A QUANTITATIVE STUDY ON EXAMINING PERCEIVED SERVICE QUALITY IN LOCAL AIRLINES

Purpose- The purpose of this study is to measure perceived service quality in local airlines in Turkey with the help of a survey that benefits from SERVQUAL by using a multicriteria decision making method. Methodology- Therefore, we evaluate three local airlines in Turkey in the context of perceived service quality and try to determine the best airline among them. We measure the perceived service quality in airlines with an interval type-2 fuzzy multi-criteria decision making method that aims to make unclear statements, which derives from decision makers, more meaningful. We apply a SERVQUAL based survey on consumers who experienced an airline service quality. Findings- Considering the data obtained from surveys, we determine perception scores of decision makers through the factors that affects airlines service quality by using an interval type-2 fuzzy multi-criteria decision method. Conclusion- Consequently, we determine the airline with the best service quality among three local airlines