Abstract

There have been major changes in air transport. A new era called Aviation 4.0 has begun with the rise of contemporary digital technologies such as artificial intelligence and the internet of things. This has resulted in efficiency, security, lower costs, digitization, operational efficiency and customer experience. Aviation 4.0, dominated by digitization and digital transformation, has become a time of radical change. One of these changes can be seen in customers, who are the backbone of the industry. Digital technologies have completely changed customer expectations, behavior and perceptions of service quality. Classic service quality has given way to digital service quality (DSQ). Therefore, the purpose of this research is to strategically analyze DSQ from the perspective of Aviation 4.0. Fuzzy Analytic Hierarchy Process (FAHP) is used to prioritize DSQ criteria. A case study has been conducted in Turkish aviation industry to validate the study.