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

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  • 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 pre-determined 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.

Suggested Citation

  • Deveci, Muhammet & Özcan, Ender & John, Robert & Öner, Sultan Ceren, 2018. "Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 83-98.
    • Handle: RePEc:eee:jaitra:v:69:y:2018:i:c:p:83-98
    DOI: 10.1016/j.jairtraman.2018.01.008
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    References listed on IDEAS

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    Cited by:

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    3. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
    4. Weizhang Liang & Bing Dai & Guoyan Zhao & Hao Wu, 2019. "Assessing the Performance of Green Mines via a Hesitant Fuzzy ORESTE–QUALIFLEX Method," Mathematics, MDPI, vol. 7(9), pages 1-19, August.
    5. Kazim Sari & Abdullah Alper Sener, 2022. "Service quality and intention to recommend in low-cost and full-service airlines in Turkey," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 49(3), pages 297-309, September.
    6. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.

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