A New MCDM Approach in Evaluating Airport Service Quality: MEREC-Based MARCOS and CoCoSo Methods

Service quality is seen as an important corporate strategy to ensure competitive advantage. With the increase in demand for air transport, airports have become an important venue, which has brought the issue of airport service quality to the forefront. In airports, which are described as the doors of cities opening to the world, the quality of service is determined if the service provided to passengers coincides with the level of meeting the expectations of the passenger. In this context, within the scope of the study, it is aimed to measure the quality of service by evaluating 17 airports that are evaluated as five-star airports by Skytrax in 2021 based on 11 criteria. While the importance of the criteria was determined with MEREC from the MCDM methods, the ranking of 17 airports according to the quality of service was obtained with MARCOS and CoCoSo methods. Criteria used to assess the quality of service of airports; transportation services, security screenings, immigration services, signs, arrival services, departure services, transfer passenger services, terminal comfort level, terminal facilities, shopping facilities and food/beverage services. As a result of the analysis made by the MEREC method, it was determined that the most important criterion affecting the quality of service at airports was the immigration services criterion. According to the joint results of both MARCOS and CoCoSo methods, it was determined that Chubu Centrair Airport was the airport that offered the best service quality to passengers, and Tokyo Haneda Airport was the last airport in terms of service quality.