Research Article
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AHP Tabanlı EDAS Yöntemleriyle Havayolu İşletmelerinde Hizmet Kalitesinin Değerlendirilmesi

Year 2020, Volume: 12 Issue: 4, 49 - 58, 31.12.2020

Tahsin Altınkurt , Fahriye Merdivenci

Abstract

Son 20
yıldır yoğun bir şekilde havayolu işletmeleri, kurdukları işletme modelleriyle
misafirlerine sundukları hizmetlerde farklılaşmaya giderek pazarda rekabet
üstünlüğü yakalamaya çalışmaktadır. Bu bağlamda, havayolu işletmelerinin tam
hizmet sunum modeliyle iş amaçlı (Business Class) seyahat eden yolcu pazarına
verdikleri hizmetlerin kalite düzeyi havayolu işletmelerini pazarda daha
rekabetçi yapmaktadır. Bu araştırma, SKYTRAX’a üye 11 havayolu işletmesinin iş
amaçlı seyahat eden yolcularına sunduğu hizmetlerin kalitesinin belirlenmesi ve
havayolu işletmelerinin sıralanması için yapılmıştır. Son yıllarda hizmet
kalitesinin ölçülmesi üzerine farklı yaklaşımlar geliştirilmiş olmasına rağmen
Çok Kriterli Karar Verme (ÇKKV) yöntemleri bu alanda diğer yöntemlerden
ayrışmaya başlamıştır. Bu çalışmada havayolu işletmelerinin hizmet kalitesi,
Çok Kriterli Karar Verme (ÇKKV- Multi-Criteria Decision Making) yöntemlerinden
AHP (Analytical Hierarchy Process) tabanlı EDAS (Evaluation based on Distance
from Average Solution) yöntemi ile ölçülmüştür. 
AHP yöntemiyle havayolu işletmelerinin hizmet kalitesi kriterlerinin
önem ağırlıkları beş farklı havacılık uzmandan alınan verilerle
değerlendirilmiştir. AHP yöntemiyle ölçülen önem ağırlıkları EDAS yöntemiyle
birleştirilerek havayolu işletmelerinin hizmet kalitesi sıralaması yapılmıştır.

Keywords

Havayolu İşletmesi Hizmet Kalitesi Çok Kriterli Karar Verme AHP EDAS

References

  • Abdullah, K., Jan, M. T., & Manaf, N. H. A. (2012). A structural equation modelling approach to validate the dimensions of servperf in airline industry of Malaysia. International Journal Of Engineering and Management Sciences, 3(2), 134-141.
  • Akal Z. (2005).İşletmelerde Performans Ölçüm ve Denetimi. Ankara: Milli Prodüktivite Yayınları
  • Altınkurt, T., Küçük, O. ve Budak, S. (2015). Ayırt edici hizmet sunumu ile hizmet kalitesinin havayolu işletme performansı üzerine etkisi: XYZ Havayolu A.Ş.örneği. The Journal Of Academic Social Science Studies, 39, 465-489
  • Bakır M. ve Alptekin N. (2018). Hizmet kalitesi ölçümüne yeni bir yaklaşım: CODAS yöntemi ile havayolu işletmeleri üzerine bir uygulama. BMIJ, 6(4), 1336-1353
  • Bakır, M. ve Atalık, Ö. (2018). Entropi ve Aras yöntemleriyle havayolu işletmelerinde hizmet kalitesinin değerlendirilmesi. İşletme Araştırmaları Dergisi, 10(1), 617-638.
  • Chau, V. S., & Kao, Y. Y. (2009). Bridge over troubled water or long and winding road?: gap-5 in airline service quality performance measures. Managing Service Quality, 19(1), 106-134. doi:10.1108/09604520910926836
  • Chen, I. S. (2016). A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: a study based on the Taiwanese airline ındustry. Journal Of Air Transport Management, (57), 7-18. doi: https://doi.org/10.1016/j.jairtraman.2016.07.004
  • Cronin Jr, J. J., & Taylor, S. A. (1994). Servperf versus servqual: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal Of Marketing, 58(1), 125-131. doi: 10.2307/1252256
  • Deveci, M., Özcan, E., John, R., & Öner, S. C. (2018). Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey. Journal Of Air Transport Management, (69), 83-98. doi: https://doi.org/10.1016/j.jairtraman.2018.01.008
  • Haghighat, N. (2017). Evaluatingairline service quality using fuzzy DEMATEL and ANP. Strategic Public Management Journal, 3(6), 57-77.
  • İslamoğlu, A. H., Candan, B., Hacıefendioğlu, Ş., ve Aydın, K. (2006). Hizmet Pazarlaması. İstanbul: Beta Yayınları
  • Jiang, H. (2013). Service quality of low-cost long-haul airlines–the case of Jet Star Airways And Air Asia X. Journal Of Air Transport Management, (26), 20-24. doi: https://doi.org/10.1016/j.jairtraman.2012.08.012
  • Keshavarz Ghorabaee, M., Amiri, M., Zavadskas, E. K., Turskis, Z., & Antucheviciene, J. (2017). A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria. Journal Of Air Transport Management, (63), 45-60. doi: https://doi.org/10.1016/j.jairtraman.2017.05.008
  • Keshavarz Ghorabaee, M., Zavadskas, E. K., Olfat, L., & Turskis, Z. (2015). Multi-criteria inventory classification using a new method of evaluation based on distance from average solution (EDAS). Informatica, 26(3), 435-451. doi: 10.15388/ınformatica.2015.57
  • Kuo, M. S. (2011). A novel interval-valued fuzzy mcdm method for improving airlines’ service quality in Chinese Cross-Strait Airlines. Transportation Research Part E: Logistics and Transportation Review, 47(6), 1177-1193. doi: 10.1016/j.tre.2011.05.007
  • Liou, J. J., Yen, L., & Tzeng, G. H. (2010). Using decision rules to achieve mass customization of airline services. European Journal Of Operational Research, 205(3), 680-686. doi:10.1016/j.ejor.2009.11.019
  • Öztürk, S. A. (2013). Hizmet Pazarlaması: Kuram, Uygulama Ve Örnekler. Bursa: Ekin Yayınevi.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49(4), 41-50. doi: 10.2307/1251430
  • Park, J. W. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal Of Air Transport Management, 13(4), 238-242. doi: 10.1016/j.jairtraman.2007.04.002
  • Park, J. W., Robertson, R., & Wu, C. L. (2006). The effects of individual dimensions of airline service quality: findings from Australian domestic air passengers. Journal Of Hospitality and Tourism Management, 13(2), 161-176. doi: https://doi.org/10.1375/jhtm.13.2.161
  • Perçin, S. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal Of Air Transport Management, (68), 48-60. doi: https://doi.org/10.1016/j.jairtraman.2017.07.004
  • Rhoades, D. L., & Waguespack Jr, B. (2008). Twenty years of service quality performance in the us airline industry. Managing Service Quality: An International Journal, 18(1): 20-33. doi: https://doi.org/10.1108/09604520810842821
  • Saaty, R. W. (1987). The analytic hierarchy process-what it is and how it is used. Mathematical Modelling, 9(3-5), 161-176. doi: https://doi.org/10.1016/0270-0255(87)90473-8
  • Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in transportation business & management, 10, 26-32. doi:https://doi.org/10.1016/j.rtbm.2014.04.001
  • Tiernan, S., Rhoades, D., & Waguespack, B. (2008). Airline alliance service quality performance-An analysis of US and EU member airlines. Journal Of Air Transport Management, 14(2), 99-102. doi: https://doi.org/10.1016/j.jairtraman.2008.02.003
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). “The evaluation of airline service quality by fuzzy MCDM”. Tourism Management, 23(2), 107-115. doi: https://doi.org/10.1016/S0261-5177(01)00050-4
  • Wang, R., Lin, Y. H., & Tseng, M. L. (2011). Evaluation of customer perceptions on airline service quality in uncertainty. Procedia-Social and Behavioral Sciences, 25, 419-437. doi: https://doi.org/10.1016/j.sbspro.2012.02.054
  • Yang, K. C., Hsieh, T. C., Li, H., & Yang, C. (2012). Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers. Journal Of Air Transport Management, 20, 52-53. doi: https://doi.org/10.1016/j.jairtraman.2011.12.007

Year 2020, Volume: 12 Issue: 4, 49 - 58, 31.12.2020

Tahsin Altınkurt , Fahriye Merdivenci

Abstract

References

  • Abdullah, K., Jan, M. T., & Manaf, N. H. A. (2012). A structural equation modelling approach to validate the dimensions of servperf in airline industry of Malaysia. International Journal Of Engineering and Management Sciences, 3(2), 134-141.
  • Akal Z. (2005).İşletmelerde Performans Ölçüm ve Denetimi. Ankara: Milli Prodüktivite Yayınları
  • Altınkurt, T., Küçük, O. ve Budak, S. (2015). Ayırt edici hizmet sunumu ile hizmet kalitesinin havayolu işletme performansı üzerine etkisi: XYZ Havayolu A.Ş.örneği. The Journal Of Academic Social Science Studies, 39, 465-489
  • Bakır M. ve Alptekin N. (2018). Hizmet kalitesi ölçümüne yeni bir yaklaşım: CODAS yöntemi ile havayolu işletmeleri üzerine bir uygulama. BMIJ, 6(4), 1336-1353
  • Bakır, M. ve Atalık, Ö. (2018). Entropi ve Aras yöntemleriyle havayolu işletmelerinde hizmet kalitesinin değerlendirilmesi. İşletme Araştırmaları Dergisi, 10(1), 617-638.
  • Chau, V. S., & Kao, Y. Y. (2009). Bridge over troubled water or long and winding road?: gap-5 in airline service quality performance measures. Managing Service Quality, 19(1), 106-134. doi:10.1108/09604520910926836
  • Chen, I. S. (2016). A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: a study based on the Taiwanese airline ındustry. Journal Of Air Transport Management, (57), 7-18. doi: https://doi.org/10.1016/j.jairtraman.2016.07.004
  • Cronin Jr, J. J., & Taylor, S. A. (1994). Servperf versus servqual: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal Of Marketing, 58(1), 125-131. doi: 10.2307/1252256
  • Deveci, M., Özcan, E., John, R., & Öner, S. C. (2018). Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey. Journal Of Air Transport Management, (69), 83-98. doi: https://doi.org/10.1016/j.jairtraman.2018.01.008
  • Haghighat, N. (2017). Evaluatingairline service quality using fuzzy DEMATEL and ANP. Strategic Public Management Journal, 3(6), 57-77.
  • İslamoğlu, A. H., Candan, B., Hacıefendioğlu, Ş., ve Aydın, K. (2006). Hizmet Pazarlaması. İstanbul: Beta Yayınları
  • Jiang, H. (2013). Service quality of low-cost long-haul airlines–the case of Jet Star Airways And Air Asia X. Journal Of Air Transport Management, (26), 20-24. doi: https://doi.org/10.1016/j.jairtraman.2012.08.012
  • Keshavarz Ghorabaee, M., Amiri, M., Zavadskas, E. K., Turskis, Z., & Antucheviciene, J. (2017). A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria. Journal Of Air Transport Management, (63), 45-60. doi: https://doi.org/10.1016/j.jairtraman.2017.05.008
  • Keshavarz Ghorabaee, M., Zavadskas, E. K., Olfat, L., & Turskis, Z. (2015). Multi-criteria inventory classification using a new method of evaluation based on distance from average solution (EDAS). Informatica, 26(3), 435-451. doi: 10.15388/ınformatica.2015.57
  • Kuo, M. S. (2011). A novel interval-valued fuzzy mcdm method for improving airlines’ service quality in Chinese Cross-Strait Airlines. Transportation Research Part E: Logistics and Transportation Review, 47(6), 1177-1193. doi: 10.1016/j.tre.2011.05.007
  • Liou, J. J., Yen, L., & Tzeng, G. H. (2010). Using decision rules to achieve mass customization of airline services. European Journal Of Operational Research, 205(3), 680-686. doi:10.1016/j.ejor.2009.11.019
  • Öztürk, S. A. (2013). Hizmet Pazarlaması: Kuram, Uygulama Ve Örnekler. Bursa: Ekin Yayınevi.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing. 49(4), 41-50. doi: 10.2307/1251430
  • Park, J. W. (2007). Passenger perceptions of service quality: Korean and Australian case studies. Journal Of Air Transport Management, 13(4), 238-242. doi: 10.1016/j.jairtraman.2007.04.002
  • Park, J. W., Robertson, R., & Wu, C. L. (2006). The effects of individual dimensions of airline service quality: findings from Australian domestic air passengers. Journal Of Hospitality and Tourism Management, 13(2), 161-176. doi: https://doi.org/10.1375/jhtm.13.2.161
  • Perçin, S. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal Of Air Transport Management, (68), 48-60. doi: https://doi.org/10.1016/j.jairtraman.2017.07.004
  • Rhoades, D. L., & Waguespack Jr, B. (2008). Twenty years of service quality performance in the us airline industry. Managing Service Quality: An International Journal, 18(1): 20-33. doi: https://doi.org/10.1108/09604520810842821
  • Saaty, R. W. (1987). The analytic hierarchy process-what it is and how it is used. Mathematical Modelling, 9(3-5), 161-176. doi: https://doi.org/10.1016/0270-0255(87)90473-8
  • Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in transportation business & management, 10, 26-32. doi:https://doi.org/10.1016/j.rtbm.2014.04.001
  • Tiernan, S., Rhoades, D., & Waguespack, B. (2008). Airline alliance service quality performance-An analysis of US and EU member airlines. Journal Of Air Transport Management, 14(2), 99-102. doi: https://doi.org/10.1016/j.jairtraman.2008.02.003
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). “The evaluation of airline service quality by fuzzy MCDM”. Tourism Management, 23(2), 107-115. doi: https://doi.org/10.1016/S0261-5177(01)00050-4
  • Wang, R., Lin, Y. H., & Tseng, M. L. (2011). Evaluation of customer perceptions on airline service quality in uncertainty. Procedia-Social and Behavioral Sciences, 25, 419-437. doi: https://doi.org/10.1016/j.sbspro.2012.02.054
  • Yang, K. C., Hsieh, T. C., Li, H., & Yang, C. (2012). Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low cost carriers. Journal Of Air Transport Management, 20, 52-53. doi: https://doi.org/10.1016/j.jairtraman.2011.12.007
There are 28 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Research Article
Authors

Tahsin Altınkurt 0000-0001-8378-4370

Fahriye Merdivenci 0000-0001-8956-7051

Publication Date December 31, 2020
Published in Issue Year 2020Volume: 12 Issue: 4

Cite

APA Altınkurt, T., & Merdivenci, F. (2020). AHP Tabanlı EDAS Yöntemleriyle Havayolu İşletmelerinde Hizmet Kalitesinin Değerlendirilmesi. Aksaray Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 12(4), 49-58.
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