An Integrated Neutrosophic and TOPSIS for Evaluating Airline Service Quality

This study applies the neutrosophic set theory to evaluate the service quality of the airline. This research offers a novel approach for assessing the service quality of airline under a group decision making (GDM) in a vague decision environment. The complexity of the selected decision criteria for the airline service quality is a significant feature of this analysis. To simulate these processes, a methodology that combines neutrosophic using bipolar numbers with the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) under GDM is suggested. Neutrosophic with TOPSIS approach is applied in the decision-making process to deal with the vagueness, incomplete data, and the uncertainty, considering the decisions criteria in the data collected by the decision-makers (DMs). Service quality is a composite of various attributes; among them, many intangible attributes are difficult to measure. This characteristic introduces the obstacles for respondent in replying to the survey. To overcome the issue, we invite neutrosophic set theory into the measurement of performance. We have added a real-life example in the research of how to evaluate airline service according to the opinion of experts. Through the solution of a numerical example, we present steps of how to formulate a problem in TOPSIS by neutrosophic. By applying TOPSIS in obtaining criteria weight and ranking, we found the most concerned aspects of service quality are tangible, and the least is empathy. The most concerned attribute is courtesy, safety, and comfort