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


PERÇİN S.

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

  • Publication Type: Article / Article
  • Volume: 68
  • Publication Date: 2018
  • Doi Number: 10.1016/j.jairtraman.2017.07.004
  • Title of Journal : JOURNAL OF AIR TRANSPORT MANAGEMENT
  • Page Numbers: pp.48-60

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.