Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey
This study investigates the level of service quality of domestic airlines in Turkey travelling between Istanbul and London and compares those airline companies according to a set of predetermined criteria. A practical multi-criteria decision making approach combining hesitant and interval type 2 fuz...
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| Format: | Article |
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Elsevier
2018
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| Online Access: | https://eprints.nottingham.ac.uk/49481/ |
| _version_ | 1848798007187734528 |
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| author | Deveci, Muhammet Özcan, Ender John, Robert Öner, Sultan Ceren |
| author_facet | Deveci, Muhammet Özcan, Ender John, Robert Öner, Sultan Ceren |
| author_sort | Deveci, Muhammet |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | This study investigates the level of service quality of domestic airlines in Turkey travelling between Istanbul and London and compares those airline companies according to a set of predetermined criteria. A practical multi-criteria decision making approach combining hesitant and interval type 2 fuzzy sets is adopted and proposed for assessing the service quality of airline companies. The main finding of this study is that passengers care for service prioritization and personalization for a better flight experience and important differences occur in the service quality among the airline companies. Hence, handling of customer complaints, flight problems and individual attention could provide better insights for improving the service quality. |
| first_indexed | 2025-11-14T20:12:55Z |
| format | Article |
| id | nottingham-49481 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T20:12:55Z |
| publishDate | 2018 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-494812020-05-04T19:50:52Z https://eprints.nottingham.ac.uk/49481/ Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey Deveci, Muhammet Özcan, Ender John, Robert Öner, Sultan Ceren This study investigates the level of service quality of domestic airlines in Turkey travelling between Istanbul and London and compares those airline companies according to a set of predetermined criteria. A practical multi-criteria decision making approach combining hesitant and interval type 2 fuzzy sets is adopted and proposed for assessing the service quality of airline companies. The main finding of this study is that passengers care for service prioritization and personalization for a better flight experience and important differences occur in the service quality among the airline companies. Hence, handling of customer complaints, flight problems and individual attention could provide better insights for improving the service quality. Elsevier 2018-06 Article PeerReviewed Deveci, Muhammet, Özcan, Ender, John, Robert and Öner, Sultan Ceren (2018) Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey. Journal of Air Transport Management, 69 . pp. 83-98. ISSN 0969-6997 Interval type-2 hesitant fuzzy sets Airlines Service quality Multi-criteria decision making; Turkey England https://www.sciencedirect.com/science/article/pii/S0969699717303101 doi:10.1016/j.jairtraman.2018.01.008 doi:10.1016/j.jairtraman.2018.01.008 |
| spellingShingle | Interval type-2 hesitant fuzzy sets Airlines Service quality Multi-criteria decision making; Turkey England Deveci, Muhammet Özcan, Ender John, Robert Öner, Sultan Ceren Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title | Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title_full | Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title_fullStr | Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title_full_unstemmed | Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title_short | Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey |
| title_sort | interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in turkey |
| topic | Interval type-2 hesitant fuzzy sets Airlines Service quality Multi-criteria decision making; Turkey England |
| url | https://eprints.nottingham.ac.uk/49481/ https://eprints.nottingham.ac.uk/49481/ https://eprints.nottingham.ac.uk/49481/ |