Evaluation of the Airline Website Quality with the Intuitionistic Fuzzy TOPSIS Method

Year 2022, , 1277 - 1296, 31.12.2022

Eda Çınaroğlu , Fulya Zaralı

https://doi.org/10.56554/jtom.1090290

Abstract

The importance of the concept of e-commerce, which has become an indispensable part of today's society due to the rapid development in information technology, has been confirmed once again during the Covid-19 pandemic period. Within the scope of e-commerce, the value of websites that provide customer interactions has also increased. Fast and effective communication is carried out through websites by airline companies that provide services on an international scale. Since it is the first point of interaction with customers, it is of great importance that these channels are designed effectively and that they have the quality and performance level to meet customer expectations. In this study, a solution proposal containing Intuitionistic Fuzzy TOPSIS (IF TOPSIS) method has been developed to measure the quality performance of airline companies’ websites. The most important criteria for the quality of airline companies' websites has been determined as security and information quality. It has also concluded that the airline company with the highest website quality is “Raynair”.

Keywords

airline website, website quality, MCDM, Intuitionistic Fuzzy TOPSIS Method

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