Öz
Kaynakça
- Appelt, S., Batta, R., Lin, L., Drury, C. (2007). Simulation of passanger check-in at a medium-sized US airport. Proceedings of the 2007 Winter Simulation Conference, 1252-1260.
- De Vaus, D. (2001). Research design in social research. London: Sage Publications.
- Devlet Hava Meydanları İşletmesi [DHMİ] (2015). Devlet Hava Meydanları İşletmesi 2015 Faaliyet Raporu. Ankara: DHMİ.
- Field, A. (2000). Discovering statistics using SPSS for Windows. London: Sage Publications.
- Grigoroudis, E., Siskos, Y. (2010). Customer satisfaction evaluation: Methods for measuring and implementing service quality. New York: Springer.
- Grönroos, C. (2007). Service management and marketing. West Sussex: John Wiley and Sons Ltd. International Standarts Organization [ISO], (2015). Quality management systems - fundamentals and vocabulary. International Standart Organizatons.
- Kotler, P. (1997). Marketing management: Analysis, planning, implementation and control (9th ed.). New Jersey: Prentice Hall International Inc.
- Kuyucak, F., Şengür, Y. (2009). Değer zinciri analizi: Havayolu işletmeleri için genel bir çerçeve. Karamanoğlu Mehmetbey Üniversitesi İİBF Dergisi, 16, 312-147.
- Lee, A. M., Longton, P. A. (1959). Queueing processes associated with airline passenger check-in. Operational Research Quarterly, 10 (1), 56-71.
- Lu, J., Choi, J., Tseng, W. (2011). Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean and Taiwanese passengers. Journal of Air Transport Management, 17, 249-252.
- Parasuraman, A., Zeithaml, V. A. ve Berry., L. L. (1988). Servqual. Journal of retailing, 64 (1), 12-40.
- Takakuwa, S., Oyama, T. (2003). Simulation analysis of international departure passenger flows in an airport terminal. Proceedings of the 2003 Winter Simulation Conference, 1627-1634.
Öz
Check-in is the first step of the service provided by airline and it can reach up to %80 of the whole waiting time in terminal. Passengers leave their baggage and take their boarding cards in this stage. Service provided by airline starts with check-in. Probable delays in this stage can affect whole process. Evaluation of the airline service from the perspective of passenger is an issue beginning from check-in step. In our study, check-in process is focused and factors affecting service quality perception are examined. SERVQUAL scale is used in order to measure expectations and perceptions of passengers. Under 5 main components of SERVQUAL scale, 17 items are prepared proper to check-in service. Data is collected conducting 412 face to face questionnaires on dates of September 11-14, 2015 at Antalya International Airport. In consequence of study, factors affecting service quality perception, expectation gaps and time related issues are revealed.
Anahtar Kelimeler
Kaynakça
- Appelt, S., Batta, R., Lin, L., Drury, C. (2007). Simulation of passanger check-in at a medium-sized US airport. Proceedings of the 2007 Winter Simulation Conference, 1252-1260.
- De Vaus, D. (2001). Research design in social research. London: Sage Publications.
- Devlet Hava Meydanları İşletmesi [DHMİ] (2015). Devlet Hava Meydanları İşletmesi 2015 Faaliyet Raporu. Ankara: DHMİ.
- Field, A. (2000). Discovering statistics using SPSS for Windows. London: Sage Publications.
- Grigoroudis, E., Siskos, Y. (2010). Customer satisfaction evaluation: Methods for measuring and implementing service quality. New York: Springer.
- Grönroos, C. (2007). Service management and marketing. West Sussex: John Wiley and Sons Ltd. International Standarts Organization [ISO], (2015). Quality management systems - fundamentals and vocabulary. International Standart Organizatons.
- Kotler, P. (1997). Marketing management: Analysis, planning, implementation and control (9th ed.). New Jersey: Prentice Hall International Inc.
- Kuyucak, F., Şengür, Y. (2009). Değer zinciri analizi: Havayolu işletmeleri için genel bir çerçeve. Karamanoğlu Mehmetbey Üniversitesi İİBF Dergisi, 16, 312-147.
- Lee, A. M., Longton, P. A. (1959). Queueing processes associated with airline passenger check-in. Operational Research Quarterly, 10 (1), 56-71.
- Lu, J., Choi, J., Tseng, W. (2011). Determinants of passengers’ choice of airline check-in services: A case study of American, Australian, Korean and Taiwanese passengers. Journal of Air Transport Management, 17, 249-252.
- Parasuraman, A., Zeithaml, V. A. ve Berry., L. L. (1988). Servqual. Journal of retailing, 64 (1), 12-40.
- Takakuwa, S., Oyama, T. (2003). Simulation analysis of international departure passenger flows in an airport terminal. Proceedings of the 2003 Winter Simulation Conference, 1627-1634.
Ayrıntılar
| Bölüm | Articles |
|---|---|
| Yazarlar | |
| Yayımlanma Tarihi | 30 Haziran 2016 |
| Yayımlandığı Sayı | Yıl 2016 Cilt: 3 Sayı: 2 |
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