DETERMINATION OF FACTORS AFFECTING THE QUALITY OF AIRPORT TERMINAL SERVICES
HAVALİMANI TERMİNAL HİZMET KALİTESİNİ ETKİLEYEN FAKTÖRLERİN BELİRLENMESİ

Author : Bekir TUNCER - - Erdoğan GAVCAR
Number of pages : 183-211

Summary

Travels have become more frequent and comprehensive as millions of people are constantly moving all over the world as a way of life due to the transformation of the world into a common global market and the contribution of improvements in transportation networks. The privatization of airports and terminals has become a significant issue under the impact of the general liberalization and privatization trends that have come into existence as state ownership of airlines gradually disappeared and both national and international regulations incrementally eliminated. The aim of this research is to determine the factors that form terminal service quality and subsequently to gauge the effect of these factors on terminal service quality. In the first chapter, the factors that constitute terminal service quality have been discovered in the exploratory factor analyses that used the scale developed by this researcher. In the following and the final stage model development strategy has been pursu

Keywords

Service Quality, Airport Terminal Service Quality, Dimensions of Terminal Services

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