Author
Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O.
Publication Date
2020-07
Publication Place
-
Elsevier
Subject
Air transportation, Airlines, Digital service quality, Digital transformation, IVIF AHP, SERVQUAL
Type
Periodical
Language
English
Digital
Yes
Manuscript
No
Library
Özyeğin University
Library Asset ID
0969-6997
Record ID
271ec45b-9c97-4349-a232-351e74f3f6b5
Library Location
Professional Flight Program
Date
2020-07
Notes
Galatasaray University
Sample Text
Today, airline companies have to provide digital products and services to ensure customer satisfaction. Accordingly, classical service quality models are not sufficient to capture customer expectations, and new digital service quality (DSQ) models should emerge. This study aims to propose a new and genuine DSQ model. The proposed model consists of digital tangibles, reliability, digital interaction, digital trust, and customer-centricity dimensions; and 35 criteria related to them. Importance degrees of criteria are determined with the IVIF AHP method. The validity of the proposed model is verified, employing a real case concerning the Turkish airline industry. The results show that the most significant dimension is digital trust, and the three most important criteria are proactive customer service, cybersecurity, and customer insight.
DOI
10.1016/j.jairtraman.2020.101817
Cilt
86
