2021
DOI: 10.31181/dmame2104127b
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Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

Abstract: Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers’ satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, an integrated Fuzzy Analytical Hierarchy Process (F-AHP) and Fuzzy Measurement Alternatives and Ranking according to Compromise Solution (F-MARCOS) approach was propo… Show more

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Cited by 101 publications
(60 citation statements)
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References 54 publications
(86 reference statements)
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“…The fuzzy MARCOS method was developed by Stanković et al [44] and consists of the following steps [45]:…”
Section: Fuzzy Marcos Methodsmentioning
confidence: 99%
“…The fuzzy MARCOS method was developed by Stanković et al [44] and consists of the following steps [45]:…”
Section: Fuzzy Marcos Methodsmentioning
confidence: 99%
“…Perhaps some conflicts and sometimes unmeasurable objects should be considered. Multi-criteria decision analysis (MCDA) is a unique tool to assist in decision-making when more than one conflicting criterion exists [41]. Although a number of MCDAs have been proposed over the years, they differ from each other in many areas, including the theoretical background and the type of question and results.…”
Section: Methodology: Ahpmentioning
confidence: 99%
“…Recently, the fuzzy multiple attribute decision making (FMADM) methodology, which combines the fuzzy concept with MCDA, has been utilized in response to inaccuracies [41,42]. There are many reasons why inaccuracies occur.…”
Section: Methodology: Ahpmentioning
confidence: 99%
“…In the future work, we will expand our study to the different field and their applications to the different sectors such as risk analysis, decision-making [41][42][43][44].…”
Section: Fig 8 Effects Of the Changes On The Pilot Requirementsmentioning
confidence: 99%