EXPLORING SERVICE QUALITY OF LOW-COST AIRLINES IN EUROPE: AN INTEGRATED MCDM APPROACH
EXPLORING SERVICE QUALITY OF LOW-COST AIRLINES IN EUROPE: AN INTEGRATED MCDM APPROACH

Summary/Abstract: This study aims to evaluate service quality performance of major LCCs (LowCost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology.In addition it focuses on managerial business models and includes the internationalairline service providers that have applied the cost leadership strategy. In the studypassenger reviews based on customer-rating systems are adopted as an alternative datasource. For this purpose 24,971 passenger reviews, including 7 evaluation criteria, areanalyzed. In this integrated methodology the Entropy method is used to weight theservice quality criteria and the WASPAS method is used to rank the airlines. A sensitivityanalysis is also applied and the robustness and stability of the application areconfirmed. Consequently Jet2.com demonstrates the best service performance overalland legroom is the most important evaluation criterion.

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