Araştırma Makalesi
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Havalimanı Hizmet Kalitesinin Genel Olmayan Ölçüm Yapısı: Alan Yazın Taraması

Yıl 2021, Cilt: 26 Sayı: 2, 97 - 117, 30.04.2021

Öz

Havacılık endüstrisi, birçok nedenden kaynaklanan talepler nedeniyle önemli ölçüde ilerlemekte ve büyümektedir. Doğal olarak, ilgili alt yapılar da buna eşlik etmektedir. Bu anlamda havalimanı önemli bir değerdir. Yolcuların geçirdiği süreçler ve zaman dikkate alındığında havalimanları, işletmecilik için önem kazanmaktadır. Dolaysıyla havalimanı yolcular için yolcu servisleri ortaya çıkmaktadır. Çok çeşitli heterojen hizmetler ile havalimanı hizmet kalitesini ölçme çabaları devam eden bir araştırma alanıdır. Bu nedenle, bu çalışmanın amacı generic olmayan çok boyutlu havalimanı hizmet kalitesi hakkında sistematik bir literatür taraması sunmaktır. Çalışma, 2020 yılında gerçekleştirilmiştir. Bulgulara göre en çok keşfedilen boyutların hizmet ortamı, hizmetler, olanaklar, bilgi, güvenlik ve check-in; daha azının ise erişim, konfor, rahatlık, biletleme, işlevsellik, ICQ olduğu değerlendirilmektedir. Ayrıca sunulan hizmetlerin birbirini tamamlayıcı ve peşi sıra geldiği görülmüştür. Kültürel, coğrafi ve teknolojik faktörlerin etkisi ile ilgili birçok hizmet aynı anda üretildiği için boyut referanslarının farklılık göstermektedir. Yazar kavramsal bir havalimanı hizmet kalitesi modeli sunmaktadır.

Destekleyen Kurum

Yoktur

Proje Numarası

Yoktur

Kaynakça

  • ACI, (2017). Airport-Service-Quality/ Customer-Experience-ASQ. Airports Council International., http://www.aci.aero/Customer-Experience-ASQ/Homepage [Retrieved June 29, 2017].
  • ACI, (2014). Airport-Service-Quality/About-ASQ. http://www.aci.aero/Airport-Service-Quality/ASQ-Home. [Retrieved May 11, 2015].
  • Al-Azzam, A. F. M. (2015). The impact of service quality dimensions on customer satisfaction: A field study of Arab bank in Irbid city, Jordan. European Journal of Business and Management, 7(15), 45-53.
  • Arif, M., Arif, A. and Williams, A. (2013). Customer service in aviation industry – An exploratory analysis of UAE airports, Journal of Air Transport Management, 32, 1-7.
  • Baek, S., Han, S., Ham, S. (Sunny), Yang, I. (2012). Passenger’s perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement. Tourism Management, 33, 1103-1111.
  • Bellizzi, M. G., Eboli, L., & Mazzulla, G. (2020). Air Transport Service Quality Factors: A Systematic Literature Review. Transportation Research Procedia, 45, 218-225.
  • Bezerra G. C. L., Gomes C. F. (2016). Performance measurement in airport settings: a systematic literature review. Benchmarking: An International Journal, 23(4), 1027-1050.
  • Bulut, C. and Aydogan, S. 2020. Airport service quality: a reconceptualization and a practical application on the non-aeronautical services. Aviation. 24 (4), 182-196.
  • Brida, Juan Gabriel & Moreno-Izquierdo, Luis & Aguirre, Sandra. (2016). Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas. Tourism Management Perspectives. 20. 10.1016/j.tmp.2016.09.003.
  • Bogicevic, V., Yang, W., Bilgihan, A., Bujisic, M., (2013). Airport service quality drivers of passenger satisfaction. Tour. Rev. 68 (4), 3-18. http://dx.doi.org/10.1108/TR-09-2013-0047 [Retrieved Sep 10, 2020].
  • Chen, H-L. (2002), Benchmarking and quality improvement: a quality benchmarking deployment approach, International Journal of Quality & Reliability Management, 19 (6), 757-73.
  • Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2020). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology.https://www.sciencedirect.com/science/article/pii/S2046043020300721 [Retrieved Dec 10, 2020]
  • Chien-Chang, C. (2012). Evaluating the quality of airport service using the fuzzy multi-criteria decision-making method: a case study of Taiwanese airports. Expert Systems, 29(3), 246-260.
  • Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., & Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
  • Donnelly, M. and Shiu, E. (1999), Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach, Total Quality Management, 10 (4-5), 498-506.
  • Elias Gonçalves, M. W., & Caetano, M. (2017). Airport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport. Journal of Airline and Airport Management, 7(1), 65-79.
  • Fernandes, E. and Pacheco, R.R. (2008). A Quality approach to airport management, Quality & Quantity, 44(3): 551-564.
  • Fodness, D., Murray, B. (2007). Passengers' expectations of airport service quality, Journal of Services Marketing, 21, (7).
  • Graham, A., (2008). Managing Airports: An International Perspective, third ed. Butterworth Heinemann-Elsevier, Oxford.
  • Gupta, A., Arif, M., and Williams, A. (2013). Customer Service in Aviation Industry –An Exploratory Analysis of UAE Airports, Journal of Air Transport Management, 32 (1-7).
  • Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education–critical review (students’ perspective). International Journal of Educational Management, 32 (4), 580-605.
  • Janic, M., (2003). Assessment and management of quality of service at an airport passenger terminal. Transport Planning and Technology, 26 (3), 239-263.
  • Jiang, H., & Liang, T. (2019). Investigate Airport Service Quality-A Case Study of Airports in Shanghai. International Journal of Business, Economics and Management, 6(2), 61-75.
  • Jiang, H and Zhang, Y (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market, Journal of Air Transport Management, 57, 80-88.
  • Ladhari, R. (2008). Alternative measures of service quality: a review, Managing Service Quality, 18 (1), 65-86.
  • Liou J. J. H., Tang, C., Yeh, W., Tsai, C. (2011). A decision rules approach for improvement of airport service quality, Experts Systems with Applications 38, 13723-13730.
  • Lohmann, G. and Trischler, J. (2017). Licence to build, licence to charge? Market power, pricing and the financing of airport infrastructure development in Australia. Transport Policy, 59, 28-37. Martínez, J. A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29-42.
  • Lubbe, B., Douglas, A. and Zambellis, J. (2011). An application of the airport service quality model in South Africa. Journal of Air Transport Management, 224-227.
  • Pabedinskaite, A., Akstinaite, V. (2014). Evaluation of the airport service quality, Social and Behavioural Sciences, 110, 398-409.
  • Pandey, M. M. (2016). Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. Journal of Air Transport Management, 57, 241-249.
  • Pantouvaksi, A., Renzi, M. F., (2016). Exploring different nationality perceptions of airport service quality, Journal of Air Transport Management, 52(C), 90-98.
  • Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1990). Guidelines for Conducting Service Quality Research, Marketing Research, 2, 4.
  • Parasuraman, A., Zeithaml, V. A. and Malthora, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3). 13-33.
  • Paternoster, J. (2008). Excellent airport customer service meets successful branding strategy. Journal of Airport Management, 2(3), 218-226.
  • Petticrew, M., & Roberts, H. (2008). Systematic reviews in the social sciences: A practical guide. John Wiley & Sons. https://dl.uswr.ac.ir/bitstream/Hannan/131642/1/Systematic%20Reviews%20in%20Social%20Science.pdf. [Retrieved May 22, 2020]
  • Pickering, C., & Byrne, J. (2013). The benefits of publishing systematic quantitative literature reviews for PhD candidates and other early-career researchers. Higher Education Research & Development, 33(3), 534-548.
  • Rhoades, D. L. , Waguespack Jr B., Young, S. (2000). Developing a quality index for US airports, Managing Service Quality: An International Journal, 10(4), 257-262.
  • Rendeiro Martin-Cejas, R., (2006). Tourism service quality begins at the airport. Tourism Management. 27 (5), 874-877.
  • Tsai, H. W., Hsu, W. and Chou, C. W. (2011). A gap analysis model for improving airport service quality. Total Quality Management, 22(10), 1025-1040.
  • Trischler, J. and Lohmann, G. (2018). Monitoring quality of service at Australian airports: A critical analysis, Journal of Air Transport Management, 67, 63–71.
  • Yeh, C. H., Kuo, Y. L., (2003). Evaluating passenger service of Asia-Pacific international airports, Transportation Research Part E 39, 35–48.
  • Kyoon Yoo, D. and Ah Park, J. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance, International Journal of Quality & Reliability Management, 24 (9), 908-926.
  • Weed, M. (2006). Sports Tourism Research 2000–2004: A Systematic Review of Knowledge and a Meta-Evaluation of Methods. Journal of Sport & Tourism, 11(1), 5-30.
  • Wirasinghe, S.C., Correia, A. R. and de Barros, A. G (2008). A Global index for level service evaluation at airport passenger terminals, Transportation Research Part E. 44, 607-620.
Yıl 2021, Cilt: 26 Sayı: 2, 97 - 117, 30.04.2021

Öz

Proje Numarası

Yoktur

Kaynakça

  • ACI, (2017). Airport-Service-Quality/ Customer-Experience-ASQ. Airports Council International., http://www.aci.aero/Customer-Experience-ASQ/Homepage [Retrieved June 29, 2017].
  • ACI, (2014). Airport-Service-Quality/About-ASQ. http://www.aci.aero/Airport-Service-Quality/ASQ-Home. [Retrieved May 11, 2015].
  • Al-Azzam, A. F. M. (2015). The impact of service quality dimensions on customer satisfaction: A field study of Arab bank in Irbid city, Jordan. European Journal of Business and Management, 7(15), 45-53.
  • Arif, M., Arif, A. and Williams, A. (2013). Customer service in aviation industry – An exploratory analysis of UAE airports, Journal of Air Transport Management, 32, 1-7.
  • Baek, S., Han, S., Ham, S. (Sunny), Yang, I. (2012). Passenger’s perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement. Tourism Management, 33, 1103-1111.
  • Bellizzi, M. G., Eboli, L., & Mazzulla, G. (2020). Air Transport Service Quality Factors: A Systematic Literature Review. Transportation Research Procedia, 45, 218-225.
  • Bezerra G. C. L., Gomes C. F. (2016). Performance measurement in airport settings: a systematic literature review. Benchmarking: An International Journal, 23(4), 1027-1050.
  • Bulut, C. and Aydogan, S. 2020. Airport service quality: a reconceptualization and a practical application on the non-aeronautical services. Aviation. 24 (4), 182-196.
  • Brida, Juan Gabriel & Moreno-Izquierdo, Luis & Aguirre, Sandra. (2016). Customer perception of service quality: The role of Information and Communication Technologies (ICTs) at airport functional areas. Tourism Management Perspectives. 20. 10.1016/j.tmp.2016.09.003.
  • Bogicevic, V., Yang, W., Bilgihan, A., Bujisic, M., (2013). Airport service quality drivers of passenger satisfaction. Tour. Rev. 68 (4), 3-18. http://dx.doi.org/10.1108/TR-09-2013-0047 [Retrieved Sep 10, 2020].
  • Chen, H-L. (2002), Benchmarking and quality improvement: a quality benchmarking deployment approach, International Journal of Quality & Reliability Management, 19 (6), 757-73.
  • Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2020). Measurement model of passengers’ expectations of airport service quality. International Journal of Transportation Science and Technology.https://www.sciencedirect.com/science/article/pii/S2046043020300721 [Retrieved Dec 10, 2020]
  • Chien-Chang, C. (2012). Evaluating the quality of airport service using the fuzzy multi-criteria decision-making method: a case study of Taiwanese airports. Expert Systems, 29(3), 246-260.
  • Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., & Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
  • Donnelly, M. and Shiu, E. (1999), Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach, Total Quality Management, 10 (4-5), 498-506.
  • Elias Gonçalves, M. W., & Caetano, M. (2017). Airport Level of Service: A Model according to Departing Passenger’s Perceptions at a Small-sized Airport. Journal of Airline and Airport Management, 7(1), 65-79.
  • Fernandes, E. and Pacheco, R.R. (2008). A Quality approach to airport management, Quality & Quantity, 44(3): 551-564.
  • Fodness, D., Murray, B. (2007). Passengers' expectations of airport service quality, Journal of Services Marketing, 21, (7).
  • Graham, A., (2008). Managing Airports: An International Perspective, third ed. Butterworth Heinemann-Elsevier, Oxford.
  • Gupta, A., Arif, M., and Williams, A. (2013). Customer Service in Aviation Industry –An Exploratory Analysis of UAE Airports, Journal of Air Transport Management, 32 (1-7).
  • Gupta, P., & Kaushik, N. (2018). Dimensions of service quality in higher education–critical review (students’ perspective). International Journal of Educational Management, 32 (4), 580-605.
  • Janic, M., (2003). Assessment and management of quality of service at an airport passenger terminal. Transport Planning and Technology, 26 (3), 239-263.
  • Jiang, H., & Liang, T. (2019). Investigate Airport Service Quality-A Case Study of Airports in Shanghai. International Journal of Business, Economics and Management, 6(2), 61-75.
  • Jiang, H and Zhang, Y (2016). An investigation of service quality, customer satisfaction and loyalty in China's airline market, Journal of Air Transport Management, 57, 80-88.
  • Ladhari, R. (2008). Alternative measures of service quality: a review, Managing Service Quality, 18 (1), 65-86.
  • Liou J. J. H., Tang, C., Yeh, W., Tsai, C. (2011). A decision rules approach for improvement of airport service quality, Experts Systems with Applications 38, 13723-13730.
  • Lohmann, G. and Trischler, J. (2017). Licence to build, licence to charge? Market power, pricing and the financing of airport infrastructure development in Australia. Transport Policy, 59, 28-37. Martínez, J. A., & Martínez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29-42.
  • Lubbe, B., Douglas, A. and Zambellis, J. (2011). An application of the airport service quality model in South Africa. Journal of Air Transport Management, 224-227.
  • Pabedinskaite, A., Akstinaite, V. (2014). Evaluation of the airport service quality, Social and Behavioural Sciences, 110, 398-409.
  • Pandey, M. M. (2016). Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. Journal of Air Transport Management, 57, 241-249.
  • Pantouvaksi, A., Renzi, M. F., (2016). Exploring different nationality perceptions of airport service quality, Journal of Air Transport Management, 52(C), 90-98.
  • Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1990). Guidelines for Conducting Service Quality Research, Marketing Research, 2, 4.
  • Parasuraman, A., Zeithaml, V. A. and Malthora, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3). 13-33.
  • Paternoster, J. (2008). Excellent airport customer service meets successful branding strategy. Journal of Airport Management, 2(3), 218-226.
  • Petticrew, M., & Roberts, H. (2008). Systematic reviews in the social sciences: A practical guide. John Wiley & Sons. https://dl.uswr.ac.ir/bitstream/Hannan/131642/1/Systematic%20Reviews%20in%20Social%20Science.pdf. [Retrieved May 22, 2020]
  • Pickering, C., & Byrne, J. (2013). The benefits of publishing systematic quantitative literature reviews for PhD candidates and other early-career researchers. Higher Education Research & Development, 33(3), 534-548.
  • Rhoades, D. L. , Waguespack Jr B., Young, S. (2000). Developing a quality index for US airports, Managing Service Quality: An International Journal, 10(4), 257-262.
  • Rendeiro Martin-Cejas, R., (2006). Tourism service quality begins at the airport. Tourism Management. 27 (5), 874-877.
  • Tsai, H. W., Hsu, W. and Chou, C. W. (2011). A gap analysis model for improving airport service quality. Total Quality Management, 22(10), 1025-1040.
  • Trischler, J. and Lohmann, G. (2018). Monitoring quality of service at Australian airports: A critical analysis, Journal of Air Transport Management, 67, 63–71.
  • Yeh, C. H., Kuo, Y. L., (2003). Evaluating passenger service of Asia-Pacific international airports, Transportation Research Part E 39, 35–48.
  • Kyoon Yoo, D. and Ah Park, J. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance, International Journal of Quality & Reliability Management, 24 (9), 908-926.
  • Weed, M. (2006). Sports Tourism Research 2000–2004: A Systematic Review of Knowledge and a Meta-Evaluation of Methods. Journal of Sport & Tourism, 11(1), 5-30.
  • Wirasinghe, S.C., Correia, A. R. and de Barros, A. G (2008). A Global index for level service evaluation at airport passenger terminals, Transportation Research Part E. 44, 607-620.
Toplam 44 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Sefer Aydoğan 0000-0002-0431-4256

Proje Numarası Yoktur
Yayımlanma Tarihi 30 Nisan 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 26 Sayı: 2

Kaynak Göster

APA Aydoğan, S. (2021). Havalimanı Hizmet Kalitesinin Genel Olmayan Ölçüm Yapısı: Alan Yazın Taraması. Süleyman Demirel Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 26(2), 97-117.