Year 2018, Volume 7, Issue 1, Pages 241 - 245 2018-09-01

YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA
A QUANTITATIVE STUDY ON EXAMINING PERCEIVED SERVICE QUALITY IN LOCAL AIRLINES

Sedat Belbag [1] , Aybegum Gungordu Belbag [2]

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Amaç- Mevcut çalışmanın amacı, Türkiye’deki yerel havayollarında algılanan hizmet kalitesini SERVQUAL’den faydalanan bir anket yardımıyla çok kriterli karar verme yöntemi kullanarak ölçmektir.

Yöntem- Bu sebeple, yurtiçinde faaliyet gösteren üç havayolu şirketi literatürde yer alan hizmet kalitesi kriterleri göz önünde bulundurularak değerlendirilmiş ve arasından en iyisi tespit edilmeye çalışılmıştır. Havayollarında algılanan hizmet kalitesi, karar vericilerden kaynaklanan belirsiz ifadeleri daha anlamlı hale getirmeyi amaçlayan bir Tip-2 bulanık çok kriterli karar verme modeli ile ölçülmüştür. Literatürdeki çeşitli çalışmalardan faydalanarak oluşturulan SERVQUAL temelli anket daha önceden havayolu hizmet kalitesini deneyimlemiş bireylere uygulanmıştır.

Bulgular- Anket neticesinde elden edilen verilere göre karar vericilerin havayolu hizmet kalitesini etkileyen kriterlere yönelik algı skorları tespit edilmiştir. Algı skorları göz önünde bulundurularak Tip-2 bulanık çok kriterli karar verme modeli ile hizmet kalitesi en iyi havayolu firması tespit edilmiştir.

Sonuç- Neticede, yerel havayollarında yer alan üç firmadan algılanan hizmet kalitesi en yüksek olan belirlenmiştir.

Purpose- The purpose of this study is to measure perceived service quality in local airlines in Turkey with the help of a survey that benefits from SERVQUAL by using a multicriteria decision making method.

Methodology- Therefore, we evaluate three local airlines in Turkey in the context of perceived service quality and try to determine the best airline among them. We measure the perceived service quality in airlines with an interval type-2 fuzzy multi-criteria decision making method that aims to make unclear statements, which derives from decision makers, more meaningful. We apply a SERVQUAL based survey on consumers who experienced an airline service quality.

Findings- Considering the data obtained from surveys, we determine perception scores of decision makers through the factors that affects airlines service quality by using an interval type-2 fuzzy multi-criteria decision method.

Conclusion- Consequently, we determine the airline with the best service quality among three local airlines.

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Primary Language tr
Subjects Humanities, Multidisciplinary
Journal Section Articles
Authors

Orcid: 0000-0002-4136-2468
Author: Sedat Belbag (Primary Author)

Orcid: 0000-0001-8704-0045
Author: Aybegum Gungordu Belbag

Bibtex @research article { pap458947, journal = {PressAcademia Procedia}, issn = {}, eissn = {2459-0762}, address = {PressAcademia}, year = {2018}, volume = {7}, pages = {241 - 245}, doi = {10.17261/Pressacademia.2018.889}, title = {YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA}, key = {cite}, author = {Belbag, Sedat and Belbag, Aybegum Gungordu} }
APA Belbag, S , Belbag, A . (2018). YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PressAcademia Procedia, 7 (1), 241-245. DOI: 10.17261/Pressacademia.2018.889
MLA Belbag, S , Belbag, A . "YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA". PressAcademia Procedia 7 (2018): 241-245 <http://dergipark.org.tr/pap/issue/39064/458947>
Chicago Belbag, S , Belbag, A . "YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA". PressAcademia Procedia 7 (2018): 241-245
RIS TY - JOUR T1 - YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA AU - Sedat Belbag , Aybegum Gungordu Belbag Y1 - 2018 PY - 2018 N1 - doi: 10.17261/Pressacademia.2018.889 DO - 10.17261/Pressacademia.2018.889 T2 - PressAcademia Procedia JF - Journal JO - JOR SP - 241 EP - 245 VL - 7 IS - 1 SN - -2459-0762 M3 - doi: 10.17261/Pressacademia.2018.889 UR - https://doi.org/10.17261/Pressacademia.2018.889 Y2 - 2019 ER -
EndNote %0 PressAcademia Procedia YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA %A Sedat Belbag , Aybegum Gungordu Belbag %T YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA %D 2018 %J PressAcademia Procedia %P -2459-0762 %V 7 %N 1 %R doi: 10.17261/Pressacademia.2018.889 %U 10.17261/Pressacademia.2018.889
ISNAD Belbag, Sedat , Belbag, Aybegum Gungordu . "YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA". PressAcademia Procedia 7 / 1 (September 2018): 241-245. https://doi.org/10.17261/Pressacademia.2018.889