Title: Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment

Authors: Abolfazl Kazemi; Mahdi Yousefi Nejad Attari; Mojgan Khorasani

Addresses: Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran ' Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran ' Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran

Abstract: The purpose of this study is to provide an effective method to evaluate service quality of Iranian airports by conducting customer surveys. Commonly, evaluation of service quality is an intricate multi-criteria decision making (MCDM). Indeed, an intricate decision process is regularly involved in which various requirements and fuzzy conditions have to be taken into consideration simultaneously. By integrating concepts of VIKOR and TOPSIS technique, a novel fuzzy MCDM method was generated to deal with the evaluation of service quality problems in Iranian airports. The steps to solve this method are: (a) defining the weights of criteria are explained in fuzzy environment, (b) using TOPSIS to obtain ranking the alternatives, (c) using VIKOR technique to solve criteria interdependency relationships weights and integration with TOPSIS method. A practical study for evaluating service quality of seven major Iranian airports is presented to exemplify the application of the proposed model. In addition, five airports are ranked and the managerial and conclusion are discussed. The presented method helps international airports to obtain the requirements of passengers and the priority of enhancing service items. Finally, ranking order of the five airports was determined.

Keywords: service quality; VIKOR; TOPSIS; fuzzy sets; airport services; international airports; fuzzy logic; Iran; multicriteria decision making; fuzzy MCDM; passenger requirements; airline passengers.

DOI: 10.1504/IJSEM.2016.081856

International Journal of Services, Economics and Management, 2016 Vol.7 No.2/3/4, pp.154 - 166

Received: 05 Sep 2015
Accepted: 08 Aug 2016
Published online: 29 Jan 2017 *

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