HAVAYOLU FİRMALARI SEÇİMİ İÇİN BULANIK ÇOK KRİTERLİ BİR MODEL

Havayolu taşımacılığı hizmet sektöründe büyük bir paya sahip olan rekabetçi bir pazardır. Bu pazarda yer alan havayolu firma seçim problemi, özellikle hem nicel hem de nitel faktörlerden etkilenmesi hem de insanların sübjektif algılamaları ve tecrübelerinden dolayı ortaya çıkan belirsizlikler nedeniyle, müşteriler için gittikçe kompleks bir hale gelmektedir. Bu makalede belirsiz bir ortamda, müşteri isteklerine bağlı olarak havayolu firma seçimi için Kano Model (KM), Bulanık VIKOR ve Bulanık TOPSIS yöntemleri ile yeni bir bulanık çok kriterli bir model geliştirilmiştir. Bu model ile Türkiye’de faaliyet gösteren ve önemli pazar paylarına sahip beş havayolu firması değerlendirilmiştir. Değerlendirme sürecinde, ilk olarak, on adet müşteri isteği yani hizmet kriteri belirlenmiş ve KM kullanılarak bu kriterler arasından en önemli kriterin “uçuş güvenliği” kriteri olduğu ortaya çıkarılmıştır. Daha sonra, Bulanık VIKOR ve Bulanık TOPSIS yöntemleri ile yapılan karşılaştırmalı analiz sonucunda hizmet kriterlerini karşılama açısından en iyi havayolu firma alternatiflerinin sırasıyla A2 ve A1olduğu tespit edilmiştir. Çalışma kapsamında yapılan duyarlılık analizi ile önerilen modelin belirsiz bir ortamda seçim sürecini değerlendirmede etkili bir araç olduğu gösterilmiştir.

Anahtar Kelimeler:

Kano model, bulanık VIKOR, bulanık küme teorisi, hizmet sektörü, havayolu taşımacılığı

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