Havayolu İşletmelerinde Hizmet Kalitesi: THY’de Bir Araştırma

Öz

Günümüzdeki işletmeler, sahip oldukları yüksek teknolojik yatırımları ile rekabet etmektedirler. Özellikle havayolu hizmetleri gibi hizmet sektörlerinde güçlü bir teknolojiye ve iyi donanımlara sahip olmak çok önemlidir. Buna dayanarak; bu çalışma ile tüketicilerin havayolu hizmetlerinden beklentileri ile algıladıkları hava yolu hizmetleri arasında bir fark olup olmadığını ortaya çıkarmak amaçlanmıştır. Bu amaç doğrultusunda Parasuraman vd.(1988) tarafından geliştirilen , 5 boyut ve 22 ifadeden oluşan Servqual ölçeği havayolu hizmetlerine uyarlanmıştır. Oluşturulan anket formu İstanbul Atatürk Havalimanında, yolculara “yüz yüze” anket yoluyla uygulanmıştır. Toplanan anketler ise daha sonra SPSS 16 programında analiz edilmiştir.

Anahtar Kelimeler

• Havayolu hizmetleri, hizmet kalitesi, servqual

Service Quality in Airline Businesses: A Research on THY

Öz

Recently, businesses have been competing each other with their high-tech investments and their technology. Especially, ın a service sector like airline services, ıt is so important to have a good equipment and great technology. According to this, the purpose of this research is to determine whether there is a significant difference between the consumers’ service quality expectations and service quality perceptions . To achieve this purpose, the scale which was suggested by Parasuraman et.al(1988), was formed as 5 dimensions and 22 statements(Servqual), has been adapted for airline travel sector. This questionnaire was implemented to the passengers at İstanbul Atatürk Airport with a “face to face” method. Then collected data was analysed in SPSS 16 program

Anahtar Kelimeler

• Airline services, service quality, servqual

Kaynakça

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