Evaluating Service Quality of Airlines using a Hybrid Fuzzy MADM Approach

The quality of the services is one of the main factors in the competitiveness of the companies, and managers are keen to measure it accurately so that they can compare themselves with competitors. The purpose of this research is to rank the Iranian airlines in terms of the quality of services provided to travelers on domestic flights. Research previously conducted into service quality is examined in the first part of this study, and the service quality measurement attributes are determined and weighted by using the FAHP method. Then, using the FVIKOR method and based on the opinions of experts, the airlines are evaluated. The results of this study showed that the FAHP extent analysis method may lead to incorrect results. Hence, in this study, the Wang and Chen method is used to calculate the weight of attributes in FAHP. The results showed that responsiveness, compensation procedures, staff attitude and flight safety are more important in measuring service quality. The study showed that the top companies in terms of service quality include Ata, Zagros and Caspian.