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Fuzzy SERVQUAL Analysis in Airline Services

Author

Listed:
  • Aydin Ozlem

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

  • Pakdil Fatma

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

Abstract

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.

Suggested Citation

  • Aydin Ozlem & Pakdil Fatma, 2008. "Fuzzy SERVQUAL Analysis in Airline Services," Organizacija, Sciendo, vol. 41(3), pages 108-115, May.
    • Handle: RePEc:vrs:organi:v:41:y:2008:i:3:p:108-115:n:4
    DOI: 10.2478/v10051-008-0012-8
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    References listed on IDEAS

    as
    1. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
    2. Chang, Yu-Hern & Yeh, Chung-Hsing, 2002. "A survey analysis of service quality for domestic airlines," European Journal of Operational Research, Elsevier, vol. 139(1), pages 166-177, May.
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