A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality

Name: A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality
Author: Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O., Gocer, F.

İsim	A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality
Yazar	Buyukozkan, G., Havle, Celal Alpay, Feyzioglu, O., Gocer, F.
Basım Tarihi:	2020
Basım Yeri	- IOS Press
Konu	Airline service quality, Group decision making, Intuitionistic fuzzy cognitive map, Scenario analysis, SERVQUAL
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	1064-1246
Kayıt Numarası	f23d4abc-09b1-4f1c-87b5-02e2574824d4
Lokasyon	Professional Flight Program
Tarih	2020
Notlar	Galatasaray University
Örnek Metin	Transportation becomes increasingly important for global trade, mobility, and economies. Passengers expect speed and quality from transportation services. As a result, the demand for air transportation is steadily rising. Higher demand for flights brings along new expectations and competition. In particular, airline companies are focused on service quality, knowing that it is a necessity to survive in a competitive market by meeting customer expectations. Hence, it is aimed that to analyze Airline Service Quality (ASQ) in Turkey. A SERVQUAL based model is developed and the criteria of the model is analyzed using group decision making (GDM) based intuitionistic fuzzy cognitive map (IFCM) approach. A real case is conducted in Turkey airline industry. By considering the hesitation, uncertainty and intuition of decision-making processes and the opinions of the decision makers, classical FCM approach is expanded to IF environment. Decision makers who are experts in Turkey airline industry, evaluate the relationship between the criteria. The importance ratings of the criteria are determined. Thanks to dynamic structure of IFCM, scenario analysis is performed to make strategic decisions. Originality of the paper is that it is the first study dealing with GDM based IFCM and SERVQUAL approach for ASQ in Turkey to the best of our knowledge.
DOI	10.3233/JIFS-179454
Cilt	38

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A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality

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

Basım Tarihi 2020

Basım Yeri - IOS Press

Konu Airline service quality, Group decision making, Intuitionistic fuzzy cognitive map, Scenario analysis, SERVQUAL

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 1064-1246

Kayıt Numarası f23d4abc-09b1-4f1c-87b5-02e2574824d4

Lokasyon Professional Flight Program

Tarih 2020

Notlar Galatasaray University

Örnek Metin Transportation becomes increasingly important for global trade, mobility, and economies. Passengers expect speed and quality from transportation services. As a result, the demand for air transportation is steadily rising. Higher demand for flights brings along new expectations and competition. In particular, airline companies are focused on service quality, knowing that it is a necessity to survive in a competitive market by meeting customer expectations. Hence, it is aimed that to analyze Airline Service Quality (ASQ) in Turkey. A SERVQUAL based model is developed and the criteria of the model is analyzed using group decision making (GDM) based intuitionistic fuzzy cognitive map (IFCM) approach. A real case is conducted in Turkey airline industry. By considering the hesitation, uncertainty and intuition of decision-making processes and the opinions of the decision makers, classical FCM approach is expanded to IF environment. Decision makers who are experts in Turkey airline industry, evaluate the relationship between the criteria. The importance ratings of the criteria are determined. Thanks to dynamic structure of IFCM, scenario analysis is performed to make strategic decisions. Originality of the paper is that it is the first study dealing with GDM based IFCM and SERVQUAL approach for ASQ in Turkey to the best of our knowledge.

DOI 10.3233/JIFS-179454

Cilt 38