Hava yolu işletmelerinde verilen kabin hizmetleri temel eğitimine ilişkin beklenen ve algılanan kalite düzeyinin karşılaştırılması: Türkiye örneği
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Ulaşım türleri arasında bulunan hava yolu taşımacılığı, teknoloji ile her gün gelişmekte ve uçuş ağını arttırmaktadır. Bireylere zaman kazandıran hava taşımacılığı, küreselleşen dünya ile rekabet edenlere olumlu bir katkı sağlar. Çalışanların hava taşımacılığındaki önemi gün geçtikçe artmaktadır. Kalifiye elemanlara sahip olmak havayolları için büyük önem taşımaktadır. Kabin memuru olmak isteyen bireyler pek çok özelliğe sahip olmak (güleryüz, temizlik, insan canlısı, dış görünüşüne önem vermek vb.) ve bu özellikleri doğrultusunda deneyim kazanabilmek için eğitim almak zorundadırlar. Sivil Havacılık Genel Müdürlüğü, hava yolu şirketlerinin eğitimini uluslararası standartlara uygun olarak tanımlamış ve sertifikalandırılmış kabin memurlarının ihtiyaçlarını dikkate almıştır. Hava yolu operasyonlarına ek olarak, meslek yüksekokullarında kabin memuru yetiştirilmesine karar verilmiştir. Bu çalışmada, hava yolu yolcu taşımacılığının önemli hizmet sürecini oluşturan kabin hizmetleri çalışanlarının aldıkları eğitimin beklenen ve algılanan kalite düzeyi karşılaştırılmaya çalışılmıştır. Nitel araştırma yaklaşımı ile 2018-2019 yılında eğitim gören kursiyerler üzerinde anket çalışması uygulanmıştır. Araştırma, yüz yüze anket uygulaması ile 404 kişi üzerinde yapılmış ve veriler SPPS 17 programında faktör analizine tabi tutulmuştur. Çalışmada 17 adet anket eksik veri sebebiyle çalışma dışında tutulmuştur. Çalışma sonucunda kursiyerlerin demografik özellikleri ile beklenen ve algılanan hizmet kalitesinde anlamlı bir farklılık olmadığı tespit edilmiştir.
Air transportation, which is among the transportation types, develops everyday with the technology and increases the flight network. Air transport, which saves people time, makes a positive contribution to the individuals who compete with the globalized world. The importance of employees in airtransportation is increasing day by day. Qualified staff is of great importance for airlines. Individuals who want to be a cabin officer have to have many features (smile, cleanliness, humanity, giving importance to the appearance of the outside etc.) and they have to receive training in order to gain experience in accordance with these features. The General Directorate of Civil Aviation has taken into account the needs of certified cabin officers who have completed the training of airline companies in accordance with international standards. In addition to the airline operations, it was decided to train cabin attendants in vocational high schools. In this study, the expected and perceived quality level of the training received by the cabin services employees, which constitute the important service process of airline passenger transportation, has been tried to be compared. A questionnaire was applied to the trainees studying in 2018-2019 with the qualitative research approach. The research was conducted on 404 people with face-to-face questionnaire application and the data were subjected to factor analysis in SPPS 17 program. In the study, 17 questionnaires were excluded due to missing data. As a result of the study, it was determined that the demographic characteristics of the trainees and the expected and perceived service quality did not differ significantly.
Air transportation, which is among the transportation types, develops everyday with the technology and increases the flight network. Air transport, which saves people time, makes a positive contribution to the individuals who compete with the globalized world. The importance of employees in airtransportation is increasing day by day. Qualified staff is of great importance for airlines. Individuals who want to be a cabin officer have to have many features (smile, cleanliness, humanity, giving importance to the appearance of the outside etc.) and they have to receive training in order to gain experience in accordance with these features. The General Directorate of Civil Aviation has taken into account the needs of certified cabin officers who have completed the training of airline companies in accordance with international standards. In addition to the airline operations, it was decided to train cabin attendants in vocational high schools. In this study, the expected and perceived quality level of the training received by the cabin services employees, which constitute the important service process of airline passenger transportation, has been tried to be compared. A questionnaire was applied to the trainees studying in 2018-2019 with the qualitative research approach. The research was conducted on 404 people with face-to-face questionnaire application and the data were subjected to factor analysis in SPPS 17 program. In the study, 17 questionnaires were excluded due to missing data. As a result of the study, it was determined that the demographic characteristics of the trainees and the expected and perceived service quality did not differ significantly.
Açıklama
Anahtar Kelimeler
Sivil Havacılık, Civil Aviation, İşletme
