Passenger Service Quality Perceptions to Star Alliance Airlines

Abstract

Through performance measurement, airline operators can conduct situation assessments and evaluate the contributions of decisions to performance beforehand. Evaluating performance based on the perceived service quality by airline passengers has become crucial for airlines to understand and improve their services in order to achieve success in competition by meeting passengers' desires and expectations. This study aims to examine the perception of customer service quality among airline operators in the Star Alliance, the largest alliance worldwide based on 2023 data, using multi-criteria decision-making (MCDM) methods known as Entropy and MARCOS, with Tripadvisor data as a basis. Firstly, criteria weights were obtained using the Entropy method, and then airline operators were evaluated and ranked based on service quality using the MARCOS method. The study revealed that the most significant evaluation criterion was the in-flight entertainment systems (Wi-Fi, TV, movies), and Singapore Airlines exhibited the best service quality performance.

Keywords

• Airline operation
• Service quality
• MCDM methods
• Entropy
• MARCOS

References

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