Fuzzy SERVQUAL Analysis in Airline Services

• Authors: Ozlem Aydin , Fatma Pakdil
• Languages of publication: EN

Abstracts

EN

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.

Keywords

EN

Airline service quality; fuzzy numbers; fuzzy SERVQUAL scores

• Publisher: Sciendo
• Journal: Organizacija
• Year: 2008
• Volume: 41
• Issue: 3
• Pages: 108-115

Dates

published

2008-05-01

online

2008-12-12

Contributors

author

Ozlem Aydin

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

author

Fatma Pakdil

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

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Identifiers

DOI

10.2478/v10051-008-0012-8