Havalimanı işletmeciliğinde transit yolculara verilen hizmetin değerlemesi
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Beklenen ve algılanan hizmet kalitesininnasıl ölçülebileceği konusu, hizmet sektöründe faaliyet gösteren işletmelerinin en önemli konusu haline gelmiştir.Bu noktada, hizmet sektöründe önemli bir yere sahip olan havalimanıişletmeciliğinde müşteri beklenti ve algılanan hizmet kalitesinin doğru bir şekilde analiz edilerek ölçülebilmesi kritik önem taşımaktadır. Bu bağlamda araştırma; İstanbul Atatürk Havalimanı dış hatlar terminalinde transit yolculara sunulan hizmet kalitesini SERVQUAL Modeli ile ölçmeyi; yolcuların algılarını ve beklentilerini Fiziksel Görünüm, Güvenilirlik, İsteklilik, Teminat ve Empati olarak belirlenen beş hizmet kalitesi boyutunda tespit etmeyi ve algılanan hizmet kalite düzeyleri düşük boyutlar için iyileştirme önerilerini belirlemeyi amaçlamaktadır. Araştırma sonucunda elde edilen eşit ağırlıklı SERVQUAL skoru (0.064) ve ağırlıklı SERVQUAL skoru (0,070), "0" değerinin üzerinde pozitif çıkmıştır. Her iki skorun pozitif değeri göz önüne alındığında, İstanbul Atatürk Havalimanı'nın yolcu beklentilerini karşıladığı görülmüştür.Boyutlar bazında değerlendirildiğinde; transit yolcuların beklentilerini karşılamada en yüksek değeri alan hizmet kalitesi boyutununteminat boyutu olduğunu görülmüştür. Boyutlar bazında algılanan hizmet kalitesininkatılımcıların son 1 yıl içinde Atatürk Havalimanı'nda bulunma sayısı ve transit yolcu olma sayısı arasında anlamlı farklılık göstermediği tespit edilmiştir.
The issue of how expected and perceived service quality can be measured has become the most important issue of the businesses operating in the service sector. At this point, it is critically important that the customer expectations and perceived service quality can be accurately analyzed and measured in airport management, which has an important place in the field of service sector. Research in this context; To measure the service quality offered to transit passengers at the Istanbul Atatürk Airport international terminal with the SERVQUAL Model; It aims to identify the perceptions and expectations of passengers in terms of five service quality dimensions, which are determined as Physical Appearance, Reliability, Demand, Guarantee and Empathy, and to determine improvement suggestions for perceived service quality levels. As a result of the study, the equal weight of SERVQUAL score (0.064) and the weighted SERVQUAL score (0.070) were positive above 0.Considering the positive value of both scores, it was observed that Istanbul Atatürk Airport met the passenger expectations.When evaluated on the basis of dimensions; It was seen that the service quality dimension, which receives the highest value in meeting the expectations of transit passengers, is the collateral dimension.It was determined that the quality of service perceived on the basis of dimensions did not show a significant difference between the number of participants in the Atatürk Airport and the number of transit passengers in the last one year.
The issue of how expected and perceived service quality can be measured has become the most important issue of the businesses operating in the service sector. At this point, it is critically important that the customer expectations and perceived service quality can be accurately analyzed and measured in airport management, which has an important place in the field of service sector. Research in this context; To measure the service quality offered to transit passengers at the Istanbul Atatürk Airport international terminal with the SERVQUAL Model; It aims to identify the perceptions and expectations of passengers in terms of five service quality dimensions, which are determined as Physical Appearance, Reliability, Demand, Guarantee and Empathy, and to determine improvement suggestions for perceived service quality levels. As a result of the study, the equal weight of SERVQUAL score (0.064) and the weighted SERVQUAL score (0.070) were positive above 0.Considering the positive value of both scores, it was observed that Istanbul Atatürk Airport met the passenger expectations.When evaluated on the basis of dimensions; It was seen that the service quality dimension, which receives the highest value in meeting the expectations of transit passengers, is the collateral dimension.It was determined that the quality of service perceived on the basis of dimensions did not show a significant difference between the number of participants in the Atatürk Airport and the number of transit passengers in the last one year.
Açıklama
Anahtar Kelimeler
Sivil Havacılık, Civil Aviation, İşletme
