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Çocuklu Yolcuların Havacılık İşletmelerine Yönelik Beklenti ve Memnuniyetlerinin Araştırılması

Year 2019, Volume: 12 Issue: 1, 120 - 132, 23.01.2019
https://doi.org/10.25287/ohuiibf.440325

Abstract

Ülkemizde havacılık sektöründe, özellikle 2003
yılından sonra yaşanan hızlı gelişimlerle, birçok kişi seyahatlerinde
havayolunu tercih etmeye başlamıştır. Çocuklu yolcular da zaman ve hız
avantajından dolayı, havacılık hizmetlerini daha fazla talep etmektedir.
Çocuklu yolcuların diğer yolculara nazaran, farklı ihtiyaç ve beklentileri
olabilmektedir. Bu nedenle bu yolcuların havalimanı ve havayolu işletmelerinden
beklentilerinin tespit edilmesi son derece önemlidir. Böylece çocuklu
yolcuların ihtiyaçları karşılanarak, memnuniyetlerinin arttırılması söz konusu
olabilecektir. Dolayısıyla bu çalışmada, literatürde çok fazla araştırılmamış
olan, bu yolcu grubunun, havalimanı ve havayolu işletmelerinden beklenti ve
memnuniyetleri incelenmiştir. Bu kapsamda çocuklu yolcuların, nitel ve nicel
araştırma yöntemlerinden yararlanarak, ihtiyaç ve beklentileri tespit edilmeye
çalışılmıştır. Nicel verilerin analizinde, T-Test ve ANOVA analizlerinden
yararlanılmıştır.  Analiz sonuçlarına
göre; cinsiyeti kadın olan çocuklu yolcuların memnuniyet düzeyi, erkeklere
kıyasla ve yüksek eğitim seviyesine sahip çocuklu yolcuların beklentileri,
diğer gruplara kıyasla nispeten daha yüksektir. Ayrıca çocuklu yolcuların
eğitim seviyesi ve uçuş sıklığı arttıkça, havacılık işletmelerinin hizmetlerine
yönelik memnuniyetleri azalmaktadır. Araştırma sonuçlarına göre, sektörde yer alan
işletmelere çeşitli önerilerde bulunulmuştur.

References

  • Ali, R., Leifu, G., YasirRafiq, M. & Hassan, M. (2015). Role of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction. The Journal of Applied Business Research, 31 (4), 1425-1436.
  • Almsalam, S. (2014). The effects of customer expectation and perceived service quality on customer satisfaction. International Journal of Business and Management Invention, 3 (8), 79-84.
  • Anderson, E. (1998). Customer satisfaction and word-of-mouth. Journal of Service Research, 1(1), 1-14.
  • Aymankuy, Y. & Ceylan, U. (2013). Ailelerin turistik ürün satın alma karar sürecinde çocukların rolü (Yerli turistler üzerinde bir araştırma). Elektronik Sosyal Bilimler Dergisi, 12 (45), 105-122.
  • Bayol, M.P., Foye, A., Tellier, C. & Tenenhaus, M. (2000). Use of PLS path modelling to estimate the European consumer satisfaction index (ECSI) model. Statistica Applicata, 12 (3), 361-375.
  • Bolton, R. N., Kannan, P.K. & Bramlett, M. D. (2000). Implications of loyalty program membership and service experience for customer retention and value. Journal of the Academy of Marketing Science, 28 (1), 95-108.
  • Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30 (February), 7-27.
  • Büyüköztürk, Ş. (2010). Sosyal bilimler için veri analizi el kitabı. Ankara: Pegem Akademi.
  • Chow, C.K.W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39-47.
  • Chou, J.-S., & Kim, C. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36 (3), 6945-6955.
  • Clow, K. E. & Beisel, J. L. (1995). Managing consumer expectations of low-margin, high-volume services. Journal of Services Marketing, 9 (1), 33–46.
  • Coye, R. W. (2004). Managing customer expectations in the service encounter. International Journal of Services Industry Management, 15 (1), 54–71.
  • Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55-68.
  • Çatı, K., Koçoğlu, C.M. & Gelibolu, L. (2010). Müşteri beklentileri ile müşteri sadakati arasındaki ilişki: Beş yıldızlı bir otel örneği. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19 (1), 429-446.
  • Emir, O. & Pekyaman, A. (2010). Çocuklu ailelerin otel işletmesi seçiminde etkili olan faktörler: Afyonkarahisar’da bir uygulama. Yönetim ve Ekonomi Dergisi, 17 (2), 159-181.
  • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56 (January), 6 – 21.
  • Gures, N., Arslan, S. & Yucel Tun, S. (2014). Customer expectation, satisfaction and loyalty relationship in Turkish airline industry. International Journal of Marketing Studies, 6 (1), 66-74.
  • Güreş, N., Arslan, S. & Yılmaz, H. (2015). Havayolu sektöründe elektronik hizmet kalitesi, yolcu memnuniyeti ve yolcu sadakati ilişkisi. Journal of Management, Marketing & Logistics, 2 (1), 44-56.
  • Hsieh, Y., Yuan, S. & Kuo, R. (2011). A PSO-based intelligent service dispatching mechanism for customer expectation management. Expert Systems with Applications, 38 (2011), 12128–12141.
  • Kurtz, D. L. & Clow, K. E. (1992–1993). Managing consumer expectations of services. The Journal of Marketing Management, 2 (Fall/Winter), 19–25.
  • Morgan, N.A., Anderson, E.W. & Mittal, V. (2005). Understanding firms' customer satisfaction information. Journal of Marketing, 69 (3), 131-151.
  • Moslehpour, M., Wong, W.K., Lin, Y.H. & Nguyen, T.L.H. (2017). Top purchase intention priorities of Vietnamese low cost carrier passengers: Expectations and satisfaction. Eurasian business review, October, 1-19.
  • Nadiri, H., Hussain, K., Ekiz, E. H. & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal, 20 (3), 265–280.
  • Nykiel, R. A. (2005). Hospitality management strategies. New Jersey: Upper Saddle River.
  • Oliver, R.L. (1999). Whence consumer loyalty. Journal of Marketing, 63 (Special Issue), 33-44.
  • Pakdil, F. & Aydın, O. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13, 229–237.
  • Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32 (3), 39-48.
  • Park, J.W., Robertson, R. & Wu, C.L. (2004). The effect of airline service quality on passengers' behavioral intentions: A Korean case study. Journal of Air Transport Management, 10, 435-439.
  • Pitt, L. F. & Jeantrout, B. (1994). Management of customer expectations in service firms: A study and a checklist. Service Industries Journal, 14(2), 170–190.
  • Reinartz, W.J. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67 (January), 77-99.
  • Russ, K. R. (2006). Consumer expectation formation in health care services: A psycho-social model. Yayınlanmamış Doktora tezi, Louisiana State University, Amerika Birleşik Devletleri.
  • Sandıkçı, M. (2007). Müşteri memnuniyeti ölçülmesi ve Sandıklı Hüdai Kaplıcasında bir alan araştırması. Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 9 (11), 39-63.
  • Setiawan, B. (2014). Customer satisfaction index model on three level of socioeconomic status in Bogor case study: Customer satisfaction on branded cooking oil product. Asean Marketing Journal, VI (1), 15-24.
  • Tse, D. K. & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25, 204–212.
  • Yılmaz, A. (2007). Aile turizmine yönelik hizmet veren otel işletmelerinde hizmet kalitesi: Antalya bölgesinde Türk ve Alman turistlere yönelik bir araştırma. Yayınlanmamış Yüksek Lisans tezi, Anadolu Üniversitesi Sosyal Bilimler Enstitüsü, Eskişehir, Türkiye.
  • Yüksel, A. & Rimmington, M. (1998). Customer-satisfaction measurement: Performance counts. Cornell Hotel and Restaurant Administration Quarterly, 39 (6), 60-70.
  • Wu, P.H., Huang, C.Y. & Chou, C.K. (2014). Service expectation, perceived service quality and customer satisfaction in food and beverage industry. The International Journal of Organizational Innovation, 7 (1), 171-180.
  • İnternet Kaynakları
  • Amsterdam Schiphol Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.schiphol.nl/en/
  • Chicago O’hare Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.airport-ohare.com/
  • Devlet Hava Meydanları İşletmesi Genel Müdürlüğü. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: www.dhmi.gov.tr
  • İstanbul Atatürk Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.ataturkairport.com/tr-TR/HavalimaniRehberi/Pages/LoungeHizmetleri.aspx
  • Londra Heathrow Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.heathrow.com/
  • Münih Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.munich-airport.com/
  • Paris Charles de Gaulle Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.parisaeroport.fr/en
  • Sabiha Gökçen Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.sabihagokcen.aero/yolcu-ve-ziyaretciler/hizmetlerimiz/cip-ve-lounge-hizmeti/isg-cip-lounge
  • Tayvan Taipei Taoyuan Uluslararası Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.taoyuan-airport.com/english
  • Türkiye İstatistik Kurumu (2018). İstatistiklerle çocuk, 2017. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.tuik.gov.tr/PreHaberBultenleri.do?id=27596

Searching the Expectations and Satisfaction of Passengers with Children Towards Aviation Companies

Year 2019, Volume: 12 Issue: 1, 120 - 132, 23.01.2019
https://doi.org/10.25287/ohuiibf.440325

Abstract

In the aviation sector of our country,
especially with the rapid developments since 2003, many people have started to
prefer the airline on their travels. Due to time and speed advantages,
passengers with children have
also preferred aviation services more. Passengers with children may have
different needs and expectations compared to other passengers. Therefore, it is
very important to determine the expectations of these passengers from airports
and airlines. Thus, the needs of passengers with children can be met and their
satisfaction can be increased. Therefore, in this study, the expectations and
satisfaction of this group of passengers, which has not been investigated much
in the literature, were examined. In this context, by taking advantages of
qualitative and quantitative research methods, needs and expectations of
passengers with children have been determined. In the analysis of quantitative
data, T-Test and ANOVA analyses were used. According to the analysis results,
the satisfaction level of women passengers with children is higher than those
of men and the expectations of
passengers with higher education level are much more
than those of other groups. In addition, as education levels and flight
frequency of passengers with children increase, the satisfaction level for the
services of aviation enterprises decreases. According to the results of the
research, various suggestions have been made to the operators in the sector.

References

  • Ali, R., Leifu, G., YasirRafiq, M. & Hassan, M. (2015). Role of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction. The Journal of Applied Business Research, 31 (4), 1425-1436.
  • Almsalam, S. (2014). The effects of customer expectation and perceived service quality on customer satisfaction. International Journal of Business and Management Invention, 3 (8), 79-84.
  • Anderson, E. (1998). Customer satisfaction and word-of-mouth. Journal of Service Research, 1(1), 1-14.
  • Aymankuy, Y. & Ceylan, U. (2013). Ailelerin turistik ürün satın alma karar sürecinde çocukların rolü (Yerli turistler üzerinde bir araştırma). Elektronik Sosyal Bilimler Dergisi, 12 (45), 105-122.
  • Bayol, M.P., Foye, A., Tellier, C. & Tenenhaus, M. (2000). Use of PLS path modelling to estimate the European consumer satisfaction index (ECSI) model. Statistica Applicata, 12 (3), 361-375.
  • Bolton, R. N., Kannan, P.K. & Bramlett, M. D. (2000). Implications of loyalty program membership and service experience for customer retention and value. Journal of the Academy of Marketing Science, 28 (1), 95-108.
  • Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30 (February), 7-27.
  • Büyüköztürk, Ş. (2010). Sosyal bilimler için veri analizi el kitabı. Ankara: Pegem Akademi.
  • Chow, C.K.W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39-47.
  • Chou, J.-S., & Kim, C. (2009). A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea. Expert Systems with Applications, 36 (3), 6945-6955.
  • Clow, K. E. & Beisel, J. L. (1995). Managing consumer expectations of low-margin, high-volume services. Journal of Services Marketing, 9 (1), 33–46.
  • Coye, R. W. (2004). Managing customer expectations in the service encounter. International Journal of Services Industry Management, 15 (1), 54–71.
  • Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55-68.
  • Çatı, K., Koçoğlu, C.M. & Gelibolu, L. (2010). Müşteri beklentileri ile müşteri sadakati arasındaki ilişki: Beş yıldızlı bir otel örneği. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 19 (1), 429-446.
  • Emir, O. & Pekyaman, A. (2010). Çocuklu ailelerin otel işletmesi seçiminde etkili olan faktörler: Afyonkarahisar’da bir uygulama. Yönetim ve Ekonomi Dergisi, 17 (2), 159-181.
  • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56 (January), 6 – 21.
  • Gures, N., Arslan, S. & Yucel Tun, S. (2014). Customer expectation, satisfaction and loyalty relationship in Turkish airline industry. International Journal of Marketing Studies, 6 (1), 66-74.
  • Güreş, N., Arslan, S. & Yılmaz, H. (2015). Havayolu sektöründe elektronik hizmet kalitesi, yolcu memnuniyeti ve yolcu sadakati ilişkisi. Journal of Management, Marketing & Logistics, 2 (1), 44-56.
  • Hsieh, Y., Yuan, S. & Kuo, R. (2011). A PSO-based intelligent service dispatching mechanism for customer expectation management. Expert Systems with Applications, 38 (2011), 12128–12141.
  • Kurtz, D. L. & Clow, K. E. (1992–1993). Managing consumer expectations of services. The Journal of Marketing Management, 2 (Fall/Winter), 19–25.
  • Morgan, N.A., Anderson, E.W. & Mittal, V. (2005). Understanding firms' customer satisfaction information. Journal of Marketing, 69 (3), 131-151.
  • Moslehpour, M., Wong, W.K., Lin, Y.H. & Nguyen, T.L.H. (2017). Top purchase intention priorities of Vietnamese low cost carrier passengers: Expectations and satisfaction. Eurasian business review, October, 1-19.
  • Nadiri, H., Hussain, K., Ekiz, E. H. & Erdoğan, Ş. (2008). An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline. The TQM Journal, 20 (3), 265–280.
  • Nykiel, R. A. (2005). Hospitality management strategies. New Jersey: Upper Saddle River.
  • Oliver, R.L. (1999). Whence consumer loyalty. Journal of Marketing, 63 (Special Issue), 33-44.
  • Pakdil, F. & Aydın, O. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13, 229–237.
  • Parasuraman, A., Berry, L. L. & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32 (3), 39-48.
  • Park, J.W., Robertson, R. & Wu, C.L. (2004). The effect of airline service quality on passengers' behavioral intentions: A Korean case study. Journal of Air Transport Management, 10, 435-439.
  • Pitt, L. F. & Jeantrout, B. (1994). Management of customer expectations in service firms: A study and a checklist. Service Industries Journal, 14(2), 170–190.
  • Reinartz, W.J. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67 (January), 77-99.
  • Russ, K. R. (2006). Consumer expectation formation in health care services: A psycho-social model. Yayınlanmamış Doktora tezi, Louisiana State University, Amerika Birleşik Devletleri.
  • Sandıkçı, M. (2007). Müşteri memnuniyeti ölçülmesi ve Sandıklı Hüdai Kaplıcasında bir alan araştırması. Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 9 (11), 39-63.
  • Setiawan, B. (2014). Customer satisfaction index model on three level of socioeconomic status in Bogor case study: Customer satisfaction on branded cooking oil product. Asean Marketing Journal, VI (1), 15-24.
  • Tse, D. K. & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25, 204–212.
  • Yılmaz, A. (2007). Aile turizmine yönelik hizmet veren otel işletmelerinde hizmet kalitesi: Antalya bölgesinde Türk ve Alman turistlere yönelik bir araştırma. Yayınlanmamış Yüksek Lisans tezi, Anadolu Üniversitesi Sosyal Bilimler Enstitüsü, Eskişehir, Türkiye.
  • Yüksel, A. & Rimmington, M. (1998). Customer-satisfaction measurement: Performance counts. Cornell Hotel and Restaurant Administration Quarterly, 39 (6), 60-70.
  • Wu, P.H., Huang, C.Y. & Chou, C.K. (2014). Service expectation, perceived service quality and customer satisfaction in food and beverage industry. The International Journal of Organizational Innovation, 7 (1), 171-180.
  • İnternet Kaynakları
  • Amsterdam Schiphol Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.schiphol.nl/en/
  • Chicago O’hare Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.airport-ohare.com/
  • Devlet Hava Meydanları İşletmesi Genel Müdürlüğü. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: www.dhmi.gov.tr
  • İstanbul Atatürk Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.ataturkairport.com/tr-TR/HavalimaniRehberi/Pages/LoungeHizmetleri.aspx
  • Londra Heathrow Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.heathrow.com/
  • Münih Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.munich-airport.com/
  • Paris Charles de Gaulle Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.parisaeroport.fr/en
  • Sabiha Gökçen Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.sabihagokcen.aero/yolcu-ve-ziyaretciler/hizmetlerimiz/cip-ve-lounge-hizmeti/isg-cip-lounge
  • Tayvan Taipei Taoyuan Uluslararası Havalimanı. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: https://www.taoyuan-airport.com/english
  • Türkiye İstatistik Kurumu (2018). İstatistiklerle çocuk, 2017. Retrieved June 16, 2018 (de indirildi) from the World Wide Web: http://www.tuik.gov.tr/PreHaberBultenleri.do?id=27596
There are 48 citations in total.

Details

Primary Language Turkish
Subjects Economics
Journal Section Articles
Authors

Nuriye Güreş 0000-0002-0149-8301

Seda Arslan This is me 0000-0002-8731-8294

Cevher Yüksel This is me 0000-0003-3027-8487

Harun Yılmaz 0000-0002-8467-9019

Publication Date January 23, 2019
Submission Date July 3, 2018
Acceptance Date December 28, 2018
Published in Issue Year 2019 Volume: 12 Issue: 1

Cite

APA Güreş, N., Arslan, S., Yüksel, C., Yılmaz, H. (2019). Çocuklu Yolcuların Havacılık İşletmelerine Yönelik Beklenti ve Memnuniyetlerinin Araştırılması. Ömer Halisdemir Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 12(1), 120-132. https://doi.org/10.25287/ohuiibf.440325

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