Evaluating Service Quality of an Airline Maintenance Company by Applying Fuzzy-AHP

  • Yavuz Selim OzdemirEmail author
  • Tugce Oktay
Conference paper
Part of the Lecture Notes in Management and Industrial Engineering book series (LNMIE)


Quality greatly affects both customer satisfaction and the performance of a product or service. Therefore, due to competitive market conditions, the importance of quality measurement has increased. In reality, measuring quality is not an easy task, especially in the service sector, due to the heterogeneous, inseparable and incomprehensible characteristics of service products. Most service sector products are intangible. In the field of aviation, the quality of care directly affects aviation safety. This increases the importance of measuring and improving service quality in aviation. In this study, fuzzy analytical hierarchy process approach was used for measurements. In the hierarchical structure, 3 main criteria, 6 first level sub-criteria and 17 s level sub-criteria were used for quality measurement in airline maintenance service. The surveys were answered by experts working for maintenance companies. The final maintenance quality results were converted to a letter scale and used for service quality improvement.


Service quality measurement Multi-criteria decision making Fuzzy analytical hierarchy process System selection 


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© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Industrial Engineering Department, Faculty of Engineering and ArchitectureIstanbul Arel UniversityIstanbulTurkey

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