<abstract xml:lang="en" xmlns="http://www.w3.org/1999/xhtml"><p>This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.</p></abstract>

This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.

Fuzzy SERVQUAL Analysis in Airline Services

Faculty of Science and Letters, Department of Statistics and Computer Sciences, Baþkent University, 06530, Baðlýca, Ankara, Turkey

Faculty of Engineering, Department of Industrial Engineering, Baþkent University, 06530, Baðlýca, Ankara, Turkey

Organizacija

{"article-title":"Fuzzy SERVQUAL Analysis in Airline Services"}

This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the...

Fuzzy SERVQUAL Analysis in Airline Services

Published Online: Dec 12, 2008

Page range: 108 - 115

DOI: https://doi.org/10.2478/v10051-008-0012-8

Keywords
Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores

This content is open access.

Fuzzy SERVQUAL Analysis in Airline Services

Published Online: Dec 12, 2008

Page range: 108 - 115

DOI: https://doi.org/10.2478/v10051-008-0012-8

KeywordsAirline service quality, fuzzy numbers, fuzzy SERVQUAL scores

This content is open access.

Keywords
Airline service quality, fuzzy numbers, fuzzy SERVQUAL scores