Abstract
The aim of this study is to determine service quality factors of Turkish domestic airlines as well as ranking and benchmarking firms according to these factors using a fuzzy multicriteria decision making (MCDM) model. Exploratory factor analysis and fuzzy integral were used for extracting some independent common-factors and integrating the performance ratings of independent attributes in each common-factor, respectively. This paper is innovative in the sense that it helps airlines to identify key service quality factors, rank or benchmark firms in the industry through a fuzzy MCDM point of view, and provide an individual road map for improvement to each firm in a developing country, Turkey. This study is original in the sense that it helps firms compare their service quality criteria with competitors, identify performance insufficiencies by criteria, and choose the target competitors for improving the insufficiencies by identified and prioritized criteria through benchmarking.
References
- “Airline Industry in Turkey” [Online] Available: http://www.byegm.gov.tr/yayinlarimiz/NEWSPOT/1998/Sep/N7.htm, [accessed August 10, 2011].
- An M. and Noh Y. (2009), “Airline Customer Satisfaction And Loyalty: Impact Of InFlight Service Quality”, Service Business, 3(3), 293–307
- Annual Report of the Council (2010), International Civil Aviation Organization http://legacy.icao.int/icaonet/dcs/9952/9952_en.pdf, [accessed 18 September 2011]
- Atalık, Ö. and Arslan, M. (2009),“Wisdom of Domestic Customers: An Empirical Analysis of the Turkish Private Airline Sector”, International Journal of Business and Management, 4(7), 61-67
- Chang, Y. H. and Yeh, C. H. (2002), “A Survey Analysis of Service Quality For Domestic Airlines”, European Journal of Operational Research, 139(1), 166–177.
- Chau, V.S. and Kao, Y.Y. (2009), “Bridge Over Troubled Water Or Long And Winding Road? Gap-5 In Airline Service Quality Performance Measures”, Managing Service Quality, 19 (1), 106-134
- Chen, C. T. (2000),“Extensions Of The TOPSIS For Group Decision-Making Under Fuzzy Environment”, Fuzzy Sets and Systems, 114(1), 1-9.
- Chen, C. T. (2001), “A Fuzzy Approach To Select The Location Of The Distribution Center”, Fuzzy Sets and Systems, Vol. 118, No. 1, 65-73.
- Chen, F. Y. and Chang, Y. H. (2005), “Examining Airline Service Quality From A Process Perspective”, Journal of Air Transport Management, 11(2), 79–87.
- Chen, Y.-H., Tseng, M.-L. and Lin, R.-J. (2011), “Evaluating The Customer Perceptions On In-Flight Service Quality”, African Journal of Business Management, 5(7), 2854-2864
- Chou C. C., Liu L. J., Huang S. F., Yih J.-M., Han T.-C. (2011) “An Evaluation Of Airline Service Quality Using The Fuzzy Weighted SERVQUAL Method” Applied Soft Computing, 11, 2117–2128.
Abstract
Bu çalışmanın amacı ülkemizdeki havayollarının iç hatlardaki yolcu taşıma faaliyetine ilişkin hizmet kalitesi faktörlerini belirlemek ve bu faktörleri bulanık mantık tabanlı çok kriterli bir karar verme tekniği kullanarak havayolu firmalarını sıralamak ve kıyaslamaktır. Çalışmada öncelikle hizmet kalitesinin faktörlerini belirlemek için faktör analizi yapılmış ve havayolu firmalarının hizmet kalitesi performanslarını değerlendirmek üzere yolcu görüşleri bulanık dilsel değişkenler yardımıyla analiz edilmiştir. Bu çalışmanın havayolu taşımacılığındaki hizmet kalitesi konusunda gelişmekte olan ülkelerdeki durumu yansıtması, ülkemiz örneğinde havayolu firmalarının üzerinde durmaları gereken hizmet kalitesi faktörlerini açıklaması, bulanık mantık tabanlı çok kriterli karar verme tekniği ile havayolu firmalarını kendi içlerinde bir sıralama ve kıyaslama yapması, her bir firma için bireysel bir yol haritası sunması yönünden yenilikçi olduğu düşünülmektedir. Bu çalışmanın özgünlüğü, bulanık mantık tabanlı çok kriterli karar verme yöntemi ile firmaların rakip firmalara göre hizmet kalitesi kriterlerini kıyaslaması, performanslarının yetersiz kaldığı kriterleri belirlemesi, iyileştirme yapılacak kriterler için önceliklendirme yapması ve eksik olunan kriterlerde örnek almaları gereken firmaları işaret eden bir yol haritası sunmasıdır.
References
- “Airline Industry in Turkey” [Online] Available: http://www.byegm.gov.tr/yayinlarimiz/NEWSPOT/1998/Sep/N7.htm, [accessed August 10, 2011].
- An M. and Noh Y. (2009), “Airline Customer Satisfaction And Loyalty: Impact Of InFlight Service Quality”, Service Business, 3(3), 293–307
- Annual Report of the Council (2010), International Civil Aviation Organization http://legacy.icao.int/icaonet/dcs/9952/9952_en.pdf, [accessed 18 September 2011]
- Atalık, Ö. and Arslan, M. (2009),“Wisdom of Domestic Customers: An Empirical Analysis of the Turkish Private Airline Sector”, International Journal of Business and Management, 4(7), 61-67
- Chang, Y. H. and Yeh, C. H. (2002), “A Survey Analysis of Service Quality For Domestic Airlines”, European Journal of Operational Research, 139(1), 166–177.
- Chau, V.S. and Kao, Y.Y. (2009), “Bridge Over Troubled Water Or Long And Winding Road? Gap-5 In Airline Service Quality Performance Measures”, Managing Service Quality, 19 (1), 106-134
- Chen, C. T. (2000),“Extensions Of The TOPSIS For Group Decision-Making Under Fuzzy Environment”, Fuzzy Sets and Systems, 114(1), 1-9.
- Chen, C. T. (2001), “A Fuzzy Approach To Select The Location Of The Distribution Center”, Fuzzy Sets and Systems, Vol. 118, No. 1, 65-73.
- Chen, F. Y. and Chang, Y. H. (2005), “Examining Airline Service Quality From A Process Perspective”, Journal of Air Transport Management, 11(2), 79–87.
- Chen, Y.-H., Tseng, M.-L. and Lin, R.-J. (2011), “Evaluating The Customer Perceptions On In-Flight Service Quality”, African Journal of Business Management, 5(7), 2854-2864
- Chou C. C., Liu L. J., Huang S. F., Yih J.-M., Han T.-C. (2011) “An Evaluation Of Airline Service Quality Using The Fuzzy Weighted SERVQUAL Method” Applied Soft Computing, 11, 2117–2128.
Details
| Primary Language | English |
|---|---|
| Journal Section | Articles |
| Authors | |
| Publication Date | March 1, 2013 |
| Submission Date | November 2, 2014 |
| Published in Issue | Year 2013 Volume: 8 Issue: 1 |