Evaluating airline service quality using a combined fuzzy decision-making approach

Developments in the airline industry in the last decade have been forcing airlines to evaluate the quality of their service performance with the goal of improving their competitive advantage. It has also become one of the most challenging tasks potentially influencing airlines' long-term success. This challenge calls for a systematic decision-aid tool that can not only handle the vagueness and conflicting nature of service quality evaluation criteria but also integrates the strengths of various multi-criteria decision-making (MCDM) methods in a fuzzy environment. This paper aims to evaluate airline service quality in Turkey, using a combined fuzzy decision-making approach, for the first time in the literature. For this purpose, it identifies sixteen airline service quality criteria under five dimensions. The paper then describes the fuzzy DEMATEL method to deal with the interactions among the evaluation criteria. In addition, it proposes a fuzzy ANP method to consider the interdependence and calculate the relative importance of each criterion. Finally, it introduces a fuzzy VIKOR method for evaluating and ranking the service quality performance of airlines in Turkey. The paper also implements a sensitivity analysis to validate the proposed solution methodology's usefulness and practicality by testing different parameters of index values.

• Record URL:
  • https://doi.org/10.1016/j.jairtraman.2017.07.004
• Record URL:
  • http://www.sciencedirect.com/science/article/pii/S0969699717300339
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
• Supplemental Notes:
  • Abstract reprinted with permission of Elsevier.
• Authors:
  • Perçin, Selçuk
• Publication Date: 2018-5

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Pagination: pp 48-60
• Serial:
  • Journal of Air Transport Management
  • Volume: 68
  • Issue Number: 0
  • Publisher: Elsevier
  • ISSN: 0969-6997
  • Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

• TRT Terms: Airlines; Business practices; Decision making; Fuzzy systems; Quality of service
• Geographic Terms: Turkey
• Subject Areas: Aviation; Operations and Traffic Management;

Filing Info

• Accession Number: 01671154
• Record Type: Publication
• Files: TRIS
• Created Date: May 30 2018 4:34PM