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AIRPORT SERVICE QUALITY IN THE COVID-19 PROCESS: ANALYSIS OF AIRPORTS IN TURKEY

Year 2021, Volume 39, Issue Covid 19 Özel Sayısı, 15 - 37, 30.11.2021
https://doi.org/10.17065/huniibf.907174

Abstract

The Covid-19 epidemic, which started in late 2019, adversely affected many sectors, especially the airline industry. In this process, airlines resorted to the practices such as reducing the number of flights, removing aircraft with high operating costs from the fleet and halting flights to some flight routes to reduce the negative effects of Covid-19. The Covid-19 process has also affected the relationship between the airline and the airport, which are the most important stakeholders of the air transport industry. There have been some changes in the demands and expectations of the airlines regarding the service quality from the airports. In this study, the importance of the services offered at airports in the Covid-19 process for airlines has been examined. In this way, it is aimed to reveal the factors that airlines care about during the Covid-19 process. The fuzzy AHP method was used in the study. The findings of the study indicate that the weight criteria of reliability (0.442) and physical assets 0.278, respectively, have the highest degree of importance. The findings also reveal that the responsiveness (0.030) criterion has the lowest value.

References

  • Airports Council International (ACI) (2021), ACI World Publishes Year-End COVID-19 Economic Impact Analysis, 20 Atalık 2020, https://aci.aero/2020/12/08/aci-world-publishes-year-end-covid-19-economic-impact-analysis/, E.T.: 15.02.2021.
  • Adler, N., V. Liebert, E. Yazhemsky (2013) “Benchmarking Airports from a Managerial Perspective”, Omega (United Kingdom), 41(2), 442–458. https://doi.org/10.1016/j.omega.2012.02.004
  • Akca, M. (2020), "Covid-19’un Havacılık Sektörüne Etkisi", Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi (ASEAD), 7(4), 45–64. www.asead.com
  • Anagnostopoulos, K. P., M., A. P. Gratziou Vavatsikos (2007), “Using the Fuzzy Analytic Hierarchy Process for Selecting Wastewater Facilities at Prefecture Level”, European Water, 19(20), 15–24.
  • Ater, I. (2012), “Internalization of Congestion at US Hub Airports”, Journal of Urban Economics, 72(2–3), 196–209. https://doi.org/10.1016/j.jue.2012.05.004
  • Bağci, B., F. Çitak, Y. Şişman (2020), "Koronavirüs Pandemisinin Havayolu Şirketlerinin Hisse Senetleri Üzerine Etkisi: Kantil-Kantil Regresyon Modeli Uygulaması", Gaziantep Üniversitesi Sosyal Bilimler Dergisi, 19 (Covid-19 Özel Sayısı), 429–446.
  • Bellman. R.E., L.A. Zadeh (1970), “Decision-Making in a Fuzzy Environment”, Management Science”, 17(4),141–164.
  • Buckley, J. J. (1985), “Fuzzy Hierarchical Analysis”, Fuzzy Sets and Systems, 17(3), 233–247. https://doi.org/10.1016/0165-0114(85)90090-9
  • Cavusoglu, S. S., R. Macário (2021), “Minimum Delay or Maximum Efficiency? Rising Productivity of Available Capacity at Airports Review of Current Practice and Future Needs”, Journal of Air Transport Management, 90, 101947. https://doi.org/10.1016/j.jairtraman.2020.101947
  • Crosby, P. B. (1979), Quality is Free: The Art of Making Quality Certain, New York: New American Library.
  • Eroğlu, K. (2013), “Hizmet Kalitesi Algısının Kurumsal İmaja Etkisi Üzerine Hizmet Sektöründe Bir Araştırma”, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 13(4), 29-46.
  • Forsyth, P., C. Guiomard, H. M. Niemeier (2020), “Covid −19: The Collapse in Passenger Demand and Airport Charges”, Journal of Air Transport Management, 89, 101932, https://doi.org/10.1016/j.jairtraman.2020.101932
  • Gillen, D., Lall, A. (1997), “Developing Measures of Airport Productivity and Performance: An Application of Data Envelopment Analysis”, Transportation Research Part E: Logistics and Transportation Review, 33(4), 261–273. https://doi.org/10.1016/S1366-5545(97)00028-8
  • Havle, C. A., B. Kılıç (2019), “A Hybrid Approach Based on the Fuzzy AHP and HFACS Framework for Identifying and Analyzing Gross Navigation Errors During Transatlantic flights”, Journal of Air Transport Management, 76, 21–30. https://doi.org/10.1016/j.jairtraman.2019.02.005
  • Hsieh, T.Y., Lu, S.T., Tzeng, G.H., (2004), “Fuzzy MCDM Approach for Planning and Design Tenders Selection in Public Office Buildings”, International Journal of Project Management; 22, 573-584.
  • Janic, M., A. Reggiani (2002), “An Application of the Multiple Criteria Decision Making (MCDM) Analysis to the Selection of a New Hub Airport”, European Journal of Transport and Infrastructure Research, 2(2/3), https://doi.org/10.18757/ejtir.2002.2.2.3692
  • Kağan Albayrak, M. B., İ. Ç. Özcan, R. Can, F. Dobruszkes (2020), “The Determinants of Air Passenger Traffic at Turkish Airports”, Journal of Air Transport Management, 86(July 2019), https://doi.org/10.1016/j.jairtraman.2020.101818
  • Kahraman, C., S. Ç. Onar, B. Öztayşi (2018), “B2C Marketplace Prioritization Using Hesitant Fuzzy Linguistic AHP”, International Journal of Fuzzy Systems, 20(7), 2202–2215. https://doi.org/10.1007/s40815-017-0429-4
  • Kaufmann, A., M. M. Gupta (1988), Fuzzy Mathematical Models in Engineering and Management Science, North Holland, Amsterdam.
  • Kaufmann, A., M.M. Gupta (1991), Introduction to Fuzzy Arithmetic, Van Nostrand, New York.
  • Kazançoğlu, Y., İ. (2013), “Benchmarking Service Quality Performance of Airlines in Turkey”, Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 8(1), 59- 91.
  • Lai, P. L., A., Potter, M. Beynon, A. Beresford (2015), “Evaluating the Efficiency Performance of Airports Using an Integrated AHP/DEA-AR Technique”, Transport Policy, 42, 75–85. https://doi.org/10.1016/j.tranpol.2015.04.008
  • Lewis, R. C., B. H. Booms (1983), “The Marketing Aspects of Service Quality”, Emerging Perspectives on Services Marketing, 65(4), 99-107. Liou, J. J., C. H. Tang, W. C.Yeh, C. Y. Tsai (2011), “A Decision Rules Approach for Improvement of Airport Service Quality”, Expert Systems with Applications, 38(11), 13723-13730.
  • Lopes, I., A. M. G. Rodrigues (2007), “Intangible Assets Identification and Valuation – a Theoretical Framework Approach to the Portuguese Airlines Companies”, The Electronic Journal of Knowledge Management, 5(2), 193-202.
  • Macit, A., D. Macit (2021), "Türk Sivil Havacılık Sektöründe Covid-19 Pandemisinin Yönetimi", Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi (ASEAD), 8(2), 160–173.
  • Martín, J. C., C. Román (2006), “A Benchmarking Analysis of Spanish Commercial Airports, A Comparison between SMOP and DEA Ranking Methods”, Networks and Spatial Economics, 6(2), 111–134. https://doi.org/10.1007/s11067-006-7696-1
  • Merkert, R., A. G. Assaf (2015), “Using DEA Models to Jointly Estimate Service Quality Perception and Profitability - Evidence from International Airports”, Transportation Research Part A: Policy and Practice, 75, 42–50. https://doi.org/10.1016/j.tra.2015.03.008
  • Nakamura, H., S. Managi (2020), “Airport Risk of Importation and Exportation of the KOVİD-19 Pandemic”, Transport Policy, 96, 40–47. https://doi.org/10.1016/j.tranpol.2020.06.018
  • Okumuş, A., H. Asil (2007), “Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi”, İstanbul Üniversitesi İşletme Fakültesi İşletme Dergisi, 36(2), 07–29.
  • Oum, T. H., C. Yu, X. Fu (2003), “A Comparative Analysis of Productivity Performance of the World’s Major Airports: Summary Report of the ATRS Global Airport Benchmarking Research Report 2002”, Journal of Air Transport Management, 9, 285–297, http://dx.doi.org/10.1016/S0969-6997(03)00037-1
  • Öztürk, S. A. (2010), Hizmet Pazarlaması: Kuram, Uygulama ve Örnekler, Ekin Yayınevi.
  • Pabedinskaitė, A., V. Akstinaitė (2014), “Evaluation of the Airport Service Quality”, Procedia-Social and Behavioral Sciences, 110, 398-409.
  • Pacheco, R. R., E., Fernandesde, M. P. Sequeira Santos (2006), “Management Style and Airport Performance in Brazil”, Journal of Air Transport Management, 12(6), 324–330, https://doi.org/10.1016/j.jairtraman.2006.07.010
  • Parasuraman, A., V. A. Zeithaml, L. L. Berry (1985), “A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, 49(4), 41-50.
  • Reynolds-Feighan, A. J., K. J. Button (1999), “An Assessment of the Capacity and Congestion Levels at European Airports”, Journal of Air Transport Management, 5(3), 113–134. https://doi.org/10.1016/S0969-6997(99)00006-X
  • Rodríguez-Sanz, Á., Comendador, F. G., Valdés, R. A., Pérez-Castán, J., Montes, R. B., Serrano, S. C. (2019), “Assessment of Airport Arrival Congestion and Delay: Prediction and Reliability”, Transportation Research Part C: Emerging Technologies, 98, 255–283, https://doi.org/10.1016/j.trc.2018.11.015
  • Saaty, T. L. (1980), The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation, MacGraw-Hill.
  • Serrano, F., A. Kazda (2020), “The Future of Airports Post COVİD-19”, Journal of Air Transport Management, 89, 101900. https://doi.org/10.1016/j.jairtraman.2020.101900
  • Singh, A., A. Prasher (2019), “Measuring Healthcare Service Quality from Patients’ Perspective: Using Fuzzy AHP Application”, Total Quality Management and Business Excellence, 30(3–4), 284–300, https://doi.org/10.1080/14783363.2017.1302794
  • Tseng, K. J., J. F. Ho, Y. J. Liu (2008), “A Study on the Performance Evaluation of Major International Airports in the World”, Journal of Modelling in Management.
  • Tuchen, S., M. Arora, L. Blessing (2020), “Airport User Experience Unpacked: Conceptualizing its Potential in the Face of COVID-19”, Journal of Air Transport Management, 89, 101919. https://doi.org/10.1016/j.jairtraman.2020.101919
  • Vreedenburgh M. (1999), “Airport Operational Efficiency, International Civil Aviation Organization Airport Privatization Seminar/Forum for the NAM/CAR/SAM Regions”, Guatemala, Guatemala City, http://legacy.icao.int/icao/en/ro/nacc/aps/05_vreedenburgh.pdf
  • Wanke, P., C. P., Barros, O. R. Nwaogbe (2016), “Assessing Productive Efficiency in Nigerian Airports Using Fuzzy-DEA”, Transport Policy, 49, 9–19, https://doi.org/10.1016/j.tranpol.2016.03.012
  • Wyman, O. (2012), Guide to Airport Performance Measures, Airports Council International, Montreal: Oliver Wyman Inc.
  • Yangınlar, G., F., Tuna (2020), “Havayolu Taşımacılığında Hizmet Kalitesinin Kurumsal İmaj, Müşteri Memnuniyeti ve Müşteri Sadakati Üzerindeki Etkisi”, İşletme Araştırmaları Dergisi, 12(1), 173-187.
  • Yıldız, O., T.S. Erdil (2013), “Türkiye Havayolu Yolcu Taşımacılığı Sektöründe Hizmet Kalitesinin Karşılaştırmalı Ölçümlenmesi”, Öneri Dergisi, 10(39), 89-100.
  • Yıldırır, S.C. (2015), “Havayolu Taşımacılığında Rekabet Unsurlarının Değişkenliği ve Hizmet İnovasyonu İle Müşteri Memnuniyetinin Artırılması: Yeni Bir “Mil+Süre Puanı” Uygulaması, İşletme Araştırmaları Dergisi, 7(1), 340-359.
  • Yu, M. M. (2010), “Assessment of Airport Performance Using the SBM-NDEA Model”, Omega, 38(6), 440–452. https://doi.org/10.1016/j.omega.2009.11.003
  • Zadeh, L. A. (1965), “Fuzzy Sets”, Information and Control, 8(3), 338–353, https://doi.org/10.1016/S0019-9958(65)90241-X

KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ

Year 2021, Volume 39, Issue Covid 19 Özel Sayısı, 15 - 37, 30.11.2021
https://doi.org/10.17065/huniibf.907174

Abstract

2019 yılının sonlarına doğru baş gösteren Covid-19 salgını, başta havayolu endüstrisi olmak üzere birçok sektörü olumsuz olarak etkilemiştir. Bu süreçte havayolları, Covid-19’un olumsuz etkilerini azaltmak amacıyla sefer sayısını azaltma, işletim maliyetleri yüksek olan uçakları filodan ayırma ve bazı uçuş rotalarına seferleri durdurma gibi uygulamalara başvurmuştur. Covid-19 süreci hava taşımacılığı endüstrisinin en önemli paydaşları olan havayolu ile havaalanı arasındaki ilişkiyi de etkilemiştir. Havayollarının, havalimanlarından hizmet kalitesi ile ilgili istek ve beklentilerinde birtakım değişiklikler meydana gelmiştir. Bu çalışmada Covid-19 sürecinde havaalanlarında sunulan hizmetlerin, havayolları açısından önemi incelenmiştir. Bu sayede Covid-19 sürecinde havayollarının önem atfettikleri faktörlerin ortaya çıkarılması hedeflenmektedir. Çalışma kapsamında bulanık AHP yönteminden yararlanılmıştır. Çalışmanın bulguları, sırasıyla güvenilirlik (0,442) ve fiziki varlıklar 0,278 ağırlık kriterlerinin en yüksek önem derecesine sahip olduğunu göstermektedir. Bulgular aynı zamanda cevap verebilirlik (0,030) kriterinin en düşük değerde olduğunu ortaya koymaktadır.

References

  • Airports Council International (ACI) (2021), ACI World Publishes Year-End COVID-19 Economic Impact Analysis, 20 Atalık 2020, https://aci.aero/2020/12/08/aci-world-publishes-year-end-covid-19-economic-impact-analysis/, E.T.: 15.02.2021.
  • Adler, N., V. Liebert, E. Yazhemsky (2013) “Benchmarking Airports from a Managerial Perspective”, Omega (United Kingdom), 41(2), 442–458. https://doi.org/10.1016/j.omega.2012.02.004
  • Akca, M. (2020), "Covid-19’un Havacılık Sektörüne Etkisi", Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi (ASEAD), 7(4), 45–64. www.asead.com
  • Anagnostopoulos, K. P., M., A. P. Gratziou Vavatsikos (2007), “Using the Fuzzy Analytic Hierarchy Process for Selecting Wastewater Facilities at Prefecture Level”, European Water, 19(20), 15–24.
  • Ater, I. (2012), “Internalization of Congestion at US Hub Airports”, Journal of Urban Economics, 72(2–3), 196–209. https://doi.org/10.1016/j.jue.2012.05.004
  • Bağci, B., F. Çitak, Y. Şişman (2020), "Koronavirüs Pandemisinin Havayolu Şirketlerinin Hisse Senetleri Üzerine Etkisi: Kantil-Kantil Regresyon Modeli Uygulaması", Gaziantep Üniversitesi Sosyal Bilimler Dergisi, 19 (Covid-19 Özel Sayısı), 429–446.
  • Bellman. R.E., L.A. Zadeh (1970), “Decision-Making in a Fuzzy Environment”, Management Science”, 17(4),141–164.
  • Buckley, J. J. (1985), “Fuzzy Hierarchical Analysis”, Fuzzy Sets and Systems, 17(3), 233–247. https://doi.org/10.1016/0165-0114(85)90090-9
  • Cavusoglu, S. S., R. Macário (2021), “Minimum Delay or Maximum Efficiency? Rising Productivity of Available Capacity at Airports Review of Current Practice and Future Needs”, Journal of Air Transport Management, 90, 101947. https://doi.org/10.1016/j.jairtraman.2020.101947
  • Crosby, P. B. (1979), Quality is Free: The Art of Making Quality Certain, New York: New American Library.
  • Eroğlu, K. (2013), “Hizmet Kalitesi Algısının Kurumsal İmaja Etkisi Üzerine Hizmet Sektöründe Bir Araştırma”, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 13(4), 29-46.
  • Forsyth, P., C. Guiomard, H. M. Niemeier (2020), “Covid −19: The Collapse in Passenger Demand and Airport Charges”, Journal of Air Transport Management, 89, 101932, https://doi.org/10.1016/j.jairtraman.2020.101932
  • Gillen, D., Lall, A. (1997), “Developing Measures of Airport Productivity and Performance: An Application of Data Envelopment Analysis”, Transportation Research Part E: Logistics and Transportation Review, 33(4), 261–273. https://doi.org/10.1016/S1366-5545(97)00028-8
  • Havle, C. A., B. Kılıç (2019), “A Hybrid Approach Based on the Fuzzy AHP and HFACS Framework for Identifying and Analyzing Gross Navigation Errors During Transatlantic flights”, Journal of Air Transport Management, 76, 21–30. https://doi.org/10.1016/j.jairtraman.2019.02.005
  • Hsieh, T.Y., Lu, S.T., Tzeng, G.H., (2004), “Fuzzy MCDM Approach for Planning and Design Tenders Selection in Public Office Buildings”, International Journal of Project Management; 22, 573-584.
  • Janic, M., A. Reggiani (2002), “An Application of the Multiple Criteria Decision Making (MCDM) Analysis to the Selection of a New Hub Airport”, European Journal of Transport and Infrastructure Research, 2(2/3), https://doi.org/10.18757/ejtir.2002.2.2.3692
  • Kağan Albayrak, M. B., İ. Ç. Özcan, R. Can, F. Dobruszkes (2020), “The Determinants of Air Passenger Traffic at Turkish Airports”, Journal of Air Transport Management, 86(July 2019), https://doi.org/10.1016/j.jairtraman.2020.101818
  • Kahraman, C., S. Ç. Onar, B. Öztayşi (2018), “B2C Marketplace Prioritization Using Hesitant Fuzzy Linguistic AHP”, International Journal of Fuzzy Systems, 20(7), 2202–2215. https://doi.org/10.1007/s40815-017-0429-4
  • Kaufmann, A., M. M. Gupta (1988), Fuzzy Mathematical Models in Engineering and Management Science, North Holland, Amsterdam.
  • Kaufmann, A., M.M. Gupta (1991), Introduction to Fuzzy Arithmetic, Van Nostrand, New York.
  • Kazançoğlu, Y., İ. (2013), “Benchmarking Service Quality Performance of Airlines in Turkey”, Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Dergisi, 8(1), 59- 91.
  • Lai, P. L., A., Potter, M. Beynon, A. Beresford (2015), “Evaluating the Efficiency Performance of Airports Using an Integrated AHP/DEA-AR Technique”, Transport Policy, 42, 75–85. https://doi.org/10.1016/j.tranpol.2015.04.008
  • Lewis, R. C., B. H. Booms (1983), “The Marketing Aspects of Service Quality”, Emerging Perspectives on Services Marketing, 65(4), 99-107. Liou, J. J., C. H. Tang, W. C.Yeh, C. Y. Tsai (2011), “A Decision Rules Approach for Improvement of Airport Service Quality”, Expert Systems with Applications, 38(11), 13723-13730.
  • Lopes, I., A. M. G. Rodrigues (2007), “Intangible Assets Identification and Valuation – a Theoretical Framework Approach to the Portuguese Airlines Companies”, The Electronic Journal of Knowledge Management, 5(2), 193-202.
  • Macit, A., D. Macit (2021), "Türk Sivil Havacılık Sektöründe Covid-19 Pandemisinin Yönetimi", Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi (ASEAD), 8(2), 160–173.
  • Martín, J. C., C. Román (2006), “A Benchmarking Analysis of Spanish Commercial Airports, A Comparison between SMOP and DEA Ranking Methods”, Networks and Spatial Economics, 6(2), 111–134. https://doi.org/10.1007/s11067-006-7696-1
  • Merkert, R., A. G. Assaf (2015), “Using DEA Models to Jointly Estimate Service Quality Perception and Profitability - Evidence from International Airports”, Transportation Research Part A: Policy and Practice, 75, 42–50. https://doi.org/10.1016/j.tra.2015.03.008
  • Nakamura, H., S. Managi (2020), “Airport Risk of Importation and Exportation of the KOVİD-19 Pandemic”, Transport Policy, 96, 40–47. https://doi.org/10.1016/j.tranpol.2020.06.018
  • Okumuş, A., H. Asil (2007), “Hizmet Kalitesi Algılamasının Havayolu Yolcularının Genel Memnuniyet Düzeylerine Olan Etkisinin İncelenmesi”, İstanbul Üniversitesi İşletme Fakültesi İşletme Dergisi, 36(2), 07–29.
  • Oum, T. H., C. Yu, X. Fu (2003), “A Comparative Analysis of Productivity Performance of the World’s Major Airports: Summary Report of the ATRS Global Airport Benchmarking Research Report 2002”, Journal of Air Transport Management, 9, 285–297, http://dx.doi.org/10.1016/S0969-6997(03)00037-1
  • Öztürk, S. A. (2010), Hizmet Pazarlaması: Kuram, Uygulama ve Örnekler, Ekin Yayınevi.
  • Pabedinskaitė, A., V. Akstinaitė (2014), “Evaluation of the Airport Service Quality”, Procedia-Social and Behavioral Sciences, 110, 398-409.
  • Pacheco, R. R., E., Fernandesde, M. P. Sequeira Santos (2006), “Management Style and Airport Performance in Brazil”, Journal of Air Transport Management, 12(6), 324–330, https://doi.org/10.1016/j.jairtraman.2006.07.010
  • Parasuraman, A., V. A. Zeithaml, L. L. Berry (1985), “A Conceptual Model of Service Quality and its Implications for Future Research”, Journal of Marketing, 49(4), 41-50.
  • Reynolds-Feighan, A. J., K. J. Button (1999), “An Assessment of the Capacity and Congestion Levels at European Airports”, Journal of Air Transport Management, 5(3), 113–134. https://doi.org/10.1016/S0969-6997(99)00006-X
  • Rodríguez-Sanz, Á., Comendador, F. G., Valdés, R. A., Pérez-Castán, J., Montes, R. B., Serrano, S. C. (2019), “Assessment of Airport Arrival Congestion and Delay: Prediction and Reliability”, Transportation Research Part C: Emerging Technologies, 98, 255–283, https://doi.org/10.1016/j.trc.2018.11.015
  • Saaty, T. L. (1980), The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation, MacGraw-Hill.
  • Serrano, F., A. Kazda (2020), “The Future of Airports Post COVİD-19”, Journal of Air Transport Management, 89, 101900. https://doi.org/10.1016/j.jairtraman.2020.101900
  • Singh, A., A. Prasher (2019), “Measuring Healthcare Service Quality from Patients’ Perspective: Using Fuzzy AHP Application”, Total Quality Management and Business Excellence, 30(3–4), 284–300, https://doi.org/10.1080/14783363.2017.1302794
  • Tseng, K. J., J. F. Ho, Y. J. Liu (2008), “A Study on the Performance Evaluation of Major International Airports in the World”, Journal of Modelling in Management.
  • Tuchen, S., M. Arora, L. Blessing (2020), “Airport User Experience Unpacked: Conceptualizing its Potential in the Face of COVID-19”, Journal of Air Transport Management, 89, 101919. https://doi.org/10.1016/j.jairtraman.2020.101919
  • Vreedenburgh M. (1999), “Airport Operational Efficiency, International Civil Aviation Organization Airport Privatization Seminar/Forum for the NAM/CAR/SAM Regions”, Guatemala, Guatemala City, http://legacy.icao.int/icao/en/ro/nacc/aps/05_vreedenburgh.pdf
  • Wanke, P., C. P., Barros, O. R. Nwaogbe (2016), “Assessing Productive Efficiency in Nigerian Airports Using Fuzzy-DEA”, Transport Policy, 49, 9–19, https://doi.org/10.1016/j.tranpol.2016.03.012
  • Wyman, O. (2012), Guide to Airport Performance Measures, Airports Council International, Montreal: Oliver Wyman Inc.
  • Yangınlar, G., F., Tuna (2020), “Havayolu Taşımacılığında Hizmet Kalitesinin Kurumsal İmaj, Müşteri Memnuniyeti ve Müşteri Sadakati Üzerindeki Etkisi”, İşletme Araştırmaları Dergisi, 12(1), 173-187.
  • Yıldız, O., T.S. Erdil (2013), “Türkiye Havayolu Yolcu Taşımacılığı Sektöründe Hizmet Kalitesinin Karşılaştırmalı Ölçümlenmesi”, Öneri Dergisi, 10(39), 89-100.
  • Yıldırır, S.C. (2015), “Havayolu Taşımacılığında Rekabet Unsurlarının Değişkenliği ve Hizmet İnovasyonu İle Müşteri Memnuniyetinin Artırılması: Yeni Bir “Mil+Süre Puanı” Uygulaması, İşletme Araştırmaları Dergisi, 7(1), 340-359.
  • Yu, M. M. (2010), “Assessment of Airport Performance Using the SBM-NDEA Model”, Omega, 38(6), 440–452. https://doi.org/10.1016/j.omega.2009.11.003
  • Zadeh, L. A. (1965), “Fuzzy Sets”, Information and Control, 8(3), 338–353, https://doi.org/10.1016/S0019-9958(65)90241-X

Details

Primary Language Turkish
Subjects Social
Journal Section Articles
Authors

Kasım KİRACI (Primary Author)
İSKENDERUN TEKNİK ÜNİVERSİTESİ
0000-0002-2061-171X
Türkiye


Sedat BAŞTUĞ
İSKENDERUN TEKNİK ÜNİVERSİTESİ
0000-0002-7121-2882
Türkiye


Ercan AKAN
İSKENDERUN TEKNİK ÜNİVERSİTESİ
0000-0003-0383-8290
Türkiye

Publication Date November 30, 2021
Application Date March 31, 2021
Acceptance Date October 22, 2021
Published in Issue Year 2021, Volume 39, Issue Covid 19 Özel Sayısı

Cite

Bibtex @research article { huniibf907174, journal = {Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi}, issn = {1301-8752}, eissn = {1309-6338}, address = {}, publisher = {Hacettepe University}, year = {2021}, volume = {39}, number = {Covid 19 Özel Sayısı}, pages = {15 - 37}, doi = {10.17065/huniibf.907174}, title = {KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ}, key = {cite}, author = {Kiracı, Kasım and Baştuğ, Sedat and Akan, Ercan} }
APA Kiracı, K. , Baştuğ, S. & Akan, E. (2021). KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ . Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi , Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi , 15-37 . DOI: 10.17065/huniibf.907174
MLA Kiracı, K. , Baştuğ, S. , Akan, E. "KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ" . Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 39 (2021 ): 15-37 <https://dergipark.org.tr/en/pub/huniibf/issue/65979/907174>
Chicago Kiracı, K. , Baştuğ, S. , Akan, E. "KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ". Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 39 (2021 ): 15-37
RIS TY - JOUR T1 - KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ AU - Kasım Kiracı , Sedat Baştuğ , Ercan Akan Y1 - 2021 PY - 2021 N1 - doi: 10.17065/huniibf.907174 DO - 10.17065/huniibf.907174 T2 - Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi JF - Journal JO - JOR SP - 15 EP - 37 VL - 39 IS - Covid 19 Özel Sayısı SN - 1301-8752-1309-6338 M3 - doi: 10.17065/huniibf.907174 UR - https://doi.org/10.17065/huniibf.907174 Y2 - 2021 ER -
EndNote %0 Hacettepe University Journal of Economics and Administrative Sciences KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ %A Kasım Kiracı , Sedat Baştuğ , Ercan Akan %T KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ %D 2021 %J Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi %P 1301-8752-1309-6338 %V 39 %N Covid 19 Özel Sayısı %R doi: 10.17065/huniibf.907174 %U 10.17065/huniibf.907174
ISNAD Kiracı, Kasım , Baştuğ, Sedat , Akan, Ercan . "KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ". Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 39 / Covid 19 Özel Sayısı (November 2021): 15-37 . https://doi.org/10.17065/huniibf.907174
AMA Kiracı K. , Baştuğ S. , Akan E. KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2021; 39(Covid 19 Özel Sayısı): 15-37.
Vancouver Kiracı K. , Baştuğ S. , Akan E. KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2021; 39(Covid 19 Özel Sayısı): 15-37.
IEEE K. Kiracı , S. Baştuğ and E. Akan , "KOVİD-19 SÜRECİNDE HAVALİMANI HİZMET KALİTESİ: TÜRKİYE HAVALİMANLARI ANALİZİ", Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol. 39, no. Covid 19 Özel Sayısı, pp. 15-37, Nov. 2021, doi:10.17065/huniibf.907174

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