<abstract xmlns="http://www.w3.org/1999/xhtml"><p>This study aims to evaluate service quality performance of major LCCs (Low Cost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology. In addition it focuses on managerial business models and includes the international airline service providers that have applied the cost leadership strategy. In the study passenger reviews based on customer-rating systems are adopted as an alternative data source. For this purpose 24,971 passenger reviews, including 7 evaluation criteria, are analyzed. In this integrated methodology the Entropy method is used to weight the service quality criteria and the WASPAS method is used to rank the airlines. A sensitivity analysis is also applied and the robustness and stability of the application are confirmed. Consequently Jet2.com demonstrates the best service performance overall and legroom is the most important evaluation criterion.</p></abstract>

This study aims to evaluate service quality performance of major LCCs (Low Cost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology. In addition it focuses on managerial business models and includes the international airline service providers that have applied the cost leadership strategy. In the study passenger reviews based on customer-rating systems are adopted as an alternative data source. For this purpose 24,971 passenger reviews, including 7 evaluation criteria, are analyzed. In this integrated methodology the Entropy method is used to weight the service quality criteria and the WASPAS method is used to rank the airlines. A sensitivity analysis is also applied and the robustness and stability of the application are confirmed. Consequently Jet2.com demonstrates the best service performance overall and legroom is the most important evaluation criterion.

Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach

Faculty of Aeronautics and Astronautics, Department of Aviation Management

Economics and Business Review

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

This study aims to evaluate service quality performance of major LCCs (Low Cost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology....

Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach

Publié en ligne: 09 juil. 2019

Pages: 109 - 130

Reçu: 11 févr. 2019

Accepté: 15 avr. 2019

DOI: https://doi.org/10.18559/ebr.2019.2.6

Mots clés
airline, service quality measurement, MCDM methods

© 2019 Mahmut Bakır et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach

Publié en ligne: 09 juil. 2019

Pages: 109 - 130

Reçu: 11 févr. 2019

Accepté: 15 avr. 2019

DOI: https://doi.org/10.18559/ebr.2019.2.6

Mots clésairline, service quality measurement, MCDM methods

© 2019 Mahmut Bakır et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Mots clés
airline, service quality measurement, MCDM methods