Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach

Yeşim Kurt; K. Gülnaz Bülbül

Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach

Abstract

The aim of the study is to determine the importance weights of the factors that are effective in the selection of passenger service personnel. In order to achieve this aim, the Analytical Hierarchy Process method was used. In the study, 3 main criteria and 17 subcriteria related to them were identified effective factors in passenger service personnel selection. These factors are then evaluated by academicians who are experts in aviation management and experts working as passenger service personnel at airports. As a result of the analysis, the main criterion of "Professional Experience and Skills" took the first place with the highest weight value. The main criterion of "General Specifications" was determined in the second place, while the main criterion of "Personal Characteristics" was in the last place. The sub-criterion of the main criterion of "Professional experience and skills" “Experience in the relevant position” was determined as the sub-criterion with the highest importance weight. The “Social responsibility awareness” sub-criterion, which is dependent on the “Personal Characteristics” main criterion, was determined as having the lowest importance weight.

Keywords

References

Appelbaum, S. H., & Fewster, B. M. (2002). Global aviation human resource management: Contemporary recruitment and selection and diversity and equal opportunity practices. Equal Opportunities International.
Arslan, H. M. (2019). SMART-TOPSIS Hibrit Yöntemi İle Personel Seçimi: Demir-Çelik İşletmelerinde Bir Uygulama. 4. InTraders Uluslararası Ticaret Kongresi Kongre Kitabı, 115.
Ayçin, E. (2020). Personel seçim sürecinde CRITIC ve MAIRCA yöntemlerinin kullanılması. İşletme, 1(1), 1-12.
Bedir, N., & Eren, T. (2015). AHP-PROMETHEE yöntemleri entegrasyonu ile personel seçim problemi: perakende sektöründe bir uygulama. Sosyal Bilimler Araştırma Dergisi, 4(4), 46-58.
Benligiray, S., & Kurt, Y. (2016). The Rol of Strategic Human Resource Management in the Aviation Industry: Achieving Sustainable Competitive Advantage. 3rd International Conference on Education, Social Sciences and Humanities. ISBN: 978-605-64453-7-8
Career Insights. (2023). What Does a Passenger Service Agent Do? CLIMB. https://climbtheladder.com/passengerservice-agent/ (Access date: 1 May 2023)
Çelikbilek, Y. (2018). Using an integrated grey AHP-MOORA approach for personnel selection: An application on manager selection in the health industry. Alphanumeric Journal, 6(1), 69-82.
D'Urso, M. G., & Masi, D. (2015). Multi-criteria decision-making methods and their applications for human resources. International Archives of the Photogrammetry, Remote Sensing & Spatial Information Sciences.

Dagdeviren, M. (2010). A hybrid multi-criteria decision-making model for ˘ personnel selection in manufacturing systems. Journal of Intelligent Manufacturing, 21(4), 451–460.
Demirci, A. E., & Kılıç, H. S. (2019). Personnel selection based on integrated multi-criteria decision-making techniques. International Journal of Advances in Engineering and Pure Sciences, 31(2), 163-178.
Dogan, A., & onder, E. (2014). Insan Kaynaklari Temin ve Seçiminde Çok Kriterli Karar Verme Tekniklerinin Kullanilmasi ve Bir Uygulama. Yaşar Üniversitesi E-Dergisi, 9(34), 5796-5819.
Efe, Ö. F. (2019). Hibrid Çok Kriterli Karar Verme Yöntemi Temelinde İş Güvenliği Uzmanı Seçimi. Erzincan University Journal of Science and Technology, 12(2), 639-649.
Ergün, N., & Bülbül, K. G. (2019). An assessment of factors affecting airport security services: an AHP approach and case in Turkey. Security Journal, 32(1), 20-44.
Ersoy, Y. (2021a) Personnel Selectıon In The Software Industry By Usıng Entropy-Based Edas And Codas Methods. Türkiye Mesleki ve Sosyal Bilimler Dergisi, (6), 36-49.
Ersoy, Y. (2021b). AHP Ve Topsis Yöntemleri Kullanilarak Tekstil Sektöründe Personel Seçimi. Kafdağı, 6(1), 60-78.
Gordyushova, K. O., Rogavichene, L. I., Budrina, E. V., & Lebedeva, A. S. (2020) Biometric technologies: Application possibilities at airport for passenger processing. In III International Scientific and Practical Conference" Digital Economy and Finances"(ISPC-DEF 2020) (pp. 49-52). Atlantis Press.
Heidary Dahooie, J., Beheshti Jazan Abadi, E., Vanaki, A. S., & Firoozfar, H. R. (2018). Competency‐based IT personnel selection using a hybrid SWARA and ARAS‐G methodology. Human Factors and Ergonomics in Manufacturing & Service Industries, 28(1), 5-16.
İçigen, E. T., & çetin, E. İ. (2017). AHP temelli TOPSIS yöntemi ile konaklama işletmelerinde personel seçimi. Balkan Sosyal Bilimler Dergisi, 7(13), 179-187.
Indeed Editorial Team. (2023). How To Become a Passenger Service Agent in 4 Steps. Indeed Career Guide. https://www.indeed.com/career-advice/finding-a-job/how-to-become-passenger-service-agent (Access date: 1 May 2023)
Karabasevic, D., Zavadskas, E. K., Stanujkic, D., Popovic, G., & Brzakovic, M. (2018). An approach to personnel selection in the IT industry based on the EDAS method. Transformations in Business & Economics, 17, 54-65.
Kelemenis, A., & Askounis, D. (2010). A new TOPSIS-based multi-criteria approach to personnel selection. Expert systems with applications, 37(7), 4999-5008.
Keleş, M. K., & Özdağoğlu, Işıldak, B. (2021) A. Evaluation of Airline Passenger Services Agent Candidates with Fuzzy PIPRECIA, Fuzzy WASPAS and Fuzzy MAUT.
Kenger, M. D., & Organ, A. (2017). Banka personel seçiminin çok kriterli karar verme yöntemlerinden entropi temelli aras yöntemi ile değerlendirilmesi. Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 4(4), 152170.
Khdour, N. (2016). The reality of talent management implementation: A case study on Royal Jordanian Airlines. International Journal of Business and Management, 11(6), 145-158.
Kilic, H. S., Demirci, A. E., & Delen, D. (2020). An integrated decision analysis methodology based on IF-DEMATEL and IF-ELECTRE for personnel selection. Decision Support Systems, 137, 113360. 40
Korkmaz O. (2019). Personnel selection method based on TOPSIS multi-criteria decision making method. Uluslararası İktisadi ve İdari İncelemeler Dergisi, (23), 1-16.
Kuşakçı, A. O., Ayvaz, B., Öztürk, F., & Feyza, S. O. F. U. (2019). Bulanik Multimoora İle Personel Seçimi: Havacilik Sektöründe Bir Uygulama. Niğde Ömer Halisdemir Üniversitesi Mühendislik Bilimleri Dergisi, 8(1), 96-110.
Kusumawardani, R. P., & Agintiara, M. (2015). Application of fuzzy AHP-TOPSIS method for decision making in human resource manager selection process. Procedia computer science, 72, 638-646.
Learn.org -. (n.d.). https://learn.org/articles/what_is_a_passenger_service_agent_-_job_description_duties_salary.html
Nabeeh, N. A., Smarandache, F., Abdel-Basset, M., El-Ghareeb, H. A., & Aboelfetouh, A. (2019). An integrated neutrosophic-topsis approach and its application to personnel selection: A new trend in brain processing and analysis. IEEE Access, 7, 29734-29744.
Nong, N. M. T., & Ha, D. S. (2021). Application of MCDM methods to Qualified Personnel Selection in Distribution Science: Case of Logistics Companies. Journal of Distribution Science, 19(8), 25-35.
Oktal, H., & Onrat, A. (2020). Analytic Hierarchy Process–Based Selection Method for Airline Pilot Candidates. The International Journal of Aerospace Psychology, 30(3-4), 268-281.
Ozdemir, E., Under, U., Bulbul, K. G., & Gerede, E. (2023). Adaptation and Validation of the Employer Attractiveness Scale for the Air Transport Industry: Attracting Future Employees. In S. Kurnaz, A. Rodrigues, & D. Bowyer (Eds.), Challenges and Opportunities for Aviation Stakeholders in a Post-Pandemic World (pp. 1-28). IGI Global. https://doi.org/10.4018/978-1-6684-6835-7.ch001
Özdağoğlu, A., Keleş, M. K., & IŞILDAK, B. (2021). Bulanık SWARA ve Bulanık MARCOS Yöntemleriyle Sivil Havacılıkta Kabin Memuru Seçimi. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 12(2), 284-302.
Öztürk, F., & Kaya, G. K. (2020). Personnel selection with fuzzy VIKOR: an application in automotive supply industry. Gazi University Science Journal: Part C Design and Technology, 8(1), 94-108.
Pannuan, P., & Kaewcha, N. (2018). Needs Analysıs In Englısh Oral Communıcatıon Of Passenger Servıce Agents At Suvaranabhumı Airport. A Master’s Project. Faculty of Humanities Srinakharinwirot University
Pekkarinen, A., & Vitikainen, I. (2020). Course plan for Basics of Passenger Services.
Raj Mishra, A., Sisodia, G., Raj Pardasani, K., & Sharma, K. (2020). Multi-criteria IT personnel selection on intuitionistic fuzzy information measures and ARAS methodology. Iranian Journal of Fuzzy Systems, 17(4), 55-68.
Ratanakomut, S., & Kitcharoen, N. (2013). A study of factors that affecting service quality of passenger service department in airlines (AIRASIA, Thailand). Innovative Journal of Business and Management, 2(1), 9-18.
Saaty, R.W. (1987). The Analytic Hierarchy Process-What It Is and How It Is Used. Mathematical Modelling, 9 (3), 161176.
Saaty, T.L. 1990. How to make a decision: The analytic hierarchy process. European Journal of Operational Research 48: 9–26.
Samanlioglu, F., Taskaya, Y. E., Gulen, U. C., & Cokcan, O. (2018). A fuzzy AHP–TOPSIS-based group decision-making approach to IT personnel selection. International Journal of Fuzzy Systems, 20(5), 1576-1591.
Şimşek, H., Özaslan, İ. H., & Eryilmaz, İ. (2022). Pilot Selection in Airline Organizations with the Analytical Hierarchy Process. Journal of Aviation, 6(2), 126-135.
Taş, A., & Karataş, P. Ç. (2021). Yazılım Sektöründe Nitelikli Personel Seçiminin Nötrosofik AHP ve TOPSİS Yöntemleri İle İncelenmesi. İşletme Araştırmaları Dergisi, 13(1), 969-979.
Türeli, N. Ş., Durmaz, V., Bahçecik, Y. S., & Akay, S. S. (2019). An analysis of importance of innovatice behaviors of ground handling human resources in ensuring customer satisfaction. Procedia Computer Science, 158, 10771087.
Uğur, L. O. (2017). MOORA optimizasyon yaklaşımı ile inşaat proje müdürü seçimi: Çok kriterli bir karar verme uygulaması. Politeknik dergisi, 20(3), 717-723.
Ulutaş, A., Özkan, A. M., & Tağraf, H. (2018). Bulanik Analitik Hiyerarşi Süreci ve bulanik Gri İlişkisel Analizi yöntemleri kullanilarak personel seçimi yapilmasi. Elektronik Sosyal Bilimler Dergisi, 17(65), 223-232.
Wang, H., Su, Y., Shang, S., Pei, M., Wang, X., & Jin, F. (2018). Working memory: A criterion of potential practicality for pilot candidate selection. The International Journal of Aerospace Psychology, 28(3-4), 64-75.
Yalçın, N., & Yapıcı Pehlivan, N. (2019). Application of the fuzzy CODAS method based on fuzzy envelopes for hesitant fuzzy linguistic term sets: A case study on a personnel selection problem. Symmetry, 11(4), 493.
Yazgan, E. ve Erol, D. (2016). Sivil pilot adayları için seçim kriterlerinin belirlenmesi. Ömer Halisdemir Üniversitesi Mühendislik Bilimleri Dergisi, 5(2), 97-104.
Yildirim, B. I., Uysal, F., & Ilgaz, A. (2019). Havayolu işletmelerinde personel seçimi: ARAS yöntemi ile bir uygulama. Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2(33), 219-231.
Yildiz, A., & Deveci, M. (2013). Bulanik VIKOR Yöntemine Dayali Personel Seçim Süreci/Based on Fuzzy VIKOR Approach to Personnel Selection Process. Ege Akademik Bakis, 13(4), 427.

Details

Primary Language

English

Subjects

Air Transportation and Freight Services

Journal Section

Research Article

Authors

Yeşim Kurt ^* This is me
Türkiye

K. Gülnaz Bülbül This is me
Türkiye

Publication Date

July 15, 2023

Submission Date

May 29, 2023

Acceptance Date

July 7, 2023

Published in Issue

Year 2023 Volume: 3 Number: 1

IZ

https://izlik.org/JA84SA29NT

Cite

RIS / Bibtex

APA

Kurt, Y., & Bülbül, K. G. (2023). Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach. Research in Aviation Management (RAM), 3(1), 1-15. https://izlik.org/JA84SA29NT

AMA

1.Kurt Y, Bülbül KG. Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach. Research in Aviation Management (RAM). 2023;3(1):1-15. https://izlik.org/JA84SA29NT

Chicago

Kurt, Yeşim, and K. Gülnaz Bülbül. 2023. “Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach”. Research in Aviation Management (RAM) 3 (1): 1-15. https://izlik.org/JA84SA29NT.

EndNote

Kurt Y, Bülbül KG (July 1, 2023) Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach. Research in Aviation Management (RAM) 3 1 1–15.

IEEE

[1]Y. Kurt and K. G. Bülbül, “Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach”, Research in Aviation Management (RAM), vol. 3, no. 1, pp. 1–15, July 2023, [Online]. Available: https://izlik.org/JA84SA29NT

ISNAD

Kurt, Yeşim - Bülbül, K. Gülnaz. “Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach”. Research in Aviation Management (RAM) 3/1 (July 1, 2023): 1-15. https://izlik.org/JA84SA29NT.

JAMA

1.Kurt Y, Bülbül KG. Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach. Research in Aviation Management (RAM). 2023;3:1–15.

MLA

Kurt, Yeşim, and K. Gülnaz Bülbül. “Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach”. Research in Aviation Management (RAM), vol. 3, no. 1, July 2023, pp. 1-15, https://izlik.org/JA84SA29NT.

Vancouver

1.Yeşim Kurt, K. Gülnaz Bülbül. Evaluating Effective Factors in Passenger Service Personnel Selection: An AHP Process Approach. Research in Aviation Management (RAM) [Internet]. 2023 Jul. 1;3(1):1-15. Available from: https://izlik.org/JA84SA29NT