Evaluation of Service Quality in Airlines By Entropy and ARAS Methods

Abstract

Nowadays, air transport has achieved a significant growth trend by offering fast and convenient transportation service. The fact that the aviation industry is an economically sensitive structure forces airline companies to prioritize the quality of service in order to gain competitive advantage. In this study, the service quality of 11 airline companies carrying the highest number of passengers in 2016 was evaluated considering that service quality is a very important factor in air transport as it is in all areas. The data used in the study are secondary data and obtained from the Skytrax website. In this context, passenger opinions about airport services, lounge services, inflight services and cabin staff are evaluated as the evaluation criteria. First of all, criteria weights were obtained by Entropy method and then service quality of airline companies was analyzed and ranked by ARAS method. ANA (All Nippon Airways) showed the best service quality performance as a result of the study.