I-Valued Neutrosophic AHP:An Application To Assess Airline Service Quality After Covid-19 Pandemy

Abstract

This study proposes the I-valued Neutrosophic AHP technique to evaluate airline service quality by determining importance priorities for passengers and generating recommendations to managers to allocate the most appropriate resource for increasing service quality and customer satisfaction. We also provide a list of what airline managers need to improve in resource allocation to increase service quality by taking customer satisfaction into account. This technique can be adapted for any industry where service quality depends on multiple attributes.