A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP

Name: A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP
Author: Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O.

İsim	A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP
Yazar	Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O.
Basım Tarihi:	2020-07
Basım Yeri	- Elsevier
Konu	Air transportation, Airlines, Digital service quality, Digital transformation, IVIF AHP, SERVQUAL
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	0969-6997
Kayıt Numarası	271ec45b-9c97-4349-a232-351e74f3f6b5
Lokasyon	Professional Flight Program
Tarih	2020-07
Notlar	Galatasaray University
Örnek Metin	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

Kaynağa git Özyeğin Üniversitesi

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Özyeğin Üniversitesi

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A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP

Yazar Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O.

Basım Tarihi 2020-07

Basım Yeri - Elsevier

Konu Air transportation, Airlines, Digital service quality, Digital transformation, IVIF AHP, SERVQUAL

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 0969-6997

Kayıt Numarası 271ec45b-9c97-4349-a232-351e74f3f6b5

Lokasyon Professional Flight Program

Tarih 2020-07

Notlar Galatasaray University

Örnek Metin 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