A hybrid fuzzy MADM method is proposed in this paper for evaluating airline service quality. Fuzzy set theory is used since it helps in measuring the ambiguity of concepts associated with human being’s subjective judgment. After reviewing service quality evaluation models especially in airline industry, SSQAI model was adopted as a construct for evaluating airline service quality in Iran. Fuzzy DEMATEL was applied to determine the degree of influence and impact of criteria on each other and extract cause and effect relations between them that helped in ranking criteria based on degree of relationship. Then, ANP network map was constructed based on the relation map generated from Fuzzy DEMATEL analysis. Fuzzy ANP approach assisted in prioritizing criteria based on the need for improvement and enabled in a more accurate measurement in decision making process taking the advantage of using linguistic variables. Fuzzy DEMATEL results demonstrates that expertise, Problem-solving, and conduct has the most influence on other factors and in opposite Valence, Waiting Time, Comfort are the factors which get the most impact from other factors and according to Fuzzy ANP analysis Valence, Convenience, Problem-solving, and Safety&Security are the factors with most priorities that need improvement.

This paper focuses on evaluating airline service quality from the perspective of passengers view. Until now a lot of researches has performed in airline service quality evaluation in the world but a little research has been conducted in Iran, yet. In this research a framework for measuring airline service quality in Iran is proposed. After reviewing airline service quality criteria, SSQAI model was selected because of its comprehensiveness in covering airline service quality dimensions. SSQAI questionnaire items were redesigned to adopt with Iranian airlines requirements and environmental circumstances in the Iran's economic and cultural context. This study includes fuzzy decision-making theory, considering the possible fuzzy subjective judgment of the evaluators during airline service quality evaluation. Fuzzy TOPSIS have been applied for ranking airlines service quality performances. Three major Iranian airlines which have the most passenger transfer volumes in domestic and foreign flights, were chosen for evaluation in this research. Results demonstrated Mahan airline has got the best service quality performance rank in gaining passengers' satisfaction with delivery of high quality services to its passengers, among the three major Iranian airlines. IranAir and Aseman airlines placed in the second and third rank, respectively, according to passenger's evaluation.Statistical analysis have been used in analyzing passenger responses. Due to abnormality of data, Non-parametric tests were applied. To demonstrate airline ranks in every criterion separately, Friedman test was performed. Variance analysis and Tukey test were applied to study the influence of increasing in age and educational level of passengers' on degree of their satisfaction from airline's service quality. Results showed that age has not significant relation with passenger satisfaction of airlines, however increasing in educational level demonstrated a negative impact on passengers' satisfaction from airline's service quality.

The airline sector is critical in today's globalized society, supporting the efficient movement of people and products worldwide. Airlines are continuously looking for methods to enhance their operational performance to remain competitive in the face of increased competition. This study focuses on the application of Multi-Criteria Decision Making (MCDM) techniques to improve low-cost carrier (LCC) also known or low-cost (budget) airlines' ground operational performance. MCDM techniques have gained considerable attention in recent years to address complex decision problems with multiple conflicting goals. This research aims to bridge this gap by proposing a comprehensive framework that combines MCDM techniques to enhance airline operational strategies to increase performance. The study utilizes qualitative and quantitative data, drawing on previously published materials on MCDM techniques in the aviation sector. It utilizes fuzzy Analytic Hierarchy Process (AHP) and fuzzy Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) methodologies. A case study is conducted to evaluate the ground operational performance of three airline companies based in Türkiye, considering five main criteria and 18 sub-criteria. The findings of this research will contribute to a comprehensive understanding of operational performance in the airline sector. It also highlights the implications and limitations of the research and suggests future research directions.

Cross-industry clusters are important for the economic prosperity of a region. However, studies are lacking to address competitive clusters among the aviation and tourism industries. Thus, this paper considers the case of both industries in terms of clusters and synergies formed. This research aim is to provide an understanding of both industries' protagonists' involvement in contributing to knowledge insights on the establishment of synergies or clusters among the two industries. Cyprus is highly dependent on tourism and aviation because they facilitate connectivity. The research is filled with semi-structured interviews with the main players and organizations of the airline and tourism industries (government bodies, airports, airlines, tour operators, and hotels). The results are indicative and suggest that, in a small geographical context, the notion of clusters involves a synergetic relationship among tourism stakeholders. Airlines’ role is important because it has an effect on all stakeholders involved in tourism.