A FUZZY MULTICRITERIA MODEL FOR AIRLINE COMPANIES SELECTION

Airline transportation is a competitive market which has a big share in the service sector. Airline company selection problem, which takes part in this market, is getting a more complex problem for customers, according to the facts that it is impressed by both tangible and intangible factors, and vagueness arising from the subjective perceptions and experience of individuals. In this study, a new fuzzy multicriteria model is developed by the employment of Kano Model (KM), Fuzzy VIKOR and Fuzzy TOPSIS methods, for airline company selection problem according to the customer needs under a vague environment. In the evaluation process, ten customer needs, namely service criteria, are determined at first, and "flight security" criterion is selected to be the most important one by the KM. After that, the best airline companies are selected as A(2) and A(1) firms in the point of meeting the service criteria according to the comparative analysis of Fuzzy VIKOR and Fuzzy TOPSIS methods. As a result of sensitivity analysis realized in the end of the study, it is presented that the proposed approach is an effective tool to evaluate a selection process in a fuzzy environment.