COVID-19 döneminde Dalaman havalimanında sağlık önlemlerine yönelik yolcu tutumları için dijital çözümlerin değerlendirilmesi

Abstract

COVID-19 salgını sırasında Ulaştırma ve Altyapı Bakanlığı ve havayolu şirketleri virüsün yayılmasını önlemek ve bulaşma riskini azaltmak için çeşitli önlemler aldı. Uygulanan çeşitli önlemler arasında, havalimanı terminallerinde yolcular ve yer hizmetleri personeli arasındaki teması en aza indirmek için dijital teknolojilerden yararlananlar özellikle dikkat çekiciydi. Self-servis teknolojileri sadece zaman ve mekân verimliliğini artırmakla kalmıyor, aynı zamanda kişiler arası teması da en aza indiriyor. Bu araştırma, Dalaman Havalimanı'nda uygulanan COVID-19 tedbirlerinin yolcu memnuniyeti üzerindeki olumlu etkisini değerlendirmeyi ve dijital teknolojilerin bu etkideki rolünü incelemeyi amaçlamaktadır. Bu amaçla, Ekim ve Kasım 2023 tarihleri arasında Dalaman Havalimanı'nda en az 415 yolcuyla yüz yüze anketler gerçekleştirilmiştir. Elde edilen veriler, COVID-19 ölçümlerinin ve dijital teknolojilerin yolcu memnuniyeti üzerindeki etkilerini belirlemek için SPSS programı kullanılarak analiz edilmiştir. Araştırma, memnuniyet, dijitalleşme ve rahatsızlığı azaltan önlemler arasındaki ilişkileri incelemek için faktör analizi, güvenilirlik analizi, korelasyon ve regresyon analizleri, önemli ölçüde pozitif ilişkiler ortaya koymaktadır. Sonuç olarak bu araştırma, havalimanı yönetimine teknoloji yatırımlarını ve müşteri hizmetleri politikalarını yolcu memnuniyetini merkeze alarak yeniden düzenlemesini önermektedir. Dijitalleşme çabaları, yolcuların yeni normlara daha iyi uyum sağlamasını kolaylaştırabilir ve daha güvenli ve konforlu bir seyahat deneyimi sağlayabilir. Araştırma ayrıca, daha geniş bir havalimanı ve yolcu demografisi yelpazesinde genelleştirilmiş bulgulara sahip gelecekteki çalışmaların, dijital teknolojilerin havacılık sektöründe nasıl daha etkili bir şekilde kullanılabileceğine dair daha kapsamlı bir anlayış geliştireceğini vurgulamaktadır.

Keywords

• Covid-19 Önlemleri
• Dijital Teknolojiler
• Self-Servis Teknolojileri
• Yer Hizmetleri Etkileşimi
• Yolcu Memnuniyeti

Evaluation of digital solutions for passenger attitudes towards health measures at Dalaman airport during COVID-19 period

Abstract

During the COVID-19 pandemic, the Ministry of Transport and Infrastructure and airline companies implemented various measures to prevent the spread of the virus and reduce the risk of transmission. Among the various measures implemented, those utilizing digital technologies to minimize contact between passengers at airport terminals and ground services personnel have been particularly noteworthy. Self-service technologies not only enhance time and space efficiency but also minimize interpersonal contact. This research aims to evaluate the positive impact of COVID-19 measures implemented at Dalaman Airport on passenger satisfaction and to examine the role of digital technologies in this effect. To this end, face-to-face surveys were conducted with at least 415 passengers at Dalaman Airport between October and November 2023. The data obtained were analyzed using the SPSS program to determine the effects of COVID-19 measures and digital technologies on passenger satisfaction. The research factor analysis, reliability analysis, correlation, and regression analyses to examine the relationships between satisfaction, digitization, and measures reducing discomfort, revealing significantly positive relationships. As a result, this research recommends airport management to realign technology investments and customer service policies centered on passenger satisfaction. Digitalisation efforts can facilitate passengers to better adapt to new norms and provide a safer and more comfortable travel experience. The research also highlights that future studies with generalized findings across a wider range of airports and passenger demographics will develop a more comprehensive understanding of how digital technologies can be used more effectively in the aviation sector.

Keywords

• Covid-19 Measures
• Digital Technologies
• Ground Service Interaction
• Passenger Satisfaction
• Self-Service Technologies

References

1. IATA. IATA / UPU Warn of Air Capacity Shortage. https://www.iata.org/en/pressroom (4 May 2024)
2. Heiets, I. and Xie, Y. 2021. The impact of the COVID-19 pandemic on the aviation industry. Journal of Aviation, 5(2), 111-126.
3. IATA. Air Passenger Market Analysis. (n.d.). https://www.iata.org/en/publications/economics/ (4 May 2024)
4. Sun, X., Zheng, C., Wandelt, S. and Zhang, A. 2023. Air transportation and COVID-19: A tale with three episodes. Transport Economics and Management, 1, 13-21.
5. Filipiak, D., Matyjaszkiewicz, M. A., Zalewski, P. and Postek, J. 2023. Impact of the COVID-19 pandemic on air transport. Defence Sciences Review, 16, 1-15.
6. KováČiková, K., Sedláčková, A. N., Novák, A. and Remencová, T. 2023. The quality of airport services in the wake of the COVID-19 pandemic. 2023 Smart City Symposium Prague (SCSP), 25-26 May, Prague, Czech Republic, 1-6.
7. Mendonça de Moraes, C. The impact of the pandemic effect on the aviation in the environmental quality of the air transport and travelers, in: Ali, Z. A., Cvetković, D., Aeronautics - New Advances, IntechOpen, 2022.
8. Kaya, M. and Ateş, S. S. Human resources in aviation in the COVID-19 era, in: Kurnaz, S., Rodrigues, A. A. B., Bowyer, M. D., Challenges and Opportunities for Aviation Stakeholders in a Post-Pandemic World, IGI Global, 2023, 64-83.

9. Blišťanová, M., Tirpáková, M. and Brůnová, Ľ. 2021. Overview of safety measures at selected airports during the COVID-19 pandemic. Sustainability, 13(15), 8499.
10. Ceyhan Günay, A. and Maral, B. 2023. The impact of COVID-19 pandemic on the marketing strategies of Turkish airline companies. Nişantaşı Üniversitesi Sosyal Bilimler Dergisi, 11(1), 158-173.
11. Şen, G. and Bütün, E. 2021. The impact of COVID-19 outbreak on the aviation sector: The alternative of the gig economy. Journal of Aviation Research, 3(1), 106-127.
12. Annaç Göv, S. and Erbay, N. 2021. The effects of the COVID-19 pandemic on the aviation industry and strategies: Opinions of Turkish aviation academics. European Journal of Managerial Research (EUJMR), 5(9), 326-341.
13. Genc, M. and Işıktaş, S. 2022. The effect of COVID-19 pandemic to workers and customers of Turkish aviation sector: Swot analysis. International Journal of Arts and Social Studies, 5(8), 44-65.
14. Aydın, A. 2021. ARIMA modeli ile COVID-19 salgınının Türkiye hava taşımacılığı sektörü üzerindeki etkilerinin analizi. Ardahan Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 3(2), 118-127.
15. Akkanat, F. 2021. 2020 yılında COVID-19’un Türkiye’deki havalimanları uçuş istatistiklerine etkisi ve bu etkinin havalimanı sahiplik durumuyla ilişkisi. Balıkesir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 2(2), 129-143.
16. Kurt, Y. 2020. COVID-19 crisis in air transportation: Passengers and human resources protection measures. Gaziantep University Journal of Social Sciences, 19(COVID-19 Special Issue), 191-211.
17. Pehlivanoğlu, F., Emikönel, M. and İnce, M. R. 2023. First period effect of COVID-19 on international aviation tourism. Karamanoglu Mehmetbey University Journal of Social and Economic Research, 25(45), 808-825.
18. Chutiphongdech, T., Apiluckserbsakul, N., Choktanasukarn, K. and Phengkona, J. 2023. Strategic responses for the airline business during the COVID-19 pandemic: A review of past crises. ABAC Journal, 43(3).
19. Alsalous, O. and Hotle, S. 2023. Airport scheduling and operational performance: A clustering analysis of airport response to COVID-19. AIAA Aviation 2023 Forum, 12-16 June, San Diego, CA, USA.
20. Wu, X., Fu, X., Lei, Z. and Wang, K. 2023. Impact of the COVID-19 pandemic on multi-airport systems worldwide. Journal of the Air Transport Research Society, 1(1), 117-135.
21. Annaç Göv, S. Air transportation management and the effects of digital transformation strategies, in: Akkaya, B., Tabak, A., Two Faces of Digital Transformation, Emerald Publishing Limited, Leeds, 2023,141-155.
22. Mızrak, F. and Akkartal, G. R. Strategic management of digital transformation processes in the aviation industry: Case of Istanbul Airport, in: Russ, M., Cases on Enhancing Business Sustainability Through Knowledge Management Systems, IGA Global, Hershey, PA, USA, 2023, 154-177.
23. Yusriza, F. A. Digital advancements in airline catering sector, in: Hassan, A., Rahman, N.A.A., Technology Application in Aviation, Tourism and Hospitality, Springer, Singapore, 2023, 89-100.
24. Alomar, I. and Yatskiv (Jackiva), I. 2023. Digitalization in aircraft maintenance processes. Aviation, 27(2), 86–94.
25. Okuneye, B. A. and Ogunyomi-Oluyomi, O. O. 2022. The role of digitalization in the airline industry performance amid COVID-19: Evidence from Emirate Airline balanced scorecard performance. Izvestiya Journal of Varna University of Economics, 66 (1-2), 5-21.
26. Brida, J. G., Moreno-Izquierdo, L. and Zapata-Aguirre, S. 2016. Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas. Tourism Management Perspectives, 20, 209-216.
27. Airport digital transformation handbook, Second edition, ACI, 2021.
28. Ku, E. C. S. and Chen, C-D. 2013. Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan Airport. Journal of Air Transport Management, 32, 87-94.
29. Chang, H-L. and Yang, C-H. 2008. Do airline self-service check-in kiosks meet the needs of passengers? Tourism Management, 29(5), 980-993.
30. Curran, J. M. and Meuter, M. L. 2005. Self-service technology adoption: Comparing three technologies. The Journal of Services Marketing, 19(2), 103-113.
31. Jarrell, J. 2007. Self-service kiosks: Museum pieces or here to stay? Journal of Airport Management, 2(1), 23-29.
32. Zhibing, X. and Xinming, W. 2012. The research of China’s civil aviation passenger multi-channel service technology platform. Physics Procedia, 33, 417423.
33. Lee, W., Castellanos, C. and Choi, H. S. C. 2012. The effect of technology readiness on customers' attitudes toward self-service technology and its adoption: The empirical study of U.S. airline self-service check-in kiosks. Journal of Travel & Tourism Marketing, 29(8), 731-743.
34. Moon, H. G., Lho, H. L. and Han, H. 2021. Self-check-in kiosk quality and airline non-contact service maximization: How to win air traveler satisfaction and loyalty in the post-pandemic world? Journal of Travel & Tourism Marketing, 38(4), 383-398.
35. Abay, Ş. and Akkılıç, M. E. 2020. The effect of perceived value on brand loyalty in online clothing shopping: A study. TUJOM, 5(2), 141-157.
36. Nakip, M. Marketing Research Techniques and SPSS Supported Applications, Seçkin Yayıncılık, Ankara, 2006.
37. İslamoğlu, A. H., and Alnıaçık, Ü. Research Methods in Social Sciences (SPSS Applied), Fifth edition, Beta Publications, Istanbul, 2016.
38. İslamoğlu, A. H. Research Methods in Social Sciences, Beta Publications, Istanbul, 2009.
39. Yıldırım, G. 2023. “The effect of the digitalization process in the banking sector on customer experience and service quality”. Master thesis, Marmara University, Institute of Social Sciences, Istanbul, Turkey.
40. Ramli, S., Wan Abdul Hamid, W. N. N. and Mohd Tan, A. 2023. Knowledge sharing behaviour is critical for business continuity in a pandemic. International Journal of Advanced Research in Economics and Finance, 5(2), 75-90.
41. Muthahharah, T., Widiawati, W. and Baitillah, N. 2023. The post pandemic education: A blended learning approach for teaching and learning in higher education in new normal era. International Journal of Ethno-sciences and Education Research, 3(2), 99-108.