Economics at your fingertips  

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

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

Journal of Air Transport Management, 2018, vol. 69, issue C, 83-98

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.

Keywords: Interval type-2 hesitant fuzzy sets; Airline service quality; Customer satisfaction; Multi-criteria decision making; Turkey; England (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations Track citations by RSS feed

Downloads: (external link)
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link:

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Dana Niculescu ().

Page updated 2018-06-02
Handle: RePEc:eee:jaitra:v:69:y:2018:i:c:p:83-98