航空業一直以來都存在著高要求的服務特性，促使航空公司不斷地朝高品質服務方向努力，更由於旅客消費意識的覺醒，對於服務品質的需求日益倍增，航空公司必須瞭解不同的旅客對於服務品質要求的期望。由於服務品質內容要素甚多，且大部分的要素有交互影響關係的特性，基於此，本研究主以建構出一非加法性(Non-additive)模式，爲評估和改進航空公司的服務品質，利用模糊積分(Fuzzy Integral)結合可處理評估準則之間相互衝突(Trade-off)並產生最佳妥協解的VIKOR(VlseKriterijumska Optimizacija I Kompromisno Resenje)研究方法進行排序。首先，本文藉由文獻搜尋，整理並擬定初始服務品質因素，並以問卷調查方式發放給航空公司旅客，進行實證調查研究；再引用因素分析來取得評估構面；其次，採用模糊積分計算構面內有交互影響之準則整合績效值。然後使用層級分析法(Analytic Hierarchy Process; AHP)，取得獨立構面間之權重值。最後再以VIKOR研究方法進行航空公司優劣排序。本文主要選定六家國際航空公司作爲本研究範圍，期以藉由模糊積分所建立出的測量服務品質的研究結果，能提供給航空公司了解他們目前現有的服務品質狀況外，更能改善航空公司與顧客間期望之間的差距，進而找到方法滿足客戶需求。

The airline industry always focuses on high service quality. This trend has forced airlines to provide superior service than other industries. Also due to the awareness of customers' right, the request for service quality has constantly increased. Airlines should provide suitable services for different customers to fulfill their various needs. Service quality is a composite of various attributes. And there are some degrees of interdependence between those attributes. Therefore, this study proposes a non-additive model for evaluating and improving the service quality of airlines. By combining fuzzy integral and VIKOR (VlseKriterijumska Optimizacija I Kompromisno Resenje) method, a model considering inter-dependent attributes of airline service quality, is proposed in this article. First, in this paper we employ factor analysis to extract some independent common-factors based on considered attributes. Second, we apply the fuzzy integral to integrate the performance ratings of inter-dependent attributes in each common-factor. Third, we use the Analytic Hierarchy Process (AHP), a pair-wise comparative approach to determine the relative weights between each independent common-factor. Finally, the VIKOR method is conducted to find the airline service quality. To reveal the feasibility of this model, an empirical study of international airlines is conducted. The constructed fuzzy integral model is an effective way to measure service quality and to help airlines understand their relative levels of service quality. Additionally, it can improve the gaps between the real performance valve and the desired/aspiration level in each attribute for satisfying the customers' needs.