HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ

Canan UZ, (İskenderun Teknik Üniversitesi, Hatay, Türkiye)
Nur CANARSLAN (Anadolu Üniversitesi, Eskişehir, Türkiye)
Turkish Studies (Elektronik)
1 0
Yıl: 2019 Cilt: 14 Sayı: 4 Sayfa Aralığı: 2905 - 2922 Metin Dili: Türkçe DOI: 10.29228/TurkishStudies.23452 İndeks Tarihi: 04-08-2020

HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ

Öz:
Küresel dünyanın yeni eğilimleri birçok sektörü etkilemiştir. Busektörlerin aktif şekilde faaliyet göstermeleri, ancak hızlı bir adaptasyonsüreci ile mümkün olabilmektedir. Ulaşım sektöründe yaşanan hızlıdeğişimler insanların hızlı akıp giden dünyaya adapte olabilmeleri içinseyahat etme şekillerini değiştirerek daha hızlı ulaşım araçlarını tercihetmelerine neden olmaktadır. Sağladığı bu avantaj nedeniyle en çoktercih edilen ulaşım türlerinden biri olan havayolu ulaşımında yolcumemnuniyeti sağlamak, rakip sayısının günden güne artması nedeniylehayati bir rol oynamaktadır. Somut üründen çok soyut ürün olaraktanımlanabilen havayolu ulaşım sektöründe yolcuların ürün algısı,yaptıkları her bir işlemin bileşkesi olmaktadır. Dolayısıyla, bir uçuşunsağlanabilmesi için gerekli olan bütün işlemlerin yolcu memnuniyetiüzerine etki ettiği düşünülmektedir. Söz konusu işlemlerin sadece uçuşanını kapsamadığı, neredeyse uçuş fikrinin oluşmasıyla başlayıp varışnoktasından sonra da devam ettiği ve hem somut hem soyut öğeleriiçerdiğini söylemek mümkündür. Bu aşamaların yolcu memnuniyetinenasıl etki ettiklerinin bilinmesinin özellikle firmalar açısından önem arzettiği düşünüldüğünden, uçuş öncesi, uçuş sırası ve uçuş sonrası hizmetkalitesinin etkilerinin ayrı ayrı incelenmesi amaçlanmıştır. Araştırmaverileri anket yöntemi ile toplanmış, anket uygulaması sosyal medyaaracılığıyla gerçekleştirilmiştir. Araştırmanın örneklemini en az bir defahavayolu seyahati yapan kişiler oluşturmuştur. Çalışmanın sonucundahavayolu ulaşımında farklı hizmet aşamalarının yolcu memnuniyetiüzerinde nasıl bir etkisinin olduğu yanıtlanmaya çalışılmış ve bu etkininyönü tespit edilmek istenmiştir.
Anahtar Kelime:

EFFECT OF AIRLINE SERVICE QUALITY ON PASSENGER SATISFACTION

Öz:
New trends in the global world have affected many sectors. These sectors’ operations is only possible with a rapid adaptation process. The rapid changes in the transportation sector change people’s way of travel in order to adapt to the fast-flowing world and make them prefer faster means of transportation. Due to this advantage, providing passenger satisfaction in airline transportation, which is one of the most preferred transportation types plays a vital role due to the increasing number of competitors. In the airline transportation sector, which can be defined as an intangible product rather than a tangible product, the product perception of passengers is the result of each transaction. Therefore, it is thought that all the operations which are necessary to ensure a flight affect the passenger satisfaction. It is possible to say that these operations do not only cover the moment of flight, it is almost starting with the formation of the flight idea and continuing after the destination and also include both tangible and intangible elements. Since it is thought that knowing how these stages affect passenger satisfaction is especially important for companies, it is aimed to investigate the effects of pre-flight, in-flight and post-flight service quality separately. The research data were collected by questionnaire method and the survey application was applied via social media. The sample of the study consisted of people traveling at least once. As a result of this study, it has been tried to answer the effect of different service stages in passenger transportation on passenger satisfaction and to determine the direction of this effect.
Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA YILMAZ UZ C, ÖZER-CANARSLAN N (2019). HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. , 2905 - 2922. 10.29228/TurkishStudies.23452
Chicago YILMAZ UZ CANAN,ÖZER-CANARSLAN NUR HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. (2019): 2905 - 2922. 10.29228/TurkishStudies.23452
MLA YILMAZ UZ CANAN,ÖZER-CANARSLAN NUR HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. , 2019, ss.2905 - 2922. 10.29228/TurkishStudies.23452
AMA YILMAZ UZ C,ÖZER-CANARSLAN N HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. . 2019; 2905 - 2922. 10.29228/TurkishStudies.23452
Vancouver YILMAZ UZ C,ÖZER-CANARSLAN N HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. . 2019; 2905 - 2922. 10.29228/TurkishStudies.23452
IEEE YILMAZ UZ C,ÖZER-CANARSLAN N "HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ." , ss.2905 - 2922, 2019. 10.29228/TurkishStudies.23452
ISNAD YILMAZ UZ, CANAN - ÖZER-CANARSLAN, NUR. "HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ". (2019), 2905-2922. https://doi.org/10.29228/TurkishStudies.23452
APA YILMAZ UZ C, ÖZER-CANARSLAN N (2019). HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. Turkish Studies (Elektronik), 14(4), 2905 - 2922. 10.29228/TurkishStudies.23452
Chicago YILMAZ UZ CANAN,ÖZER-CANARSLAN NUR HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. Turkish Studies (Elektronik) 14, no.4 (2019): 2905 - 2922. 10.29228/TurkishStudies.23452
MLA YILMAZ UZ CANAN,ÖZER-CANARSLAN NUR HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. Turkish Studies (Elektronik), vol.14, no.4, 2019, ss.2905 - 2922. 10.29228/TurkishStudies.23452
AMA YILMAZ UZ C,ÖZER-CANARSLAN N HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. Turkish Studies (Elektronik). 2019; 14(4): 2905 - 2922. 10.29228/TurkishStudies.23452
Vancouver YILMAZ UZ C,ÖZER-CANARSLAN N HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ. Turkish Studies (Elektronik). 2019; 14(4): 2905 - 2922. 10.29228/TurkishStudies.23452
IEEE YILMAZ UZ C,ÖZER-CANARSLAN N "HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ." Turkish Studies (Elektronik), 14, ss.2905 - 2922, 2019. 10.29228/TurkishStudies.23452
ISNAD YILMAZ UZ, CANAN - ÖZER-CANARSLAN, NUR. "HAVAYOLU HİZMET KALİTESİNİN YOLCU MEMNUNİYETİ ÜZERİNE ETKİSİ". Turkish Studies (Elektronik) 14/4 (2019), 2905-2922. https://doi.org/10.29228/TurkishStudies.23452
Sayfa Oluşturulma Tarihi
23-04-2024 12:52

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