FACTORS EFFECTING USAGE OF PASSENGERS’ AIRLINE MOBILE APPLICATIONS

Yıl 2021, Sayı: 5, 488 - 518, 20.04.2021

Nuriye Güreş Mutlu Yüksel Avcılar Seda Arslan

https://doi.org/10.47994/usbad.816489

Öz

Today, in many sectors, the personal and commercial use of smart phones and mobile applications has increased considerably. Airlines have been designing and launching mobile applications to interact with their passengers and improve their service experience. The aim of this study in this context is to investigate the factors effecting actual usage of passengers’ airline mobile applications. As part of the research, survey questions were created using the information systems (IS) success model. In order to test the research model, T-Test, ANOVA and Regression analyses were used. According to the results of the analysis; a positive, high level and significant relationship between information quality, system quality, service quality and user satisfaction were determined. Similarly, a positive, high and significant relationship between user satisfaction and actual usage of passengers’ airline mobile applications were found. In the light of findings, some suggestions have been made to the airline companies.

Anahtar Kelimeler

Airline Mobile Application, Information System Success Model, User Satisfaction, Actual Usage

YOLCULARIN HAVAYOLU İŞLETMELERİNİN MOBİL UYGULAMALARINI KULLANMASINI ETKİLEYEN FAKTÖRLER

Öz

Günümüzde birçok sektörde, akıllı telefon ve mobil uygulamaların, kişisel ve ticari amaçlı kullanım oranı oldukça yükselmiştir. Havayolu işletmeleri, yolcularıyla etkileşim kurmak ve yolcuların hizmet deneyimlerini geliştirmek için mobil uygulamalar tasarlamakta ve onların kullanımına sunmaktadır. Bu çalışmanın amacı, yolcuların havayolu işletmelerinin mobil uygulamalarını aktif kullanımını etkileyen faktörleri araştırmaktır. Araştırma kapsamında, anket soruları Bilgi Sistemleri Başarı Modelinden yararlanarak oluşturulmuştur. Araştırma modelini test etmek için T-testi, ANOVA ve Regresyon analizleri kullanılmıştır. Analiz sonuçlarına göre; havayolu işletmesi mobil uygulamalarının bilgi, sistem ve hizmet kalitesi (Bilgi Sistemleri Başarı Modeli) ile kullanıcı memnuniyeti arasında pozitif, yüksek düzeyde ve anlamlı bir ilişki tespit edilmiştir. Benzer şekilde kullanıcı memnuniyeti ile yolcuların havayolu mobil uygulaması aktif kullanım düzeyi arasında pozitif, yüksek düzeyde ve anlamlı bir ilişki bulunmuştur. Elde edilen bulgular ışığında havayolu işletmelerine bazı önerilerde bulunulmuştur.

Anahtar Kelimeler

Havayolu Mobil Uygulaması, Bilgi Sistemleri Başarı Modeli, Kullanıcı Memnuniyeti, Aktif Kullanım

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