineServiceQualityin
Uncertainty
China Airline EVA Airline

(Questionnaire-Based
(Questionnaire Based Test)

fuzzy linguistic questionnaire

Fuzzy performance value DEMATAL

1.
/

1.
G1

G2

G3

G4

G5

1.
i

Gi = i
Gij = i j
AWij =
i
j
Gi = 0
0.001 Gi 1.000
1.001 Gi 2.000
2.001 Gi 3.000
3.001 Gi 4.000

1.

(Gijk)

Gijk =
K =

Gij 0 4 Gij = 0

Gij = 4

1.

Gijk 1 5
Gijk = 1

Gijk = 5

1.

(Wij)

AWij =
Wij =

AWij 0 1
AWijj = 0
AWij = 1

1.

Wij 1 5
Wij = 1

Wij =5

1.

Taro Yamane

()
()

()

160

180

40

380

70

100

70

70

310

70

50

80

200

200

110

310

300

300

300

300

1,200

1,200

1.
(.) .. 2554
10

(.) .. 2555

1.
..25552559 (Strength) (Weakness)
(Opportunity) (Threat)


11

1.

1.

1.

1.
2.

/
/

3.
4.

5.
6.
7.
8.

9.

/
/
/
/

1.

-
-

1.

1.
2.

3.

4.

/
/

/
/

55.

6.

/
/

7.

8.

9.

/
/

1.

1.
2.

3.
4.

5.
6.
7.
8.

9.

/
/
/
/
/
/
/
/

1.

1.
2
2.

3.
4.


5.

6.
7.
8.

9.

/
/
/
/
/
/
/
/

1.

-
Taxi

-
(Shuttle Bus)

1.

1.
2.

/
/
/

3.
4.

5.
6.
7.
8.

9.

/
/
/
/
/
/

1.

1.
2.

33.

4.

/
/

5.
6.
7.
8.

9.

/
/

1.

1.
2.

3.
4.

/
/

5.
6.
7.
8.

9.

/
/

1.

1.
2.

33.

4.

5.
6.
7.
8.

9.

/
/
/
/

/
/
/

1.

1.
2.

/
/

3.
4.

5.

6.

7.
8.

9.

/
/
/

1.

1.

1.
G1= 0.5



G2= 1.5

G1-
G111= 5
G11:
G11 = 1
AW11 = 0.5
G112 = 3
G1 = 0.5
05
G121= 5
G12:
G12 = 0
AW12 = 0.5

G122 = 5
G2-
G211= 5
G21:
G21 = 1
AW21 = 0.5
G212 = 3
G221= 3
G2 = 1.5
G222 = 3
G22:
G22 = 2
AW22 = 0.5
G223= 1
G224 = 5

1.

G3= 1.19

G4= 1.28

G3-

G311= 4
G312 = 4.25
G31:
G313= 4
G31= 0.95

G314 = 3.88
G315 = 4.13
G321= 2.50
G322 = 3.88
G32:
G323= 3.88
G32 = 1.30
G324 = 44.25
25
G325 = 4.00
G331= 3.63
G332 = 3.13
G33:
G33 = 1.53
G333= 3.38
G334 = 3.75
G341= 4.13
G34:
G34 = 1.00
G342 = 3.88
G4-
G411 = 3.50
3 50
G412 = 4.00
G41:
G41 = 1.28
G413= 3.75
G414 = 3.63

AW31 = 0.26

AW32 = 0.26

G3 = 1.19

AW33 = 0.24

AW34 = 0.24

AW41 = 1.00

G4 = 1.28

1.

1.94
1.75

2.02

2.06

1.87

1.
2.
3.

1.
2.
3
3.

1.
2.
3.

1.
2.
3
3.

1.

2.
3
3.
1.

2
2.
3.

1.
2.
3.

1.
2.
3
3.

G511=3.09
G512=3.10
G513=3.10
G514=3.21
G515=3.20
G516=3.27
G521=3.10
G522=2 97
G522=2.97
G523=3.12
G524=3.07
G525=3.23
G526 =2.94
G527=3.02
G531=3.11
G532=2.95
G533=2.82
G534=2.95
G535=3.22
G536=3.07
G541=3.04
G542=3.04
G543 2 97
G543=2.97
G544=2.78
G545=3.04
G546=3.19

1.

G551=3.05
G552=3.05
G553=3.10
G554=3.06
G555=3.07
G556=2.88
G557=2.90
G557
2.90
G558=3.13
G561=3.06
G562=3.01
G571=3.02
G572=3.02
G573=3.07
G581=3.04
G582=3.05
G583=3.16
G584=3.18
G591=3.29

(G5) 1.94
G51=1 85 AW51=0.11
G51=1.85
AW51=0 11

G55:

G55=1.97 AW55=0.11
o

(AW
AW58
58))

0.12
o
G52=1.94

G52:
AW52=0.11
G56:
G56=1.97 AW56=0.11 G5=1.94
(G59
59)) (G51
51)) (G52
52))
G57:
G57=2.03 AW57=0.11

o (G57)
57)
G53:

G58=1.99 AW58=0.12

G53=1.98 AW53=0.11 G58:

o (G58)
58) G59:

G59=1.71 AW59=0.11
o (G54)
54)
G51:

G54:
G54

G54=1.97

AW54=0.11

 (Strength)
-
Door-to-Door

-
-
-

(Weakness)
-
-
-
-
-
-

(Opportunity)
-

(Threat)
-
-

-
-

-

1.

G511= na

(G5) G551=3.02
2.04
G512=na
G51:
G513=na

AW51=0.10
0 10
G552=2.78
G51 1 95
G51=1.95
AW51

G514=2.95
G553=2.32
o
G515=3.03
G55:
G554=3.00

(
)
)
G55=2.19
AW55=0.11
G516=3.14
G555=2.85

(
AW
AW58
58)
)

0
.
12
G521=3.13
G556=3.06
G522=2
G522=2.89
89
G557 2 97
G557=2.97
o

G523=2.69

G558=2.46
G52:
G524=3.05
AW52=0.11

G52=2.11
(G59
59))
G56:

(GG561=3.09
57)
57)
(GG5=2.04
51
51))

G56=1.98
AW56=0.11
G525=2.91

G526
=2.81

G562=2.94
G571=3.11
G57
G57:

G527=2.78
G572=2.97
G57=1.95 AW57=0.11
o
(G58)
58)

G531=2.80
G573=3.08
o
G532=2.62
(G53
53)) G581=2.05

G533=2.52
G582=2.96
G53:
G53=2.21
AW53=0.12
G58:
G58=2.31 AW58=0.11

G534=2.67
G534
2.67
G583 2 84
G583=2.84
G535=3.08
G584=2.92
o
55)

G536=3.04 (G55)
G59:
G591=3.38
G59=1.62 AW59=0.12
G54:

G541=2.80
G542=3.03
G543=2.99
G54=2.02
G544=2.93
G545=3.06
G546=3.09

AW54=0.11

 (Strength)
- Door-to-Door
-

-
-
300

(Opportunity)
-

(Weakness)
-
-
-
-

(Threat)
-
-

1.
G1= 0.76

..

G2= 0.25

.
.

..

G1-
G11:
G12:

G111= 3
G112 = 3
G121= 5
G122 = 5

G11 = 2

AW11 = 0.38

G1 = 0.76
G12 = 0

AW12 = 0.62
0 62

G2-

G21:

G211= 5
G212 = 4

G21 = 0.5

AW21 = 0.5

G221= 5
G22:

G222 = 5
G223= 5
G224 = 5

G2 = 0.25
G22 = 0

AW22 = 0.5

1.
G3= 1.33

(G3=1.33
33))

G4= 1.4

G3-
G311= 3.5
G312 = 3.8
G31:
G313= 4.00 G31= 1.24
AW31 = 0.24

G314 = 4
G315 = 3.5
G321= 2.9
G322 = 3.5
G32:
G323= 3.9 G32 = 1.52 AW32 = 0.25

G324 = 3.9
G325 = 3.2
G331= 3.8
G33:
G332 = 3.8
G33 = 1.13 AW33 = 0.26

G333= 3.9
G333
39
G334 = 4
G341= 3.6
G34:
G34 = 1.45 AW34 = 0.25
G342 = 3.5
G4-
G411 = 3.6
G412 = 3.3
G41:
G41 = 1.4
AW41 = 1
G413= 3.8
G414 = 3.7

G3 = 1.33
1 33

G4 = 1.4

1.

1.85
1.69
1.
2.
2.
3.

1.
2.

3.

2.26

1.58

1.
2.
2.
3./
/

1.
2.
2.
3.

1.

2.
3.

1.
2./

3.

G511=3.32
G512=3.25
G51:
G513=3 36
G513=3.36

G514=3.44
G515=3.34
G516=3.41
G521=3.29
G522=2.94
G523=3.25
G52:
G524=3.09
G525=3.28
G526 =3.00
3
G527=3.13
G531=3.18
G532=3.04
G533=3.13
G53:
G 4
G534=3.10
G535=3.40
G536=3.26
G541=na
G542=na
G543=na
G54:
G544=na

G545=na
G546=na

1.

G551=3.14
G51=1.65 AW51=0.13
G552=3.14
(G5) G553=3.03
1.85

G554=2.97 G55=2.01 AW55=0.12
G55:
G555=2.95
o

G556=2.90

/
/
/
/
/
G52=1.86
/
G557=2.72

AW52=0.12
G558=3.06
(AWij
AWij)) 0.13
G561=3.15
G56:

G56=1 91 AW56=0.12
G56=1.91
AW56=0 12 G5=1.85
G5=1 85
G562=3.03
o
G571=3.00
G57:

(G59
59)) (G51
51))

(G53
53))G572=2.90 G57=2.02 AW57=0.13

G573=3.05
G53=1.82
AW53=0.13

G581=na
o (G57)
57) G582=3.07

G58:
G58=1.97 AW58=0.13
G583=3.27
o (G55)
55)
G584=3.23
o

(G58
58))

G59:
G591=3.45 G59=1.55 AW59=0.12
G54=na

AW54=na

1.
(Strength)
-
-

-
-

-
-
-

(Weakness)
-
-

Door-to-Door

-
-

(Opportunity)
-
-

-
-

(Threat)
-

- (
)

1.
G1= 0.0

G1-

(G1=0)

G1

G111= 5

G11:
G11 = 0 AW11 = 0.44
G2= 0.13

(G21=
21=0)

G112 = 5
G1 = 00.00
G12: G121= 5
G12 = 0 AW12 = 0.56

G122 = 5
G2-

G21: G211= 5
G21 = 0 AW21 = 0.5
G212 = 5

G221= 5
G2 = 0.13
0 13
G22: G222 = 4
G22 =
AW22 = 0.5

G223= 5
0.25
G224 = 5

1.
G3= 1.41

(G3=1.41
41))

G4= 1.05

G3-
G311= 4.1
G312 = 4.2
G31:
G313= 3.9
G31= 0.94
AW31 = 0.24

G314 = 4
G315 = 4.1
G321= 2.1
G322 = 4
G32:
G323= 3.7
G323
G32 = 1.46
AW32 = 0.25

G324 = 4.2
G325 = 3.7
G331= 3.4
G33: G332 = 2.4
AW33 = 0.25
G33 = 1.98

G333= 2.6
G334 = 3.7
G341= 3.8
G34:
G34 = 1.25
AW34 = 0.26
G342 = 3.7
G4-
G411 = 3.8
G412 = 4.1
G41:
G41 = 1.05
AW41 = 1
G413= 4.1
G414 = 3.8

G3 = 1.41

G4 = 1.05

1.

1.90
1.96
1.
2.

3
3.
1.

2
2.

3.

1.89
1.
2.

3
3.
1.

2
2.

3.

1.86
1.
2.
3.
1.

2
2.

3.

G511=3.15
G512=3.21
G51:
G513=3.24

G514=3.29
G515=3.29
G516=3.36
G521=3.17
G522 3 16
G522=3.16
G523=3.18
G524=3.17
G52:
G525=3.18
G526 =3.07
G527=3.05
G531=3.03
G532=2.89
G533=2.94
G53:
G534=33.04
G534
04
G535=3.17
G536=3.02
G541=na
G542=na
G543=na
G54:
G544=na

G545=na
G546=na

G51 1 74
G51=1.74

1.

AW51 0 12
AW51=0.12

G551=3.11
G552=3.10
G553=3.12
G554=3.11
G555=3.03
G556=2.81
G557=2.80
G558=3.04
G561=2.92
G562=2.94
G571=2.94
G572=2.95
G573=2.96
G581=na
G582=3.03
G583 3 15
G583=3.15
G584=3.18
G591=3.17

G59=1.88

(G5) 1.90
G55:
G55=1.87 AW55=0.12

/
/

/
/
/
G52=1.86
/
/

AW52=0.12
G56=2.07 AW56=0.13 G5=1.90
(AWij
AWij)) 0.13 G56:
G57
G57:

o

G57=1.93

AW57=0.13

(G51
51)) (G52
52)) (G55)
55)

G53=1.92
AW53=0.13 G58:

G58=1.88 AW58=0.13
o (G56
56)) (G57)
57)
G59:

G54=na

AW54=na

AW59=0.12

1.
(Strength)
-
-
-
-

(Weakness)
-

-
- Door-to-Door

-
-

(Opportunity)

(Threat)
- -

-
-

-

1.

G1= 0.88

(G1=0.88
88))

G2= 0.5

(G21=
21=0.5)

G1-
G111= 4
G11:
G11 = 1.5 AW11 = 0.38
G112 = 3
G1 = 0.88
G121= 5
G12:
G12 = 0.5 AW12 = 0.62

G122 = 4
G2-

G211= 5
G21:
G21 = 0.5 AW21 = 0.5

G212 = 4
G221= 4
G2 = 0.5
05
G222 = 4
G22:
G22 = 0.5 AW22 = 0.5

G223= 5
G224 = 5

1.
G3= 1.58

G4= 1.23

G3-
G311= 3.7
G312 = 4
G31:
G313= 3.3 G31= 1.44 AW31 = 0.25

G314 = 3.5
G315 =3.3
G321= 2
G322 = 3.6
G32:
G323= 33.88 G32 = 1.82
1 82 AW32 = 00.24
24

G3
G324 = 3.8
G325 =2.7
G331= 3.2
G33: G332 = 2.8
G33 = 2
AW33 = 0.24
0 24

G333= 2.9
G334 =3.1
G341= 4.3
G34:
G34 = 1.1 AW34 = 0.28
G342 = 3.5
G4-
G411 = 3.7
G412 = 3.8
G41:
G41 =1.23
AW41 = 1
G4
G413= 3.8
G414 = 3.8

= 1.58

= 1.23

1.

2.19
-

2 36
2.36
1.
2.

3./

1
1.

2./

3
3.

1 81
1.81
1.
2.
3.

11./

/

2./

3.

G511=2.98
G512=2.94
G513=2.98
G51:

G514=3.08
G515=3.02
G516=3.08
G521=2.93
G522=2.78
G522
2.78
G523=2.86
G524=2.83
G52:
G525=2.88
G526 =2.73
G527=2.76
G531=2.81
G532=2.67
G533=2.60
G53:
G534=2.76
G535=2.81
G536=2.72
G541=na
G542=na
G54
G54:

G543 na
G543=na

G544=na
G545=na
G546=na

1.

G551=2.92
(G5)
2.19
G552=2.90
G51=1
G51=1.99
99
AW51=0
AW51=0.12
12

G553=2.88
o G55:

G554=2.89

/
/
G55=2.25/
AW55=0.12
G555=2.83
/
/ G556=2.72

G557=2.25
G557
2.25
(AWij
AWij)) 0.13
G558=2.65
G561=2.77

AW52=0.12
o G52=2.18

G56:

G56=2.27
AW56=0.12
G5=2.19

G562=2.69
(G51
51)) (GG57:59
59)
)
(GG571=2.88
52)
52)

G57=2.18
G572=2.78
AW57=0.13

G573=2.81
G581=na
o (G58)
58)
G582=2.69
G53=2.27
AW53=0.13
G58:
G58=2.3
AW58=0.13
G583=2.74
o

(G53
53))

G584=2.68

G59:
G591=2.91
G59=2.09
AW59=0.13
o

(G56)
56)

G54=na

AW54=na

1.
(Strength)
-

-
-

(Weakness)
-
-
-
-

(Opportunity)
-

(Threat)

-
-
-

1.

4.1 //
9 117
4.2 //
6 50.9
4.3 //
2 25
4.4 //
1 3

1.
//

(
)

1)
1)
2557-2561
10.0

2)
2)

(Transit Management Center)

1)
2557-2558
50.0

(Transit Management
Center)

1.
//

(
)
3)

1)

2557 2558
2557-2558
10 0
10.0

1)
2557
2.5
/

( 2.0)
(
2 0) (

0.5)

1)
2557-2558
2.0
/

( 1.5)

( 0.5)

1)
2557-2558
20.0
/

1.
//
4)
1)

(
)

2557-2561

10.0

/
/
/

50
5.0

7.5

5)
1)

2557-2561
2557
2561

6)

1)
(Speed Management)

2557-2561

1.
//

)
1)

1.1)
2557
4.2

( 2.0)

(( 1.0))
( 1.0)
( 0.2)
1.2)
2557-2558
15.0

1.3)
2557-2558
7.2

( 5.0)

( 1.0)
( 1.0)
( 0.2)
1.4)
2557-2558
9.5

( 5.0)
(
5 0)

( 2.0)
( 2.0)
( 0.5)

1.
//

2)
2.1)

2557-2561

( ))
(
10.0

3)

3.1)
2557-2561
5.0

1.
//

()

1)
1))

2557-2561
55 56

10.0
0.0

2557-2561

15.0

1)
1)

1.
//

1)
1)
Shuttle-Bus
Shuttle Bus
2557 2561
2557-2561

(

)

()

33.00 ()
()

( 2.0
)
( 1.0
)

1.