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Ranking of Airlines in Johor Bahru Using Fuzzy Multiple<br />

Criteria Decision Making (MCDM)<br />

Muhammad Hairul Haikal Bin Abdul Rahim<br />

Supervisor: Assoc. Prof. Dr. Abdul Fatah Bin Wahab<br />

Bachelor of Science (Financial Mathematics)<br />

School of Informatics and Applied Mathematics<br />

This study applies the fuzzy set theory to evaluate the service quality of airline. Service<br />

quality is a composite of various factor, among them many intangible factor is difficult to<br />

measure. This characteristic introduces the obstacles for respondent in replying to the<br />

survey. In order to overcome the issue, we invite fuzzy set theory into the measurement<br />

of performance. By applying AHP in obtaining criteria weight and TOPSIS in ranking, we<br />

found the most vital aspects of service quality are air fare and the least is customer<br />

service hotline. The most concerned attribute is departure and arrival time, inflight<br />

services, ground services and flyer program.<br />

825 | UMT UNDERGRADUATE RESEARCH DAY 2018

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