Havayolu İşletmelerinde Hizmet Kalitesi: THY’de Bir Araştırma

Yıl 2012, Sayı: 24, 35 - 49, 01.12.2012

Kenan Aydın Seda Yıldırım

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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