Determining the Importance Level of E-Service Quality Dimensions for Airline Companies

What is it about?

This study aims to determine the importance level of the factors affecting e-service quality provided in the airline industry. In this study, the AHP (Analytic Hierarchy Process) method is used in the evaluation phase. Eservice quality is evaluated by a hierarchical structure consisting of 4 main criteria and 13 sub-criteria. While service quality is determined as the most important main criterion, it is seen that reliability and understandability are found to be the most important sub-criteria. The most insignificant criterion also is personalization.

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