The study of airline service quality in the Qeshm free zone by fuzzy logic

1. Abstract This paper applies the fuzzy set theory for evaluating service quality of three airlines are active in Qeshm free zone in Iran via customer survey. Service quality is a composite of various attributes among them many intangible attributes are difficult to measure. So we invite fuzzy set theory to reflect the inherent subjectiveness and resolve the ambiguity of concepts that are associated with human beings'subjective judgments vaguely measured with linguistic terms. By applying AHP in obtaining criteria weight and TOPSIS in ranking, we find the relative ranking position of each airline and provide an adequate alternative to performance evaluation of airline services which usually involve subjective judgments of qualitative attributes.

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