PL EN


2019 | 5 (19) | 2 |
Article title

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

Content
Title variants
Languages of publication
EN
Abstracts
EN
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.
Year
Volume
Issue
2
Physical description
Dates
published
2019-06-28
Contributors
author
  • Anadolu University, Faculty of Aeronautics and Astronautics, Department of Aviation Management, Eskişehir, 26470, Turkey, mahmutbakir@anadolu.edu.tr, ORCID: https://orcid. org/0000-0002-3898-4987
author
  • Anadolu University, Faculty of Aeronautics and Astronautics, Department of Aviation Management, Eskişehir, 26470, Turkey, mahmutbakir@anadolu.edu.tr, ORCID: https://orcid. org/0000-0002-3898-4987
author
  • Iskenderun Technical University, School of Civil Aviation, Department of Aviation Management, Hatay, 31200, Turkey, ORCID: https://orcid.org/0000-0002-6917-5031.
References
  • Adalı, E. A., & Işık, A. T. (2017). Bir Tedarikçi Seçim Problemi İçin SWARA ve WASPAS Yöntemlerine Dayanan Karar Verme Yaklaşımı. International Review of Economics and Management, 5(4), 56-77.
  • Alp, İ., Öztel, A., & Köse, M. S. (2015). Entropi Tabanlı MAUT Yöntemi İle Kurumsal Sürdürülebilirlik Performansı Ölçümü: Bir Vaka Çalışması. Ekonomik ve Sosyal Araştırmalar Dergisi, 11(2), 65-81.
  • Atilgan, E., Akinci, S., & Aksoy, S. (2003). Mapping Service Quality In The Tourism Industry. Managing Service Quality: An International Journal, 13(5), 412-422.
  • Baker , D. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American Journal of Tourism Research, 2(1), 67-77.
  • Cento, A. (2009). The Airline Industry Challenges in the 21st Century. Heidelberg: Physica-Verlag.
  • Chakraborty, S., & Zavadskas, E. K. (2014). Applications of WASPAS method in manufacturing decision making. Informatica, 25(1), 1-20.
  • Chakraborty, S., Bhattacharyya, O., Zavadskas, E. K., & Antucheviciene, J. (2015). Application of WASPAS method as an optimization tool in non-traditional machining processes. Information Technology and Control, 44(1), 77-88.
  • Chen, Y., Tseng, M., & Lin, R. (2011). Evaluating The Customer Perceptions On In-flight Service Quality. African Journal of Business Management, 5(7), 2854-2864.
  • Cox, C., Burgess, S., Sellitto, C., & Buultjens, J. (2009). The Role of User-Generated Content in Tourists' Travel Planning Behavior. Journal of Hospitality Marketing and Management, 18(8), 743-764.
  • Cunningham, L., Young, C., & Lee, M. (2004). Perceptions of Airline Service Quality: Pre and Post 9/11. Public Works Management & Policy, 9(1), 10-25.
  • Curtis, T., Rhoades, D., & Jr, B. W. (2012). Satisfaction with Airline Service Quality: Familiarity Breeds Contempt. International Journal of Aviation Management, 1(4), 242-256.
  • Eroğlu, E. (2005). Müşteri Memnuniyeti Ölçüm Modeli. İ.Ü. İşletme Fakültesi İşletme Dergisi, 34(1), 7-25.
  • Gal-Tzur, A., Rechavi, A., Beimel, D., & Freund, S. (2018). An improved methodology for extracting information required for transport related decisions from Q & A forums: A case study of TripAdvisor. Travel Behaviour and Society, 10, 1-9.
  • Ghorabaee, M. K., Amiri, M., Zavadskas, E. K., Turskis, Z., & Antucheviciene, J. (2017). A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria. Journal of Air Transport Management, 63, 45-60.
  • Ghorabaee, M. K., Amiri, M., Zavadskas, E. K., & Antucheviciene, J. (2018). A new hybrid fuzzy MCDM approach for evaluation of construction equipment with sustainability considerations. Archives of Civil and Mechanical Engineering, 18(1), 32-49.
  • Gupta, H. (2018). Evaluating service quality of airline industry using hybrid best worst method and VIKOR. Journal of Air Transport Management, 68, 35-47.
  • Gümüş, S., & Göker, E. Ü. (2012). Hizmet kalitesinin hizmet performansına etkisi : bir hastanede uygulama. İstanbul: Hiperlink Yayınları.
  • Han, H. (2013). Effects of in-flight ambience and space/function on air travelers' decision to select a low-cost airline. Tourism Management, 37, 125-135.
  • Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting The Service-Profit Chain to Work. Harvard Business Review, 72(2), 164-174.
  • Huang, C. Y., Chou, C. J., & Lin, P. C. (2010). Involvement theory in constructing bloggers’ intention to purchase travel products. Tourism Management(31), 513-526.
  • IATA. (2017). World Air Transport Statistics . IATA.
  • IATA. (2018). Traveler Numbers Reach New Heights. Retrieved Ekim 12, 2018, from Pressroom Releases: https://www.iata.org/pressroom/pr/Pages/2018-09-06-01.aspx
  • ICAO. (2017). List of Low-Cost-Carriers (LCCs) . Retrieved November 18, 2017, from https://www.icao.int/sustainability/Documents/LCC-List.pdf
  • Karami, A., & Johansson, R. (2014). Utilization of Multi Attribute Decision Making Techniques to Integrate Automatic and Manual Ranking of Options. Journal of Information Science and Engineering(30), 519-534.
  • Kim, W. G., Nee, C. Y., & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28, 10–17.
  • Koklic, M., Kinney, M., & Vegelj, S. (2017). An Investigation of Customer Satisfaction with Low-cost and Full-service Airline Companies. Journal of Business Research, 80, 188-196.
  • Kotler, P., Kartajaya, H., & Setiawan, I. (2017). Marketing 4.0 Moving from Traditional to Digital. New Jersey: Wiley.
  • Kurtulmuşoğlu, F. B., Can, G. F., & Tolon, M. (2016). A voice in the skies: Listening to airline passenger preferences. Journal of Air Transport Management, 57, 130-137.
  • Lashgari, S., Antuchevičienė, J., Delavari, A., & Kheirkhah, O. (2014). Using QSPM and WASPAS methods for determining outsourcing strategies. Journal of Business Economics and Management, 15(4), 729-743.
  • Lee, D., & Luengo-Prado, M. J. (2004). Are passengers willing to pay more for additional legroom? Journal of Air Transport Management, 10(6), 377-383.
  • Li, X., Wang, K., Liu, L., Xin, J., Yang, H., & Gao, C. (2011). Application of the Entropy Weight and TOPSIS Method in Safety Evaluation of Coal Mines. I. International Symposium on Mine Safety Science and Engineering (pp. 2085-2091). Procedia Engineering.
  • Lim, S. S., & Tkaczynski, A. (2017). Origin and money matter: The airline service quality expectations of international students. Journal of Hospitality and Tourism Management, 31, 244-252.
  • Miguéns, J., Baggio, R., & Costa, C. (2008). Social media and Tourism Destinations: TripAdvisor Case Study. Advances in Tourism Research 2008, (s. 1-6). Aveiro.
  • O’Connell, J. F., & Williams, G. (2005). Passengers’ perceptions of low cost airlines and full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines. Journal of Air Transport Management, 11, 259-272.
  • O'Connor, P. (2010). Managing a Hotel's Image on TripAdvisor. Journal of Hospitality Marketing & Management, 19, 754-772.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, 10, 435–439.
  • Perçin, S. (2017). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of Air Transport Management, 1-13.
  • Rao, R. V. (2007). Decision making in the manufacturing environment: using graph theory and fuzzy multiple attribute decision making methods. London: Springer.
  • Rhoades, D., & Waguespack, B. (2008). Twenty years of service quality performance in the US airline industry. Managing Service Quality: An International Journal, 18(1), 20-33.
  • Saha, G., & Theingi. (2009). Service Quality, Satisfaction, and Behavioural Intentions: A Study of Low-Cost Airline Carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350-372.
  • Sandada, M., & Matibiri, B. (2016). An Investigation Into The Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction And Customer Loyalty In The Airline Industry In Southern Africa. South East European Journal of Economics and Business, 11(1), 41-53.
  • Shannon, C. E. (1948). A mathematical theory of communication. The Bell System Technical Journal(27), 379-423.
  • Stamps, A. E. (2003). Advances in visual diversity and entropy. Environment and Planning B: Planning and Design, 30(3), 449-463.
  • Sultan, F., & Simpson, M. (2000). International Service Variants: Airline Passenger Expectations and Perceptions of Service Quality. Journal of services marketing, 14(3), 188-216.
  • TripAdvisor. (2018). Airlines. Retrieved January 1, 2018, from https://www.tripadvisor.com
  • Tsafarakis, S., Kokotas, T., & Pantouvakis, A. (2018). A Multiple Criteria Approach for Airline Passenger Satisfaction Measurement and Service Quality Improvement. Journal of Air Transport Management, 68, 61-75.
  • Tsantoulis, M., & Palmer, A. (2008). Quality Convergence In Airline Co-brand Alliances. Managing Service Quality: An International Journal, 18(1), 34-64.
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107-115.
  • Vuthisopon, S., & Srinuan, C. (2017). Low-Cost Carrier Passenger Repurchase Intention: A Structural Equation Model Analysis. Asia-Pacific Social Science Review, 17(2), 249-266.
  • Wu, J., Sun, J., Liang, L., & Zha, Y. (2011). Determination of weights for ultimate cross efficiency using Shannon entropy. Expert Systems with Applications, 38(5), 5162-6165.
  • Yoo, K. H., & Gretzel, U. (2008). What motivates consumers to write online travel reviews? Information Technology & Tourism, 10(4), 283-295.
  • Zavadskas, E. K., Turskis, Z., & Antucheviciene, J. (2012). Optimization of Weighted Aggregated Sum Product Assessment. Electronics and Electrical Engineering, 122(6), 3-6.
  • Zeithaml, V., Berry, L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. The Journal of Marketing, 60(2), 31-46.
  • Zhang, H., Gu, C. L., Gu, L. W., & Zhang, Y. (2011). The evaluation of tourism destination competitiveness by TOPSIS & information entropy–A case in the Yangtze River Delta of China. Tourism Management, 32(2), 443-451.
Document Type
Publication order reference
Identifiers
YADDA identifier
bwmeta1.element.desklight-13fffae7-bbbd-4f8e-82de-0d8df6a2ae2e
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.