Author :
Abstract
Bu araştırmanın temel amacı, yolcuların aldığı kabin içi hizmetleri ile bu hizmetlere yönelik memnuniyet düzeyleri ve uçuş deneyimleri üzerindeki etkilerini ortaya koymaktır. İstanbul’da büyük bir devlet havalimanında; farklı havayollarını kullanan, iç hat uçuşu yapan, ekonomik, sosyo-kültürel ve gelir düzeyi farklı olan 431 yolcu ile gerçekleştirilen çalışmada, yolcu memnuniyetini etkileyen hizmet kalitesi faktörleri analiz edilirken fiziki görünüm, güvenilirlik, sorumluluk güvence, duyarlılık boyutları ele alınmıştır. Yolcuların uçuş deneyimlerindeki memnuniyetlerinin; uçuşun uzunluğu, uçuşun sayısı ve uçuşun yapıldığı bölgelere göre değişiklik gösterdiği saptanmıştır. Bunlara bağlı olarak; havayolu işletmecilerinin, araştırmacıların ve akademisyenlerin yapacağı çalışmalar için bazı önerilerde bulunulmuştur.
Keywords
Abstract
The main purpose of this study is to reveal the in-cabin services that passengers receive and their effects on their satisfaction levels and flight experiences. In a big state airport in Istanbul; In the study conducted with 431 passengers using different airlines, making domestic flights, with different economic, socio-cultural and income levels, while analyzing the service quality factors affecting passenger satisfaction, physical appearance, reliability, responsibility assurance, sensitivity dimensions were discussed. Passengers' satisfaction with their flight experience; It has been determined that the length of the flight varies according to the number of flights and the regions where the flight is made. Depending on these; Some suggestions have been made for studies to be carried out by airline operators, researchers and academicians.
Keywords
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