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

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.