Assessment of Service Quality in Aviation Using the CRITIC-Supported TOPSIS Method: A Case Study of Central Airports in Asia

Year 2024, Volume: 8 Issue: 1, 56 - 65, 26.02.2024

Sevim Yılmaz , İlinay Güllü , Ayşe Susuz , Eda Çınaroğlu

https://doi.org/10.30518/jav.1353524

Abstract

In this study, the service quality performance of 14 central airports that are members of SKYTRAX in the Asian continent are analyzed. The data of 2022 are taken as basis in the analysis process. The aim of the study is to evaluate the service quality of the airports included in the analysis. In order to compare the service quality performances of the selected airports, The Criteria Importance Trough Intercriteria Correlation (CRITIC) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) methods from Multi-Criteria Decision-Making Methods (MCDM) are used. The data of the airports included in the analysis are obtained through SKYTRAX. While the importance degrees of the criteria of the alternatives are calculated by the CRITIC method, the ranking of the alternatives is obtained by the TOPSIS method. The criteria used in the analysis are security screening, arrival, departure, terminal comfort, terminal facilities, food and beverage services. According to the findings of the CRITIC method; it is concluded that the most important criterion is departure and the least important criterion is terminal comfort. According to the results of the TOPSIS method; Singapore Changi Airport ranks first in terms of service quality performance. Seoul Incheon and Tokyo Haneda airports follow this airport in the ranking. Mumbai Chhatrapati Airport takes the last place.

Keywords

Aviation, Asian airports, Airport service quality, CRITIC, TOPSIS

References

• Altınkurt, T., & Merdivenci, F. (2020). Evaluation of Service Quality in Airline Companies by AHP-Based EDAS Methods. Journal of Aksaray University Faculty of Economics and Administrative Sciences, 12(4), 49-58.
• Avcı, T., & Çınaroğlu, E. (2018). Financial Performance Evaluation of Airline Companies by AHP Based TOPSIS Approach. Journal of Economics and Administrative Sciences, 19(1), 316-335.
• Avşar, İ. İ. (2023). Evaluation of Turkish Aviation Sector with Multi-Criteria Decision Making Methods: 2002-2022 Period. Bingöl University Journal of Social Sciences Instıtute (26), 153-169.
• Bakır, M., & Akan, Ş. (2018). Evaluation of Service Quality in Airports Using Entropy and Topsis Methods: An Application on Europe's Busiest Airports. Electronic Journal of Social Sciences, 17(66), 632-651.
• Bayram, E. (2021). Performance Evaluation of Participation Banks in Turkey with Critic Based Edas Method. The Journal of Financial Researches and Studies, 13(24), 55-72.
• Belbag, S., & Belbag, A. G. (2018). A Quantitative Study on Examining Perceived Service Quality in Local Airlines. Press Academia Procedia, 7(1), 241-245.
• Bezerra, G. C. L., & Gomes, C. F. (2016). Measuring airport service quality: A multidimensional approach. Journal of air transport management, 53, 85-93.
• Can, G. F., & Kargı, Ş. (2019). Sectors’ Risk Levels Evaluation in Term of Occupational Health and Safety with Critic-Edas Integration. Journal of Industrial Engineering, 30(1), 15-31.
• Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2021). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology, 10(4), 342-352.
• Çaylak, M. (2019). Hotel Selection by Using Topsis Method. Oğuzhan Journal of Social Sciences, 1(2), 65-76.
• Çekin, A. (2020). Perceived Service Quality in Airport Food and Beverage Companies: A Survey at Istanbul Airport (Master's thesis). Sakarya Uygulamalı Bilimler Üniversitesi Lisansüstü Eğitim Enstitüsü, Sakarya.
• Dalak, S., Günay, F., Beyazgül, M., & Karadeniz, E. (2018). A Research on Using of Financial Analysis Techniques in Airline Companies Operating in Turkey. Journal of Business and Economic Studies, 6 (2), 1-14.
• Demir, Ü., & Taşer, A. (2020). The Impacts of Service Innovations at Airports on Service Quality Perception and Passenger Satisfaction. Bilecik Şeyh Edebali University Journal of Social Science, 5(1), 68-87.
• Derse, O., & Yontar, E. (2020). Determination of the most Appropriate Renewable Energy Source Byswara- Topsis Method. Journal of Industrial Engineering, 31(3), 389-419.
• Diakoulaki, D., Mavrotas, G., & Papayannakis, L. (1995), Determining Objective Weights in Multiple Criteria Problems: The CRITIC Method, Computers & Operations Research, 22(7), 763-770.
• Doğan, H. (2022). Evaluation of Turkey’s Macroeconomic Performance for 2010-2020 With the CRITIC Based ARAS Method. Akademic Social Studies, 6(19), 189-202.
• Ecemiş, O., & Avşar, İ. İ. (2023). Evaluation of the Logistics Efficiency of Türkiye's Leading Trading Partners by Multicriteria Decision Making. Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 25(1), 142-163.
• Ergül, N, & Kondak, G. (2023). Analysis of Financial Performance of Companies in The It Sector. İstanbul Journal of Social Sciences, (37).
• Erkılıç, C. E. (2021). Evaluating The Financial Performance of Hospital Services Sector by The Critic Based Topsis Method. Pamukkale University Journal of Social Sciences Institute, (46), 63-84.
• Fodness, D., & Murray, B. (2007). Passengers' expectations of airport service quality. Journal of Services Marketing, 21(7), 492-506.
• Geçer, N., & Afşar, B. (2023). Evaluation of the Financial Performance of ISO Member Companies in The ISO 500 2021 List By Topsis And Aras Methods. Journal of Business and Economics Studies, 11(2), 36-53.
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
• Güler, A., & Polatgil, M. (2023). Ranking of University Hospitals in Term of Services with The Critictopsis Method. Electronic Journal of Social Sciences, 22(88), 1828-1848.
• Gültekin, G. and Çarikçi, O. (2023). Financial Performance Evaluation of Airport Operations According to The Business Model with The Entropy Based Topsis Method Mali Analiz/Mali Çözüm Dergisi, 33 (178), 1011-1034.
• Hatipoğlu, S., & Işık, E. S. (2015). Measuring The Service Quality in Air Transport: A Case Study Domestic Lines. Kahramanmaraş Sütçü İmam Üniversitesi Sosyal Bilimler Dergisi, 12(2), 293-312.
• Kayapınar, S. (2015). Improvement of Airport Service Quality. (Master's Thesis). Anadolu University, Department of Industrial Engineering, Eskişehir.
• Keleş, M. K. (2022). Evaluation of Turkish Airlines’ Performance by Years with The CRITIC Based MABAC Method. Journal of Applied Sciences of Mehmet Akif Ersoy University, 6(1), 53-67.
• Köse, Y. (2021). Aviation Sector Specific Financial Ratios: Analysis and Evaluation on Airline Companies in Turkey. Journal of Financial Researches & Studies/The Journal of Financial Researches and Studies, 13(25), 623-636.
• Law, C. C., Zhang, Y., & Gow, J. (2022). Airline service quality,customer satisfaction, and repurchase Intention: Laotian air passengers’ perspective. Case Studies on Transport Policy, 10(2), 741-750.
• Organ, A., & Kaçaroğlu, M.O. (2020). Evaluation of Private Universities in Turkey with Entropy Weighted TOPSIS Method. Pamukkale Journal of Business and Information Management, 7(1), 28-45.
• Özbek, A., & Ghouchi, M. (2021). Performance Evaluation of Airlines Using Financial Ratios. International Journal of Engineering Research and Development, 13(2), 583-599.
• Özden, Ü. H. (2011). Topsis Method with the European Union Member States of the Candidate and Mapping of Economic Indicators. Trakya University Journal of Social Science, 13(2), 215-236.
• Öztel, A., & Aydın, B., & Köse, M. Said., (2018). Measurement of Corporate Sustainability Performance in Energy Sector by Entropy Based TOPSIS Method: Akenerji Case. Gümüşhane University Journal of Social Sciences Institute, 9 (24), 1-24.
• Öztürk, D., & Onurlubaş, E. (2019). Assessment of Service Quality of Airline Industry Using AHP and TOPSIS Methods. Gümüşhane University Journal of Social Sciences Institute, 10, 81-97.
• Pabedinskaitė, A., & Akstinaitė, V. (2014). Evaluation of the airport service quality. Procedia-Social and Behavioral Sciences, 110, 398-409.
• Pandey, M. M. (2016). Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision- making method. Journal of Air Transport Management, 57, 241-249.
• Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
• Pekkaya, M., & Akıllı, F. (2013). Statistical Analysis and Evaluation of Airline Service Quality by Servperf-Servqual Scale. The International Journal of Economic and Social Research, 75-96.
• Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48.
• Sakarya, Ş., & İlkdoğan, S. (2022). Evaluation of Financial Performance of Businesses Operating in The BIST IT Sector Within the Scope of Cash Flow Ratios with The CRITIC-Based TOPSIS Method. Pamukkale University Journal of Business Research, 9(2), 421-445.
• Satıcı, S. (2021). Evaluation of the Innovation Performance of Countries with the CRITIC-Based WASPAS Method. Journal of Entrepreneourship and Development, 16(2), 91-104.
• Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective. Journal of Air Transport Management, 91, 101966.
• Skytrax Certified Rating. Airport Star Rating Levels Date of access: 21.07.2023. https://skytraxratings.com/ explaining-airport-star-ratings-levels
• Tsai, W. H., Hsu, W., & Chou, W. C. (2011). A gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025-1040.
• Tuncer, B., & Gavcar, E. (2014). Determination of Factors Affecting the Quality of Airport Terminal Services. The Journal of Academic Social Science, 6(2), 183-211
• Usman, A., Azis, Y., Harsanto, B., & Azis, A. M. (2022). Airport service quality dimension and measurement: a systematic literature review and future research agenda. International Journal of Quality & Reliability Management, 39 (10), 2302-2322.
• Ünlü, U., Yalçın, N., & Yağlı, İ. (2017). Corporate Governance and Firm Performance: An Application on Bist 30 Firms with Topsis Method. Dokuz Eylul University the Journal of Graduate School of Social Sciences, 19(1), 63- 81.
• Yayar, R., & Baykara, H. V. (2012). An Implementation upon Efficiency and Productivity of Participation Banks with TOPSIS Method. Business and Economics Research Journal, 3(4), 21-42.