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

Deveci, Muhammet and Özcan, Ender and John, Robert and 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, 69 . pp. 83-98. ISSN 0969-6997

[img] PDF - Repository staff only until 20 September 2019. - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Available under Licence Creative Commons Attribution Non-commercial No Derivatives.
Download (1MB)

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.

Item Type: Article
Keywords: Interval type-2 hesitant fuzzy sets, Airlines, Service quality, Multi-criteria decision making; Turkey, England
Schools/Departments: University of Nottingham, UK > Faculty of Science > School of Computer Science
Identification Number: 10.1016/j.jairtraman.2018.01.008
Depositing User: Ozcan, Dr Ender
Date Deposited: 02 Feb 2018 09:41
Last Modified: 22 Mar 2018 07:16
URI: http://eprints.nottingham.ac.uk/id/eprint/49481

Actions (Archive Staff Only)

Edit View Edit View