Analytical Comparison of Cabin Crew Performance According to Passenger Classes and Flight Range: IDOCRIW and CRADIS Methodologies

The cabin crew in air transport serves as the primary service unit that often interacts with passengers, significantly influencing the opinion of service quality. Assessing cabin crew performance is a multi-faceted decision-making challenge that necessitates consideration of various elements simultaneously, including safety awareness, service efficiency, hospitality, interpersonal contact, and responsiveness to demands. The significance of these parameters may vary based on the flight distance and passenger class. This study assesses the cabin crew service performance of the top 10 airlines recognized by Skytrax (2024) for having the "best cabin crew" using a multi-criteria decision-making approach. Skytrax formulated nine defined criteria and created four unique selection matrices for long-haul and short-haul, as well as economy and business class pairings. Criterion weights were determined objectively using IDOCRIW, which integrates the Entropy and CILOS approaches, while alternatives were ranked according to the CRADIS approach. The study reveals that the foremost factor influencing service quality delivered by cabin crew members in business class on both long-haul and short-haul flights is the prompt and efficient delivery of service. In economy class, the critical characteristics vary with flight distance: timely and effective responses to passenger inquiries are essential on long-haul flights, whereas consistent and standardized treatment among staff is more important on short-haul flights. Qatar Airways distinguished itself in the airline rankings by achieving the highest score in three specific flight categories, sharing the top position in long-haul economy class with ANA. Garuda Indonesia attained the premier rank in short-haul economy class. Malaysia Airlines ranked bottom in all situations. The results suggest that improvements in cabin crew service are not generally applicable; they must be customized according to priorities that vary dependent on flight distance and passenger class.