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dc.contributor.authorBuyukozkan, G.
dc.contributor.authorHavle, Celal Alpay
dc.contributor.authorFeyzioglu, O.
dc.date.accessioned2020-11-23T11:26:34Z
dc.date.available2020-11-23T11:26:34Z
dc.date.issued2020-07
dc.identifier.issn0969-6997en_US
dc.identifier.urihttp://hdl.handle.net/10679/7128
dc.identifier.urihttps://www.sciencedirect.com/science/article/abs/pii/S0969699719304752
dc.description.abstractToday, airline companies have to provide digital products and services to ensure customer satisfaction. Accordingly, classical service quality models are not sufficient to capture customer expectations, and new digital service quality (DSQ) models should emerge. This study aims to propose a new and genuine DSQ model. The proposed model consists of digital tangibles, reliability, digital interaction, digital trust, and customer-centricity dimensions; and 35 criteria related to them. Importance degrees of criteria are determined with the IVIF AHP method. The validity of the proposed model is verified, employing a real case concerning the Turkish airline industry. The results show that the most significant dimension is digital trust, and the three most important criteria are proactive customer service, cybersecurity, and customer insight.en_US
dc.description.sponsorshipGalatasaray University
dc.language.isoengen_US
dc.publisherElsevieren_US
dc.relation.ispartofJournal of Air Transport Management
dc.rightsrestrictedAccess
dc.titleA new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHPen_US
dc.typeArticleen_US
dc.peerreviewedyesen_US
dc.publicationstatusPublisheden_US
dc.contributor.departmentÖzyeğin University
dc.contributor.authorID(ORCID 0000-0001-7729-2206 & YÖK ID 237676) Havle, Celal
dc.contributor.ozuauthorHavle, Celal Alpay
dc.identifier.volume86en_US
dc.identifier.wosWOS:000540243200005
dc.identifier.doi10.1016/j.jairtraman.2020.101817en_US
dc.subject.keywordsAir transportationen_US
dc.subject.keywordsAirlinesen_US
dc.subject.keywordsDigital service qualityen_US
dc.subject.keywordsDigital transformationen_US
dc.subject.keywordsIVIF AHPen_US
dc.subject.keywordsSERVQUALen_US
dc.identifier.scopusSCOPUS:2-s2.0-85084405744
dc.contributor.authorMale1
dc.relation.publicationcategoryArticle - International Refereed Journal - Institutional Academic Staff


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