A QUANTITATIVE STUDY ON EXAMINING PERCEIVED SERVICE QUALITY IN LOCAL AIRLINES

Abstract

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.

Keywords

• Perceived service quality,airline transportation,fuzzy interval type 2 multi-criteria decision making method,SERVQUAL,multicriteria decision making methods

YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA

Abstract

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.

Keywords

• Algılanan hizmet kalitesi,havayolu taşımacılığı,Tip 2 Bulanık çok kriterli karar verme yöntemi,SERVQUAL,çok kriterli karar verme yöntemleri

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