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## trenEvaluating Airline Service Quality Using Fuzzy DEMATEL and ANPEvaluating Airline Service Quality Using Fuzzy DEMATEL and ANP

#### Navid Haghighat [1]

A hybrid fuzzy MADM method is proposed in this paper for evaluating airline service quality. Fuzzy set theory is used since it helps in measuring the ambiguity of concepts associated with human being’s subjective judgment. After reviewing service quality evaluation models especially in the airline industry, SSQAI model was adopted as a construct for evaluating airline service quality in Iran. Fuzzy DEMATEL was applied to determine the degree of influence and impact of criteria on each other and extract cause and effect relations between them that helped in ranking criteria based on the degree of relationship. Then, ANP network map was constructed based on the relation map generated from Fuzzy DEMATEL analysis. Fuzzy ANP approach assisted in prioritizing criteria based on the need for improvement and enabled in a more accurate measurement in decision-making process taking the advantage of using linguistic variables. Fuzzy DEMATEL results demonstrate that expertise, Problem-solving, and conduct has the most influence on other factors and in opposite Valence, Waiting Time, Comfort are the factors which get the most impact from other factors and according to Fuzzy ANP analysis Valence, Convenience, Problem-solving, and Safety&Security are the factors with most priorities that need improvement.

A hybrid fuzzy MADM method is proposed in this paper for evaluating airline service quality. Fuzzy set theory is used since it helps in measuring the ambiguity of concepts associated with human being’s subjective judgment. After reviewing service quality evaluation models especially in the airline industry, SSQAI model was adopted as a construct for evaluating airline service quality in Iran. Fuzzy DEMATEL was applied to determine the degree of influence and impact of criteria on each other and extract cause and effect relations between them that helped in ranking criteria based on the degree of relationship. Then, ANP network map was constructed based on the relation map generated from Fuzzy DEMATEL analysis. Fuzzy ANP approach assisted in prioritizing criteria based on the need for improvement and enabled in a more accurate measurement in decision-making process taking the advantage of using linguistic variables. Fuzzy DEMATEL results demonstrate that expertise, Problem-solving, and conduct has the most influence on other factors and in opposite Valence, Waiting Time, Comfort are the factors which get the most impact from other factors and according to Fuzzy ANP analysis Valence, Convenience, Problem-solving, and Safety&Security are the factors with most priorities that need improvement.

 Bibtex @araştırma makalesi { spmj351296, journal = {Strategic Public Management Journal}, issn = {}, eissn = {2149-9543}, address = {Marmara University, Strategic Public Mangement Journal, Anadoluhisarı Yerleşkesi, 34820, Beykoz, İstanbul, Turkey}, publisher = {Yüksel DEMİRKAYA}, year = {2017}, volume = {3}, pages = {57 - 77}, doi = {10.25069/spmj.351296}, title = {Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP}, key = {cite}, author = {Haghighat, Navid} } APA Haghighat, N . (2017). Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP. Strategic Public Management Journal , 3 (6) , 57-77 . DOI: 10.25069/spmj.351296 MLA Haghighat, N . "Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP". Strategic Public Management Journal 3 (2017 ): 57-77 Chicago Haghighat, N . "Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP". Strategic Public Management Journal 3 (2017 ): 57-77 RIS TY - JOUR T1 - Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP AU - Navid Haghighat Y1 - 2017 PY - 2017 N1 - doi: 10.25069/spmj.351296 DO - 10.25069/spmj.351296 T2 - Strategic Public Management Journal JF - Journal JO - JOR SP - 57 EP - 77 VL - 3 IS - 6 SN - -2149-9543 M3 - doi: 10.25069/spmj.351296 UR - https://doi.org/10.25069/spmj.351296 Y2 - 2017 ER - EndNote %0 Strategic Public Management Journal Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP %A Navid Haghighat %T Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP %D 2017 %J Strategic Public Management Journal %P -2149-9543 %V 3 %N 6 %R doi: 10.25069/spmj.351296 %U 10.25069/spmj.351296 ISNAD Haghighat, Navid . "Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP". Strategic Public Management Journal 3 / 6 (Aralık 2017): 57-77 . https://doi.org/10.25069/spmj.351296 AMA Haghighat N . Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP. SPMJ. 2017; 3(6): 57-77. Vancouver Haghighat N . Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP. Strategic Public Management Journal. 2017; 3(6): 77-57.