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© Business & Management Studies: An International Journal, 2019
Anadolu Üniversitesi, Sosyal Bilimler Enstitüsü
Anadolu Üniversitesi, İşletme Fakültesi
How to Cite
A NEW APPROACH IN SERVICE QUALITY ASSESSMENT: AN APPLICATION ON AIRLINES THROUGH CODAS METHOD
Vol 6 No 4 (2018): BUSINESS & MANAGEMENT STUDIES: AN INTERNATIONAL JOURNAL
Submitted: Feb 18, 2019
Published: Jan 3, 2019
In the last four decades in which the air transport sector has entered into a major development process, airlines have focused on improving their service performance in order to gain a competitive advantage. While different approaches are being used to measure the quality perception for the services, the use of Multi-Criteria Decision Making (MCDM) methods has become prominent in recent years. In this study, it is aimed to bring a new approach to the evaluation of service quality in firms by focusing on the air transport sector. In this study, one of the current methods, the CODAS method is used. The data set of 11 airlines, which are evaluated in terms of service quality performances according to 7 criteria, are analyzed. Sensitivity analysis is also performed to measure the stability of the results after the application.