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

Yıl 2024, Cilt: 5 Sayı: 1, 1 - 9, 30.06.2024

Şeyma Kaplan Emine Seher Yener Zeynep Yılmaz Ozan Öztürk

Öz

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.

Anahtar Kelimeler

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

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

Öz

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.

Anahtar Kelimeler

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

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