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Exploring Service Quality of Low-Cost Airlines in Europe: an Integrated MCDM Approach
Economics and Business Review Pub Date : 2019-01-01 , DOI: 10.18559/ebr.2019.2.6
Mahmut Bakır , Şahap Akan , Emrah Durmaz

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.

中文翻译:

探索欧洲低成本航空公司的服务质量:集成式MCDM方法

摘要本研究旨在通过多标准决策方法(MCDM)评估欧洲主要LCC(低成本航空公司)的服务质量绩效。此外,它专注于管理业务模型,并包括已应用成本领先策略的国际航空公司服务提供商。在研究中,采用基于客户评分系统的旅客评论作为替代数据源。为此,分析了24,971条旅客评论,其中包括7条评估标准。在这种综合方法中,熵方法用于加权服务质量标准,而WASPAS方法用于对航空公司进行排名。还进行了灵敏度分析,并确认了该应用程序的鲁棒性和稳定性。因此,Jet2。
更新日期:2019-01-01
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