| Using Fuzzy Similarity and Fuzzy TOPSIS for Service Quality Evaluation of Airline Agencies |
| کد مقاله : 1191-ICIM |
| نویسندگان |
|
حسین صفری *1، مهدی اجلی2، عرفان عباسی3 1دانشگاه تهران 2کوچمشکی، خیابان دوم جنوبی، کوچه شهید علیمحمدی، ساختمان آیدین، واحد 5 3تهران |
| چکیده مقاله |
| Airline industry plays a major role in every countries economic activity and it aids in opening up of the countries market to both local and foreign investors (Abeyratner 1998, Samuel, 2006). Providing good quality services to passengers is important for all airlines; because this enables them to retain customer satisfaction and profitability. The industries and academics have used various evaluating tools to evaluate the service quality of airline companies in decades due to the various differences emphasized in the outcomes of Multiple Criteria Decision Making, the results have been dissatisfactory to many people. In addition a novel fuzzy MCDM method was introduced for the purpose of comparing and ranking. Like TOPSIS, the Similarity method compares the alternatives with the positive and the negative ideal solutions but the comparison in Similarity method is based on a broader concept. So In this paper in first we have identified the service quality evaluation criteria’s of airline companies according to research literature, next six major airline agencies of Tehran City in Iran are evaluated and ranked by using Fuzzy Similarity and Fuzzy TOPSIS approaches. |
| کلیدواژه ها |
| Airline Agencies, Service quality, Fuzzy set theory, Fuzzy Similarity, Fuzzy TOPSIS |
| وضعیت: پذیرفته شده برای ارائه شفاهی |