[1] Oum, T. H., Yu, C., & Fu, X. (2003). A comparative analysis of productivity performance of the world’s major airports: summary report of the ATRS global airport benchmarking research report—2002. Journal of air transport management, 9(5), 285–297. https://doi.org/10.1016/S0969-6997(03)00037-1
[2] Fazeli, F., Husseinzadeh Kashan, A., & Heidary Dahooie, J. (2024). A data-driven model for ranking airlines using multicriteria decision-making and sentiment analysis. Industrial management journal, 16(4), 560–596. https://doi.org/10.22059/imj.2024.373514.1008133
[3] Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of air transport management, 42, 167–175. https://doi.org/10.1016/j.jairtraman.2014.10.001
[4] Liou, J. J. H., Tsai, C. Y., Lin, R. H., & Tzeng, G. H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of air transport management, 17(2), 57–61. https://doi.org/10.1016/j.jairtraman.2010.03.004
[5] Chang, Y. H., & Yeh, C. H. (2002). A survey analysis of service quality for domestic airlines. European journal of operational research, 139(1), 166–177. https://doi.org/10.1016/S0377-2217(01)00148-5
[6] Esmaeilzadeh Azar, A. M., Amin, R., & Khodaii, A. (2023). Review of the performance of Iranian airlines in the last 10 years. Civil and project journal, 5(10), 27–36. (In Persian). https://doi.org/10.22034/cpj.2023.430709.1236
[7] Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The tqm journal, 25(5), 520–532. https://doi.org/10.1108/TQM-11-2012-0092
[8] Perçin, S. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of air transport management, 68, 48–60. https://doi.org/10.1016/j.jairtraman.2017.07.004
[9] Faizi, K., & Tatari, S. (2004). Service Quality Improvement in IR Iran Air Flights (A survey based On Serv. Qual. Model). Tourism management studies, 2(5), 53–84. (In Persian). https://dor.isc.ac/dor/20.1001.1.23223294.1383.2.5.3.4
[10] Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in transportation business & management, 10, 26–32. https://doi.org/10.1016/j.rtbm.2014.04.001
[11] Jou, R. C., Lam, S. H., Kuo, C. W., & Chen, C. C. (2008). The asymmetric effects of service quality on passengers’ choice of carriers for international air travel. Journal of advanced transportation, 42(2), 179–208. https://doi.org/10.1002/atr.5670420205
[12] Archana, R., & Subha, M. V. (2012). A study on service quality and passenger satisfaction on Indian airlines. International journal of multidisciplinary research, 2(2), 50–63. https://d1wqtxts1xzle7.cloudfront.net/
[13] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50. (In Persian). https://doi.org/10.1177/002224298504900403
[14] Nejad Hajaali-Irani, F. (2008). Customer satisfaction management in government organizations. Tadbir jurnal, 197(19), 29–33. (In Persian). https://www.noormags.ir/
[15] Ban, H. J., & Kim, H. S. (2019). Understanding customer experience and satisfaction through airline passengers’ online review. Sustainability, 11(15), 4066. https://doi.org/10.3390/su11154066
[16] Janawade, V. (2011). Consumer perceptions of service quality of complex services: an application to airline alliances. RESER conference papers, hamburg (Vol. 112). https://doi.org/10.1108/09604520810871847?urlappend=%3Futm_source%3Dresearchgate
[17] Ryu, K., & Han, H. (2010). Influence of physical environment on disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. https://hdl.handle.net/20.500.14394/42481
[18] Horwitz, J. (2002). Seven keys to service strategy. Financial Times/Prentice Hall, 2000. https://books.google.nl/books/
[19] Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International journal of quality & reliability management, 11(9), 43–66. https://doi.org/10.1108/02656719410074297
[20] Aali, S. A. (2002). Customer Satisfaction. Tadbir journal, 130, 67–71. https://www.ambienteservizi.net/
[21] Rousta, A., Venous, D., & Ebrahimi, A. (2019). Marketing Management. Samt. https://www.ihm.se/
[22] Venus, D., & Safaiyan, M. (2005). Applied Bank marketing for Iranian Banks. Negha Danesh. https://www.gisoom.com/book/
[23] Aksoy, S., Atilgan, E., & Akinci, S. (2003). Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint. Journal of air transport management, 9(6), 343–351. https://doi.org/10.1016/S0969-6997(03)00034-6
[24] Rastgar, A., Maleki Minbashrazgah, M., & Ghazvini, H. (2022). The study of marketing activity in social media and customer intention affected by the mediator roles of perceived value and customer satisfaction. Journal of business administration researches, 13(26), 533–560. https://journals.yazd.ac.ir/article_2610_55f6c71ebedda9e4cf4cde0e268f5e01.pdf
[25] Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12–40. https://cir.nii.ac.jp/crid/1574231874748108288
[26] Hosseinpour, M., & Amini, M. (2021). The impact of customer satisfaction on low-cost airlines (Kermanshah Province). Journal of contemporary research in science and research, 3(24), 77–90. (In Persian). https://ensani.ir/file/download/article/1632125072-10230-24-7.pdf
[27] Baghani, Zadeh, F., Soltani, D., & Rozgah, M. M. (2016). Investigation of the Impact of service brand dimensions on brand loyalty in Banking Industry. Quarterly scientific-research journal of modern marketing research, 5(4), 119–138. (In Persian). https://nmrj.ui.ac.ir/article_17829.html
[28] Nazaria, A., Ghaderi, E., & Haghighi, A. (2010). The role of air transport in the development of the tourism industry with emphasis on Urmia International Airport. Quarterly scientific research journal of human geography, 2(3), 25–44. (In Persian). https://www.sid.ir/paper/177066/fa
[29] Karimi Majd, F. (2005). Review and critique of the status of civil aviation and air transport. The third aviation safety conference. Civilica, Tehran, Iran. (In Persian). https://civilica.com/doc/33619
[30] Dehghani, M., & Mansouri Moghadam, S. (2020). The new relationship between airports and airlines in the tourism industry. Tourism research and sustainable development journal, 4(6), 155-160. (In Persian). https://www.sid.ir/paper/525150/fa
[31] Shaw, S. (2011). Airline Marketing and Management.
[32] Bakır, M., Akan, Ş., & Durmaz, E. (2019). Exploring service quality of low-cost airlines in europe: an integrated mcdm approach. Economics and business review, 5(2), 109–130. https://doi.org/10.18559/ebr.2019.2.6
[33] Xie, H., Li, Y., Pu, Y., Zhang, C., & Huang, J. (2024). Evaluating airline service quality through a comprehensive text-mining and multi-criteria decision-making analysis. Journal of air transport management, 120, 102655. https://doi.org/10.1016/j.jairtraman.2024.102655
[34] da Rocha, P., & Gomes Costa, H. (2025). A totally non-compensatory multi-criteria method for evaluating and improving level of satisfaction (LoS): proposal and application on airport terminal of passengers. Available at SSRN 5129200. https://dx.doi.org/10.2139/ssrn.5129200
[35] Sarıgül, S. S., Ünlü, M., & Yaşar, E. (2023). A new MCDM approach in evaluating airport service quality: MEREC-based MARCOS and CoCoSo methods. Uluslararası yönetim akademisi dergisi, 6(1), 90-108. https://doi.org/10.33712/mana.1250335
[36] Gupta, H. (2018). Evaluating service quality of airline industry using hybrid best worst method and VIKOR. Journal of air transport management, 68, 35–47. https://doi.org/10.1016/j.jairtraman.2017.06.001
[37] Haghighi, M., & Nayebpour, H. (2017). Prioritizing of Iranian airlines by fuzzy synthetic evaluation and genetic algorithm. Industrial management journal, 9(3), 409–434. (In Persian). https://doi.org/10.22059/imj.2017.243719.1007328
[38] Ameli, A., & Fakhimi, F. (2012). Analysis of factors affecting the loyalty of Iran Air’s Frequent Flyer passengers. Tourism management studies, 6(16), 163–178. https://doi.org/10.22054/tms.2012.5095
[39] Tsafarakis, S., Kokotas, T., & Pantouvakis, A. (2018). A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement. Journal of air transport management, 68, 61–75. https://doi.org/10.1016/j.jairtraman.2017.09.010
[40] Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of air transport management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
[41] Banerjee, N., & Singh, R. (2013). An empirical study on measuring service quality in public and private airlines in India. ICRM 2013. https://www.researchgate.net/
[42] Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of air transport management, 57, 80–88. https://doi.org/10.1016/j.jairtraman.2016.07.008
[43] Hynes, D. M. K. (1998). Human factors research. Atlantic.
[44] Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism management, 23(2), 107–115. https://doi.org/10.1016/S0261-5177(01)00050-4
[45] Elliott, K. M., & Roach, D. W. (1993). Service quality in the airline industry: Are carriers getting an unbiased evaluation from consumers? Journal of professional services marketing, 9(2), 71–82. https://doi.org/10.1300/J090v09n02_06
[46] Pakdil, F., & Aydin, Ö. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of air transport management, 13(4), 229–237. https://doi.org/10.1016/j.jairtraman.2007.04.001
[47] Taheri, M., & Younesi, J. (2015). Construction and validation of a scale of satisfaction with the quality of air travel services. (In Persian). https://www.sid.ir/fa/VEWSSID/J_pdf/4008213941906.pdf
[48] Asgharpour, M. J. (1998). Multi-criteria decision making. Tehran University. (In Persian). https://www.gisoom.com/book/
[49] Cebi, S. (2013). Determining importance degrees of website design parameters based on interactions and types of websites. Decision support systems, 54(2), 1030–1043. https://doi.org/10.1016/j.dss.2012.10.036
[50] Nematollahi Sarvestani, S. (2013). Medical tourism as a component of Israel’s soft power. Regional studies, (49), 75–92. https://www.noormags.ir/
[51] Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality: The customer’s voice. In Service quality: new directions in theory and practice (pp. 72–94). SAGE Publications, Inc. https://doi.org/10.4135/9781452229102.n3
