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

PERÇİN S.

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

  • Publication Type: Article / Article
  • Volume: 68
  • Publication Date: 2018
  • Doi Number: 10.1016/j.jairtraman.2017.07.004
  • Journal Name: JOURNAL OF AIR TRANSPORT MANAGEMENT
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.48-60
  • Keywords: 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 Technical University Affiliated: Yes

Abstract

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.