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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

Authors

Muhammet Deveci muhammetdeveci@gmail.com

Ender Özcan ender.ozcan@nottingham.ac.uk

Robert John robert.john@nottingham.ac.uk

Sultan Ceren Öner csalkin@itu.edu.tr



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.

Journal Article Type Article
Publication Date Jun 1, 2018
Journal Journal of Air Transport Management
Print ISSN 0969-6997
Electronic ISSN 0969-6997
Publisher Elsevier
Peer Reviewed Peer Reviewed
Volume 69
APA6 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, doi:10.1016/j.jairtraman.2018.01.008
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
Publisher URL https://www.sciencedirect.com/science/article/pii/S0969699717303101
Copyright Statement Copyright information regarding this work can be found at the following address: http://creativecommons.org/licenses/by-nc-nd/4.0

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Copyright Statement
Copyright information regarding this work can be found at the following address: http://creativecommons.org/licenses/by-nc-nd/4.0





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