Havalimanı Hizmet Kalitesinin Genel Olmayan Ölçüm Yapısı: Alan Yazın Taraması

Yıl 2021, Cilt: 26 Sayı: 2, 97 - 117, 30.04.2021

Sefer Aydoğan

Öz

Havacılık endüstrisi, birçok nedenden kaynaklanan talepler nedeniyle önemli ölçüde ilerlemekte ve büyümektedir. Doğal olarak, ilgili alt yapılar da buna eşlik etmektedir. Bu anlamda havalimanı önemli bir değerdir. Yolcuların geçirdiği süreçler ve zaman dikkate alındığında havalimanları, işletmecilik için önem kazanmaktadır. Dolaysıyla havalimanı yolcular için yolcu servisleri ortaya çıkmaktadır. Çok çeşitli heterojen hizmetler ile havalimanı hizmet kalitesini ölçme çabaları devam eden bir araştırma alanıdır. Bu nedenle, bu çalışmanın amacı generic olmayan çok boyutlu havalimanı hizmet kalitesi hakkında sistematik bir literatür taraması sunmaktır. Çalışma, 2020 yılında gerçekleştirilmiştir. Bulgulara göre en çok keşfedilen boyutların hizmet ortamı, hizmetler, olanaklar, bilgi, güvenlik ve check-in; daha azının ise erişim, konfor, rahatlık, biletleme, işlevsellik, ICQ olduğu değerlendirilmektedir. Ayrıca sunulan hizmetlerin birbirini tamamlayıcı ve peşi sıra geldiği görülmüştür. Kültürel, coğrafi ve teknolojik faktörlerin etkisi ile ilgili birçok hizmet aynı anda üretildiği için boyut referanslarının farklılık göstermektedir. Yazar kavramsal bir havalimanı hizmet kalitesi modeli sunmaktadır.

Anahtar Kelimeler

çok boyutluluk, SERVQUAL, Kalite yönetimi, Havalimanı Hizmet Kalitesi

Destekleyen Kurum

Yoktur

Proje Numarası

Yoktur

Kaynakça

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