To demonstrate airline ranks in every criterion separately, Friedman test was performed. Due to the abnormality of data, Non-parametric tests were applied. Statistical analysis has been used in analyzing passenger responses. IranAir and Aseman airlines placed in the second and third rank, respectively, according to passenger's evaluation. Results demonstrated Mahan airline has got the best service quality performance rank in gaining passengers' satisfaction with delivery of high-quality services to its passengers, among the three major Iranian airlines. Three major Iranian airlines which have the most passenger transfer volumes in domestic and foreign flights were chosen for evaluation in this research. Fuzzy TOPSIS have been applied for ranking airlines service quality performances. This study includes fuzzy decision-making theory, considering the possible fuzzy subjective judgment of the evaluators during airline service quality evaluation. SSQAI questionnaire items were redesigned to adopt with Iranian airlines requirements and environmental circumstances in the Iran's economic and cultural context. After reviewing airline service quality criteria, SSQAI model was selected because of its comprehensiveness in covering airline service quality dimensions. In this study, a framework for measuring airline service quality in Iran is proposed. Until now a lot of researches has been performed in airline service quality evaluation in the world but a little research has been conducted in Iran, yet. This paper focuses on evaluating airline service quality from the perspective of passengers' view.
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