@article{article_259800, title={SERVICE QUALITY PERCEPTION IN SERVICE SECTOR: AN APPLICATION IN AIRLINE CHECK-IN SERVICES}, journal={Journal of Management Marketing and Logistics}, volume={3}, pages={156–162}, year={2016}, DOI={10.17261/Pressacademia.2016219943}, author={Kagnicioglu, Celal Hakan and Ozdemir, Emircan}, keywords={Check-in,airline,service quality,SERVQUAL,gap analysis}, abstract={<p style="margin:0cm 0cm 0pt;text-align:justify;"> <span style="line-height:115%;font-size:8pt;"> <span style="font-family:Calibri;">Check-in is the first step of the service provided by airline and it can reach up to %80 of the whole waiting time in terminal. Passengers leave their baggage and take their boarding cards in this stage. Service provided by airline starts with check-in. Probable delays in this stage can affect whole process. Evaluation of the airline service from the perspective of passenger is an issue beginning from check-in step. In our study, check-in process is focused and factors affecting service quality perception are examined. SERVQUAL scale is used in order to measure expectations and perceptions of passengers. Under 5 main components of SERVQUAL scale, 17 items are prepared proper to check-in service. Data is collected conducting 412 face to face questionnaires on dates of September 11-14, 2015 at Antalya International Airport. In consequence of study, factors affecting service quality perception, expectation gaps and time related issues are revealed. </span> </span> </p>}, number={2}, publisher={Dilek TEKER}