Evaluation of Service Quality in Airlines by the Entropy and ARAS Methods

What is it about?

In this study, the service quality of airlines carrying the highest number of passengers in 2016 was evaluated. The data used in the study are secondary data and obtained from the Skytrax website. In this context, passenger opinions about airport services, lounge services, inflight services and cabin staff are evaluated as the evaluation criteria. First of all, criteria weights were obtained by Entropy method and then service quality of airline companies was analyzed and ranked by ARAS method. ANA (All Nippon Airways) showed the best service quality performance as a result of the study.

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