Determining the customer satisfaction index for civil aviation organizations based on fuzzy logic and servqual method

Abstract

The aviation sector in Türkiye is one of the sectors with the highest growth rate. Competition in the aviation industry in recent years has greatly affected the activities of businesses. For businesses to survive in the long run, it is necessary to implement customer-oriented policies that give importance to customer satisfaction. Within the scope of this study, a survey was conducted to measure how satisfied the customers are with the service offered to customers by some aviation companies that are active in Türkiye. With this study, 115 survey data were obtained in Antalya airport. The questionnaire consists of two parts. In the first part, 8 questions were asked to determine the demographic characteristics of the participants who filled out the questionnaire. In the second part, 14 questions prepared with a 10-point Likert scale were asked, which they could evaluate according to their last flight. Three sub (environmental factor quality, relationship quality, and Service quality) and one main (Customer Satisfaction) Fuzzy Logic inference systems are used as the method for the evaluation of the survey data obtained. By entering the survey data into the inference systems, we obtain the customer satisfaction index for the aviation companies. On the other hand, the SERVQUAL model was also applied to measure service quality. According to the SERVQUAL, service quality is determined by measuring the difference between the quality of service perceived by customers and the service quality that customers expect from companies. Along with the data and methods used, it is aimed to make a comparison according to the perceived service quality levels among the relevant aviation companies, and a quality index ranking is made.