Benchmarking Service Quality Performance of Airlines in Turkey

Abstract

The aim of this study is to determine service quality factors of Turkish domestic airlines as well as ranking and benchmarking firms according to these factors using a fuzzy multicriteria decision making (MCDM) model. Exploratory factor analysis and fuzzy integral were used for extracting some independent common-factors and integrating the performance ratings of independent attributes in each common-factor, respectively. This paper is innovative in the sense that it helps airlines to identify key service quality factors, rank or benchmark firms in the industry through a fuzzy MCDM point of view, and provide an individual road map for improvement to each firm in a developing country, Turkey. This study is original in the sense that it helps firms compare their service quality criteria with competitors, identify performance insufficiencies by criteria, and choose the target competitors for improving the insufficiencies by identified and prioritized criteria through benchmarking.