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Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach

Author

Listed:
  • Bakır Mahmut
  • Akan Şahap

    (Anadolu University, Faculty of Aeronautics and Astronautics, Department of Aviation Management, Eskişehir, 26470, Turkey)

  • Durmaz Emrah

    (Iskenderun Technical University, School of Civil Aviation, Department of Aviation Management, Hatay, 31200, Turkey)

Abstract

This study aims to evaluate service quality performance of major LCCs (Low Cost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology. In addition it focuses on managerial business models and includes the international airline service providers that have applied the cost leadership strategy. In the study passenger reviews based on customer-rating systems are adopted as an alternative data source. For this purpose 24,971 passenger reviews, including 7 evaluation criteria, are analyzed. In this integrated methodology the Entropy method is used to weight the service quality criteria and the WASPAS method is used to rank the airlines. A sensitivity analysis is also applied and the robustness and stability of the application are confirmed. Consequently Jet2.com demonstrates the best service performance overall and legroom is the most important evaluation criterion.

Suggested Citation

  • Bakır Mahmut & Akan Şahap & Durmaz Emrah, 2019. "Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach," Economics and Business Review, Sciendo, vol. 5(2), pages 109-130, June.
    • Handle: RePEc:vrs:ecobur:v:5:y:2019:i:2:p:109-130:n:6
    DOI: 10.18559/ebr.2019.2.6
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    References listed on IDEAS

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    More about this item

    Keywords

    airline; service quality measurement; MCDM methods;
    All these keywords.

    JEL classification:

    • C02 - Mathematical and Quantitative Methods - - General - - - Mathematical Economics
    • F1 - International Economics - - Trade
    • L93 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Air Transportation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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