Analysis of service quality in airline companies within the internal flights in Turkey
Küçük Resim Yok
Tarih
2015
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Bilgi Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu tez çalışmasının öncelikli olarak araştırmak istediği konu Türkiye'de havayolu yolcu taşımacılığı sektöründe faaliyet gösteren firmaların hizmet kalitesinin ölçümlenmesidir. Bu çalışma ayrıca havayolu servis kalitesindeki ana değişkenleri araştırmaktadır. Son yıllarda havayolu şirketleri arasındaki rekabet artmaktadır. Türkiye'deki yeni havayolu şirketlerinin kurulması ile beraber, Türk Hava Yolları'nın sektördeki tekelliği ortadan kalkmıştır. Sektördeki rekabetin artmasıyla beraber, şirketler yeni hatlar eklemiş ve uçak biletlerinde indirime gitmiştir. Bu gelişmeler dahilinde Türk havayolu taşımacığılında rekabet günden güne artmaktadır. Bu tez çalışması Türk havayolu pazarını açıklamayı, hizmet pazarlamasının önemini aktarmayı, hizmet kalitesinin havayolu endüstrisindeki etkisini araştırmayı, yolcularından havayolu seçimlerini ve hizmet kalitesinin ölçümlenmesini araştırmayı, amaçlamaktadır. Bu çalışma 144 sorudan oluşan anket ile katılıncıların fikirlerini, görüşlerini ve konu hakkındaki deneyimlerini ölçmeyi amaçlamıştır. Hizmet kalitesinin ölçümlensi konusunda SERVQUAL metodu kullanılmıştır. Sunuş bölümü ve önümüzdeki dönemlerde yapılabilecek olan çalışmalar için öneriler de bu çalışmaya eklenmiştir.
The primary objective of this thesis is to examine airline service quality in airline companies within the internal flights in Turkish airline industry. The study also identifies the main dimensions of airline service quality. In airline industry, the competition between the airlines is increasing in recent years. Formerly only Turkish Airlines use to dominate the market but within the new private companies have been formed, the market has developed completely. Due to the competition in industry, the companies have added new domestic routes and reduced the prices of the flight tickets. Due to these developments, Turkish air transportation industry has become quite competitive in Turkey. This thesis aims to explain understanding of Turkey's domestic aviation market, the importance of service quality, to explore service quality of domestic airline companies, to research passengers' choices of different airline companies and to measure the service quality of most important airlines in Turkish domestic aviation market. The empirical study comprised of 144 questionnaires with participants opinions and views from their experiences. This achieved through an examination of the dimensions in airline service quality by extending the SERVQUAL scale. Conclusion and suggestions for future researchers are also included in the study.
The primary objective of this thesis is to examine airline service quality in airline companies within the internal flights in Turkish airline industry. The study also identifies the main dimensions of airline service quality. In airline industry, the competition between the airlines is increasing in recent years. Formerly only Turkish Airlines use to dominate the market but within the new private companies have been formed, the market has developed completely. Due to the competition in industry, the companies have added new domestic routes and reduced the prices of the flight tickets. Due to these developments, Turkish air transportation industry has become quite competitive in Turkey. This thesis aims to explain understanding of Turkey's domestic aviation market, the importance of service quality, to explore service quality of domestic airline companies, to research passengers' choices of different airline companies and to measure the service quality of most important airlines in Turkish domestic aviation market. The empirical study comprised of 144 questionnaires with participants opinions and views from their experiences. This achieved through an examination of the dimensions in airline service quality by extending the SERVQUAL scale. Conclusion and suggestions for future researchers are also included in the study.
