Service quality is widely recognized as a factor in an organization's success and as a way to gain a competitive advantage. Airport service quality is of great importance in the aviation industry. Customer satisfaction with services at the airport should be consistently measured and improved to encourage passengers to reuse the airport. In this manner, this paper aims to rank airports in terms of service quality by analyzing the data published by Skytrax (the international air transport rating organization) in 2023. Multiple criteria decision making (MCDM) is a convenient approach for evaluating airports with reference to criteria and proposing rankings of the airports according to their service quality. The alternatives are five-star airports, and they are evaluated according to 11 criteria, which are ground transportation, security screening, immigration service, wayfinding and signage, arrival, departure, transfer, terminal comfort, terminal facilities, shopping facilities, and food and beverage services. Firstly, the importance weights of criteria are acquired by using an objective weighting method, namely CRITIC (Criteria Importance Through Intercriteria Correlation). This method considers both standard deviations of criteria and correlations between criteria in weight determination. As a result, the airports are analyzed and ranked based on Proximity Indexed Value (PIV) method, which is one of the recently developed MCDM methods. This study gives the corresponding organizations information on their ranks and motivates them to take action to enhance their services. ORCID NO: 0000-0003-0091-6177
Anahtar Kelimeler: PIV, MCDM, Airport Service Quality, Decision Making
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