Havayolu yolcularının beklenen ve algılanan hizmet kalitesinin servqual ile ölçülmesi: Türkiye-Rusya karşılaştırması
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Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Gelişim Üniversitesi Lisansüstü Eğitim Enstitüsü
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Teknolojik inavosyonların hızla artmasıyla, insanların bilinçsel gelişimleri ve
değişimleride aynı oranda artmıştır. Türkiye ve Rusya’da havacılık sektöründe
hizmet kalitesini arttırarak uluslararası rekabette ön plana çıkmak olası
görünmektedir. Bu bağlamda havacılık sektöründe havayolu ürünü alan yolcuların
beklenen ve algılanan kalitesinin karşılaştırmalı değerlendirilmesi önem arz
etmektedir. Rekabet koşullarının her alanda arttığı günümüz şartlarında rekebet
önemle üzerinde durulması gereken bir durumdur. Ülkenin kalkınma planlarıyla,
kaliteli havayolu hizmetleri kişilerin mutluluğu ve refahı, işletmelerin verimliliği ile
ilişkilidir. Araştırmada Türkiye ve Rusya’da pandemi sonrası havayolu
işletmelerinde yaşanan değişimlere ilişkin havayolu işletmelerinden hizmet alan
yolcuların algıladıkları ve bekledikleri kalite algılarının belirlenmesi
amaçlanmaktadır.
Araştırmada ek olarak, çalışanların demografik özellikleri ve mesleki
özelliklerinin ele alınan bu değişkenler bakımından istatistiksel olarak sınıflar arası
anlamlı farklılık gösterip göstermediğine ilişkin olarak gerçekleştirilecek analizlerle
bu değişkenler üzerinde etkili olabilecek unsurların belirlenmesidir. Bu bağlamda
araştırmanın amacı Türkiye (İstanbul Ground Airport-İGA) ve Rusya’da
(Şeremetyevo Havaalanı-Moskova) havayolu yolcularının beklenen ve algılanan
hizmet kalitesinin servqual ile ölçümlenerek hizmet kalitesinin belirlenmesi ve
karşılaştırılmasıdır. Bu amaçla söz konusu havaalanlarından uçuş hizmeti alan 412
yolcuya gönüllülük esasına göre ilişkisel tarama modeliyle kolayda örneklemeyle
ulaşılmıştır.
Elde edilen bulgularla Türk havayolu yolcularının Beklenen Kalite aritmetik
ortalaması (x̄=3,92) iken Algılanan Kalite (x̄=3,81) olduğu ve yolcuların havayolu
ürün hizmetinin algılamalarının düşük kalitede (x̄=-0,10) olduğu belirlenmiştir. Elde
edilen bulgularla Rus havayolu yolcularının Beklenen Kalite aritmetik ortalaması
(x̄=4,31) iken Algılanan Kalite (x̄=3,98) olduğu ve yolcuların havayolu ürün
hizmetinin algılamalarının düşük kalitede (x̄=-0,32) olduğu belirlenmiştir.
With the rapid increase in technological innovations, people's conscious development and changes have also increased at the same rate. It seems possible to stand out in international competition by increasing the service quality in the aviation sector in Turkey and Russia. In this context, it is important to comparatively evaluate the expected and perceived quality of passengers purchasing airline products in the aviation industry. In today's conditions, where competitive conditions are increasing in every field, competition is a situation that should be emphasized. Quality airline services are associated with the country's development plans, the happiness and wellbeing of people and the efficiency of businesses. The aim of the research is to determine the quality perceptions perceived and expected by passengers receiving service from airline companies regarding the changes experienced in airline companies after the pandemic in Turkey and Russia. In addition, the research aims to determine the factors that may be effective on these variables through analyzes to determine whether the demographic characteristics and professional characteristics of the employees show statistically significant differences between classes in terms of these variables. In this context, the aim of the study is to determine and compare the expected and perceived service quality of airline passengers in Turkey (Istanbul Ground Airport-İGA) and Russia (Şeremetyevo Airport-Moscow) by measuring the expected and perceived service quality with Servqual. For this purpose, 412 passengers receiving flight services from these airports were reached by convenience sampling with relational survey model on a voluntary basis. With the findings obtained, it was determined that the arithmetic mean of Expected Quality of Turkish airline passengers was (x̄=3,92) while Perceived Quality was (x̄=3,81) and the perception of airline product service of passengers was low quality (x̄=-0,10). With the findings obtained, it was determined that while the arithmetic mean of Expected Quality of Russian airline passengers was (x̄=4,31), Perceived Quality was (x̄=3,98) and passengers' perception of airline product service was low quality (x̄=-0,32).
With the rapid increase in technological innovations, people's conscious development and changes have also increased at the same rate. It seems possible to stand out in international competition by increasing the service quality in the aviation sector in Turkey and Russia. In this context, it is important to comparatively evaluate the expected and perceived quality of passengers purchasing airline products in the aviation industry. In today's conditions, where competitive conditions are increasing in every field, competition is a situation that should be emphasized. Quality airline services are associated with the country's development plans, the happiness and wellbeing of people and the efficiency of businesses. The aim of the research is to determine the quality perceptions perceived and expected by passengers receiving service from airline companies regarding the changes experienced in airline companies after the pandemic in Turkey and Russia. In addition, the research aims to determine the factors that may be effective on these variables through analyzes to determine whether the demographic characteristics and professional characteristics of the employees show statistically significant differences between classes in terms of these variables. In this context, the aim of the study is to determine and compare the expected and perceived service quality of airline passengers in Turkey (Istanbul Ground Airport-İGA) and Russia (Şeremetyevo Airport-Moscow) by measuring the expected and perceived service quality with Servqual. For this purpose, 412 passengers receiving flight services from these airports were reached by convenience sampling with relational survey model on a voluntary basis. With the findings obtained, it was determined that the arithmetic mean of Expected Quality of Turkish airline passengers was (x̄=3,92) while Perceived Quality was (x̄=3,81) and the perception of airline product service of passengers was low quality (x̄=-0,10). With the findings obtained, it was determined that while the arithmetic mean of Expected Quality of Russian airline passengers was (x̄=4,31), Perceived Quality was (x̄=3,98) and passengers' perception of airline product service was low quality (x̄=-0,32).
Açıklama
Danışman: DOÇ. DR. DURSUN BOZ
Yer Bilgisi: İstanbul Gelişim Üniversitesi / Lisansüstü Eğitim Enstitüsü / Havacılık Yönetimi Ana Bilim Dalı
Konu: Sivil Havacılık = Civil Aviation
Anahtar Kelimeler
Kalite, Hizmet kalitesi, Havayolu işletmeleri, Quality, Service quality, Airline companies
