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Higher demand for flights brings along new expectations and competition. In particular, airline companies are focused on service quality, knowing that it is a necessity to survive in a competitive market by meeting customer expectations. Hence, it is aimed that to analyze Airline Service Quality (ASQ) in Turkey. A SERVQUAL based model is developed and the criteria of the model is analyzed using group decision making (GDM) based intuitionistic fuzzy cognitive map (IFCM) approach. A real case is conducted in Turkey airline industry. By considering the hesitation, uncertainty and intuition of decision-making processes and the opinions of the decision makers, classical FCM approach is expanded to IF environment. Decision makers who are experts in Turkey airline industry, evaluate the relationship between the criteria. The importance ratings of the criteria are determined. Thanks to dynamic structure of IFCM, scenario analysis is performed to make strategic decisions. Originality of the paper is that it is the first study dealing with GDM based IFCM and SERVQUAL approach for ASQ in Turkey to the best of our knowledge.<\/jats:p>","DOI":"10.3233\/jifs-179454","type":"journal-article","created":{"date-parts":[[2019,10,15]],"date-time":"2019-10-15T15:11:20Z","timestamp":1571152280000},"page":"859-872","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":11,"title":["A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality"],"prefix":"10.1177","volume":"38","author":[{"given":"G\u00fcl\u00e7in","family":"B\u00fcy\u00fck\u00f6zkan","sequence":"first","affiliation":[{"name":"Department of Industrial Engineering, Galatasaray University, Faculty of Engineering and Technology, Istanbul, Turkey"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Celal Alpay","family":"Havle","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Galatasaray University, Graduate School of Science and Engineering, Istanbul, Turkey"},{"name":"Department of Professional Flight, \u00d6zye\u011fin University, Faculty of Aviation and Aeronautical Science, Istanbul, Turkey"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Orhan","family":"Feyzio\u011flu","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Galatasaray University, Faculty of Engineering and Technology, Istanbul, Turkey"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Fethullah","family":"G\u00f6\u00e7er","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Kahramanmara\u015f S\u00fct\u00e7\u00fc \u0130mam University, Faculty of Engineering and Architecture, Kahramanmara\u015f, Turkey"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2019,10,12]]},"reference":[{"key":"e_1_3_2_2_2","unstructured":"IATA IATA Annual Review 2018 https:\/\/www.iata.org\/publications\/Documents\/iata-annual-review-2018.pdf"},{"key":"e_1_3_2_3_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.jairtraman.2014.11.005"},{"key":"e_1_3_2_4_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.jairtraman.2014.10.001"},{"key":"e_1_3_2_5_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.jairtraman.2016.07.004"},{"key":"e_1_3_2_6_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.jairtraman.2015.12.004"},{"key":"e_1_3_2_7_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.jairtraman.2016.07.008"},{"issue":"2","key":"e_1_3_2_8_2","first-page":"39","article-title":"Attractive quality and must-be quality","volume":"14","author":"Kano N.","year":"1984","unstructured":"KanoN., SerakuN., TakahashiF. and TsujiS., Attractive quality and must-be quality, Hinshitsu Quality Journal of Japanese Society of Quality Control 14(2) (1984), 39\u201348.","journal-title":"Hinshitsu Quality Journal of Japanese Society of Quality Control"},{"key":"e_1_3_2_9_2","doi-asserted-by":"publisher","DOI":"10.1177\/002224298504900403"},{"key":"e_1_3_2_10_2","doi-asserted-by":"publisher","DOI":"10.1037\/h0061626"},{"key":"e_1_3_2_11_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2011.01.103"},{"key":"e_1_3_2_12_2","doi-asserted-by":"publisher","DOI":"10.1016\/S0020-7373(86)80040-2"},{"key":"e_1_3_2_13_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2012.02.014"},{"key":"e_1_3_2_14_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.asoc.2018.04.040"},{"key":"e_1_3_2_15_2","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2010.04.085"},{"key":"e_1_3_2_16_2","doi-asserted-by":"crossref","unstructured":"PapageorgiouE.I. and IakovidisD.K. 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