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

PERÇİN S.

JOURNAL OF AIR TRANSPORT MANAGEMENT, cilt.68, ss.48-60, 2018 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 68
  • Basım Tarihi: 2018
  • Doi Numarası: 10.1016/j.jairtraman.2017.07.004
  • Dergi Adı: JOURNAL OF AIR TRANSPORT MANAGEMENT
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.48-60
  • Anahtar Kelimeler: Airline service quality, Fuzzy DEMATEL, Fuzzy ANP, Fuzzy VIKOR, Multi-criteria decision-making (MCDM), NETWORK PROCESS ANP, HYBRID APPROACH, MCDM MODEL, VIKOR METHOD, INTEGRATED DEMATEL, PROJECT SELECTION, HOSPITAL-SERVICE, PERCEPTIONS, RETRACTION, AIRPORTS
  • Karadeniz Teknik Üniversitesi Adresli: Evet

Özet

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.