HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA

Yıl: 2018 Cilt: 6 Sayı: 4 Sayfa Aralığı: 1336 - 1353 Metin Dili: Türkçe DOI: 10.15295/bmij.v6i4.409 İndeks Tarihi: 15-01-2020

HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA

Öz:
Havayolu taşımacılığı sektörünün büyük bir gelişim yaşadığı son 40 yıllık süreçte, havayolu işletmelerirekabetçi üstünlük sağlamak amacıyla hizmet performanslarını geliştirmeye odaklanmışlardır. Bu doğrultuda,sunulan hizmetlere yönelik kalite algısının ölçülmesi amacıyla farklı yaklaşımlar kullanılırken, son yıllarda ÇokKriterli Karar Verme (ÇKKV) yöntemlerinin kullanımı öne çıkmaktadır. Bu çalışmada da, havayolu taşımacılığısektörüne odaklanılarak hizmet kalitesi ölçümüne yeni bir yaklaşımın getirilmesi amaçlanmıştır. Güncelyöntemlerden biri olan CODAS yönteminin kullanıldığı bu çalışmada, 11 havayolu işletmesinin 7 değerlendirmekriterine göre hizmet kalitesi performansları bakımından ele alındığı veri seti analiz edilmiştir. Ayrıca uygulamasonrasında sonuçların tutarlılığının ölçümü için duyarlılık analizi gerçekleştirilmiştir.
Anahtar Kelime:

Konular: İşletme İşletme Finans

A NEW APPROACH IN SERVICE QUALITY ASSESSMENT: AN APPLICATION ON AIRLINES THROUGH CODAS METHOD

Öz:
In the last four decades in which the air transport sector has entered into a major development process, airlines have focused on improving their service performance in order to gain a competitive advantage. While different approaches are being used to measure the quality perception for the services, the use of Multi-Criteria Decision Making (MCDM) methods has become prominent in recent years. In this study, it is aimed to bring a new approach to the evaluation of service quality in firms by focusing on the air transport sector. In this study, one of the current methods, the CODAS method is used. The data set of 11 airlines, which are evaluated in terms of service quality performances according to 7 criteria, are analyzed. Sensitivity analysis is also performed to measure the stability of the results after the application.
Anahtar Kelime:

Konular: İşletme İşletme Finans
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA BAKIR M, ALPTEKİN N (2018). HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. , 1336 - 1353. 10.15295/bmij.v6i4.409
Chicago BAKIR Mahmut,ALPTEKİN NESRİN HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. (2018): 1336 - 1353. 10.15295/bmij.v6i4.409
MLA BAKIR Mahmut,ALPTEKİN NESRİN HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. , 2018, ss.1336 - 1353. 10.15295/bmij.v6i4.409
AMA BAKIR M,ALPTEKİN N HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. . 2018; 1336 - 1353. 10.15295/bmij.v6i4.409
Vancouver BAKIR M,ALPTEKİN N HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. . 2018; 1336 - 1353. 10.15295/bmij.v6i4.409
IEEE BAKIR M,ALPTEKİN N "HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA." , ss.1336 - 1353, 2018. 10.15295/bmij.v6i4.409
ISNAD BAKIR, Mahmut - ALPTEKİN, NESRİN. "HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA". (2018), 1336-1353. https://doi.org/10.15295/bmij.v6i4.409
APA BAKIR M, ALPTEKİN N (2018). HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business and Management Studies: An International Journal, 6(4), 1336 - 1353. 10.15295/bmij.v6i4.409
Chicago BAKIR Mahmut,ALPTEKİN NESRİN HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business and Management Studies: An International Journal 6, no.4 (2018): 1336 - 1353. 10.15295/bmij.v6i4.409
MLA BAKIR Mahmut,ALPTEKİN NESRİN HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business and Management Studies: An International Journal, vol.6, no.4, 2018, ss.1336 - 1353. 10.15295/bmij.v6i4.409
AMA BAKIR M,ALPTEKİN N HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business and Management Studies: An International Journal. 2018; 6(4): 1336 - 1353. 10.15295/bmij.v6i4.409
Vancouver BAKIR M,ALPTEKİN N HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business and Management Studies: An International Journal. 2018; 6(4): 1336 - 1353. 10.15295/bmij.v6i4.409
IEEE BAKIR M,ALPTEKİN N "HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA." Business and Management Studies: An International Journal, 6, ss.1336 - 1353, 2018. 10.15295/bmij.v6i4.409
ISNAD BAKIR, Mahmut - ALPTEKİN, NESRİN. "HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA". Business and Management Studies: An International Journal 6/4 (2018), 1336-1353. https://doi.org/10.15295/bmij.v6i4.409