Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey

Deveci, Muhammet; Özcan, Ender; John, Robert; Öner, Sultan Ceren

Abstract

This study investigates the level of service quality of domestic airlines in Turkey travelling between Istanbul and London and compares those airline companies according to a set of predetermined criteria. A practical multi-criteria decision making approach combining hesitant and interval type 2 fuzzy sets is adopted and proposed for assessing the service quality of airline companies. The main finding of this study is that passengers care for service prioritization and personalization for a better flight experience and important differences occur in the service quality among the airline companies. Hence, handling of customer complaints, flight problems and individual attention could provide better insights for improving the service quality.

Citation

Deveci, M., Özcan, E., John, R., & Öner, S. C. (2018). Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey. Journal of Air Transport Management, 69, https://doi.org/10.1016/j.jairtraman.2018.01.008

• Journal Article Type: Article
• Acceptance Date: Jan 31, 2018
• Online Publication Date: Mar 20, 2018
• Publication Date: Jun 1, 2018
• Deposit Date: Feb 2, 2018
• Publicly Available Date: Sep 21, 2019
• Journal: Journal of Air Transport Management
• Print ISSN: 0969-6997
• Electronic ISSN: 0969-6997
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 69
• DOI: https://doi.org/10.1016/j.jairtraman.2018.01.008
• Keywords: Interval type-2 hesitant fuzzy sets, Airlines, Service quality, Multi-criteria decision making; Turkey, England
• Public URL: https://nottingham-repository.worktribe.com/output/961250
• Publisher URL: https://www.sciencedirect.com/science/article/pii/S0969699717303101
• Contract Date: Feb 2, 2018