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

Bakır Mahmut (), Akan Şahap and Durmaz Emrah
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Bakır Mahmut: Anadolu University, Faculty of Aeronautics and Astronautics, Department of Aviation Management, Eskişehir, 26470, Turkey
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

Economics and Business Review, 2019, vol. 5, issue 2, 109-130

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.

Keywords: airline; service quality measurement; MCDM methods (search for similar items in EconPapers)
JEL-codes: C02 F1 L93 M31 (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/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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