Evaluating airline service quality using a combined fuzzy decision-making approach

This paper aims to evaluate airline service quality in Turkey, using a combined fuzzy decision-making approach, for the first time in the literature. For this purpose, it identifies sixteen airline service quality criteria under five dimensions. The paper then describes the fuzzy DEMATEL method to deal with the interactions among the evaluation criteria. In addition, it proposes a fuzzy ANP method to consider the interdependence and calculate the relative importance of each criterion. Finally, it introduces a fuzzy VIKOR method for evaluating and ranking the service quality performance of airlines in Turkey. The paper also implements a sensitivity analysis to validate the proposed solution methodology's usefulness and practicality by testing different parameters of index values.