EVALUATION OF DIFFERENT CULTURES`PERCEPTIONS OF AIRLINE SERVICE QUALITY BY FIPIA WITH INFORMATION ENTROPY

This study was conducted to reveal intercultural differences in the assessment of airline service quality. The data obtained were evaluated with information entropy fuzzy importance-performance-impact analysis. Results that will be transformed into action for managers are obtained with this method. The existing literature does not take into account the perception of the manager in the evaluation of service quality. Airline business managers can thus make the most accurate decisions in resource allocation. The study was conducted with 956 participants. According to the results obtained, the perception of service quality of Turkish and Azerbaijani consumers is different despite cultural proximity. Managers, on the other hand, do not act by taking this difference into account. With the case study, the qualifications for which managers insert ignore into journalissuearticles values(1); allocate sufficient resources are determined insert ignore into journalissuearticles values(2); the qualifications that require more management focus have been determined insert ignore into journalissuearticles values(3); the qualifications for which they allocate more than necessary have been determined insert ignore into journalissuearticles values(4); the qualifications that need to be allocated resources have been determined. The most important contribution of this study is taking the airline service quality evaluations of different cultures from a multidimensional perspective.