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Havacılıkta Hizmet Kalitesinin Artırılması: Yer Hizmetlerinin Kritik Rolü

Yıl 2025, ERKEN GÖRÜNÜM, 1 - 1

Seda Hatipoğlu , Hazal Ergül , Yaşar Kepti

https://doi.org/10.2339/politeknik.1659840

Öz

Yolcuların artan talebi havayolu taşımacılığı sektöründe rekabeti artırmış ve hizmet kalitesini yeniliğe ve gelişime açık hale getirmiştir. Ancak yolcular genellikle hizmet kalitesini, yer hizmetleri şirketlerinin rolünün farkında olmadan doğrudan havayollarına atfetmektedir. Bu çalışma, özellikle Türk Hava Yolları'nın Türkiye'deki iç hat uçuşlarına odaklanarak, yer hizmetleri sektörünün genel hizmet kalitesi üzerindeki etkisine odaklanmaktadır. Çalışma, SERVQUAL modelini kullanarak yolcuların beklentileri ile havayolu ve yer hizmetlerine ilişkin algıları arasındaki farkı ölçmektedir. Analiz, yer hizmetlerin yolcuların genel hizmet kalitesi algılarını şekillendirmede kritik bir rol oynadığını ortaya koymaktadır. Bulgular, yer hizmetlerinin 'Tepkisellik' boyutunu olumsuz yönde önemli ölçüde etkilediğini, 'Empati' boyutunu ise artırdığını göstermektedir. Algılanan ve beklenen hizmet kalitesi puanlarını analiz etmek için bir Quadrant grafiği oluşturulmuştur. İyileştirilmesi gereken dört yer hizmetler arasında; zamanında, sağlam bagaj teslimatı; çeşitli kontrol noktalarında personelin yolcuların sorunlarını çözmeye samimi ilgi göstermesi; varış havaalanında kısa bagaj teslimat süresi; ve check-in, uçağa biniş, bağlantı yardımı ve bagaj teslim alanlarında çalışanlardan kişiselleştirilmiş ilgi yer almaktadır.

Anahtar Kelimeler

Servis Kalitesi Yer Hizmetleri Servisi SERVQUAL Havacılık Endüstrisi Yolcu Memnuniyeti

Kaynakça

  • [1] Ş. Okay ve M. Akçay, “Otomotiv Yetkili Servislerinde Çalışanların Memnuniyet Düzeylerine İlişkin Bir Araştırma”, Politeknik Dergisi, c. 13, sy. 2, ss. 111–119, (2010).
  • [2] K. İ. Özek, A. Aktepe, and S. Ersöz, “A Model Proposal for Movie Theater Service Performance Index (MTSPI) Calculation with Structural Equation Modeling and Application,” Politeknik Dergisi., vol. 27, no. 2, pp. 575–585, (2024).
  • [3] Y. Kepti, “Measurement of the effect of ground handling on airline transportation service quality by SERVQUAL method,” Gazi University, Graduate School of Natural and Applied Sciences, (2023).
  • [4] E. ÖZKAN AKSU and İ. TEMİZ, “Havayolu Operasyonlarında Dayanıklı Ekip Eşleme İçin Eniyileme Yaklaşımı: Bir Havayolu Şirketi Uygulaması,” Politeknik Dergisi., vol. 24, no. 2, pp. 417–429, (2021).
  • [5] E. Bahar, “Airlines employees service quality perception of the ground handling management services and its impact on customer’s satisfaction and customer’s loyalty: A field study,” İstanbul University, Institute of Social Sciences, (2017).
  • [6] Directorate General of Civil Aviation, “Airline Aircraft Fleet Statistics,” (2023). https://web.shgm.gov.tr/en/kurumsal/6463-statistics.
  • [7] DHMI, “2023 yılı Faali̇yet raporu,” Ankara, Türkiye, (2024).
  • [8] Devlet Hava Meydanları İşletmesi, “Map of Turkish Airports,” (2024). https://www.dhmi.gov.tr/Sayfalar/HavaLimanlari.aspx.
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  • [10] F. T. S. Chan, H. K. Chan, R. W. L. Ip, and H. C. W. Lau, “A decision support system for supplier selection in the airline industry,” Proc. Inst. Mech. Eng. Part B J. Eng. Manuf., vol. 221, no. 4, pp. 741–758, (2007).
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  • [12] N. Anlı, “Service quality measurement in airline,” İstanbul Kültür University, Insistute of Graduate Education, (2019).
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  • [14] M. E. Dursun, “Measuring the pre-flight, in-flight and post-flight service quality of airlines : A research at domestic flights,” Anadolu University, Institute of Social Sciences, (2008).
  • [15] Ö. Aktan İbik, “The importance of service quality in competitive environment and an application towards the realization of service quality in an airlines corporate,” Kocaeli University, Graduate School of Natural and Applied Sciences, (2006).
  • [16] B. Küçük Çırpın and D. Kurt, “Measuring The Service Quality In Airline Companies,” J. Transp. Logist., vol. 1, no. 1, pp. 83–83, (2016).
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  • [18] F. Pakdil and Ö. Aydin, “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores,” J. Air Transp. Manag., vol. 13, no. 4, pp. 229–237, (2007).
  • [19] E. Tolpa, “Measuring customer expectations of service quality: case airline industry,” Aalto University, (2012).
  • [20] M. S. Shanka, “Measuring Service Quality in Ethiopian Airlines,” J. Educ. Soc. Res., vol. 2, no. 9, pp. 173–180, (2013).
  • [21] F. T. Shah, Z. Syed, A. Imam, and A. Raza, “The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator,” J. Air Transp. Manag., vol. 85, no. March (2019).
  • [22] U. Şeleci, “Analysis of service quality in Turkish aviation industry,” Bahçeşehir University, Graduate School of Natural and Applied Sciences, (2018).
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  • [26] N. Banerjee and R. Singh, “An Empirical Study on Measuring Service Quality in Public and Private Airlines in India,” (2013).
  • [27] J. Lim and H. C. Lee, “Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel,” Curr. Issues Tour., vol. 23, no. 10, pp. 1261–1276, (2020).
  • [28] G. Ataman, N. Behram, and S. Eşgi, “İş Amaçlı Havayolu Pazarında Hizmet Kalitesinin SERVQUAL Modeli İle Ölçülmesi ve Türk Hava Yolları ‘Busıness Class’ Yolcuları Üzerine Bir Araştırma,” Selçuk Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 26, no. January 2011, pp. 72–87, (2011).
  • [29] A. Ermeç Sertoğlu and S. Mutlu, “Düşük Maliyetli ve Tam Hizmet Sunan Havayolları Müşterilerinin Hizmet Kalitesi Beklentilerinin Karşılaştırılması - The Comparison of Service Quality Expectations of Low Cost Carriers and Full Service Carriers Customers,” J. Bus. Res. - Turk, vol. 10, no. 1, pp. 528–550, (2018).
  • [30] A. Okumuş and H. Asil, “Havayolu taşımacılığında yerli ve yabancı yolcuların memnuniyet düzeylerine göre beklentilerinin incelenmesi,” Kocaeli Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 13, no. 1, pp. 152–175, (2007).
  • [31] F. Sultan and M. Simpson, “International service variants: A study of airline passenger expectations and perceptions of service quality,” J. Serv. Mark., vol. 14, no. 3, pp. 188–216, (1995).
  • [32] S. Suresh, T. G. Balachandran, and S. Sendilvelan, “Empirical investigation of airline service quality and passenger satisfaction in India,” Int. J. Performability Eng., vol. 13, no. 2, pp. 109–118, (2017).
  • [33] M. Sandada and B. Matibiri, “An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa,” South East Eur. J. Econ. Bus., vol. 11, pp. 41–53, (2016).
  • [34] H. Korkmaz, “Havayolları İç Hatlarda Algılanan Hizmet Kalitesinin Müşteri Memnuniyeti ve Tekrar Satın Alma Davranışına Etkisi,” Karabuk Univ. J. Inst. Soc. Sci., vol. 5, no. 5–2, pp. 253–253, (2015).
  • [35] S. B. Toprak, “The effect of website service quality on customer satisfaction in low cost airline companies: A research,” İstanbul University, Institute of Social Sciences, (2019).
  • [36] M. Yaşar and E. Özdemir, “Evaluating Service Quality of Ground Handling Operations in Turkey: An Analysis Using SERVQUAL Scores,” The 3rd International Aviation Management Conference, pp. 71–82., (2016).
  • [37] M. Yasar and E. Ozdemir, “Turning the Service Quality Approach in a Different Direction: Measuringthe Ground Service Quality Perceptions of Airlines By the ServqualMethod,” Manag. Res. Pract., vol. 14, no. 4, pp. 5–18, (2022).
  • [38] J. Rezaei, O. Kothadiya, L. Tavasszy, and M. Kroesen, “Quality assessment of airline baggage handling systems using SERVQUAL and BWM,” Tour. Manag., vol. 66, pp. 85–93, (2018).
  • [39] T. Altınkurt, “Effect of service quality and distinctive service offering on airline business performance: An implementation in aviation sector,” Gümüşhane University, Institute of Social Sciences, (2015).
  • [40] J. Barnes, “Measuring Service Quality in the Low- ­ ‐ Cost Airline Industry,” University of Stirling, (2017).
  • [41] A. Akpur, “Cabin services quality perception and an application example in low cost airline companies,” Sakarya University, Institute of Social Sciences, (2017).
  • [42] İ. Kazançoğlu, “Havayolu Fi̇rmalarinda Müşteri Sadakati̇ni̇n Yaratilmasinda Kurum İmajinin Ve Algilanan Hi̇zmet Kali̇tesi̇ni̇ Etki̇si̇,” Akdeniz Üniversitesi İktisadi ve İdari Bilim. Fakültesi Derg., vol. 11, no. 21, pp. 130–158, (2011).
  • [43] A. Akpur and B. Zengin, “A Comparative Study to Measure Cabin Services Quality Perception of Internal and External Costumers,” Int. J. Soc. Sci., vol. 4, no. 1, pp. 29–49, (2019).
  • [44] Y. Doğan, “An investigation of the quality of service in the service sector according to demographic variables: An application in the airport operating firm,” Marmara University, Institute of Social Sciences, (2020).
  • [45] E. Karaarslan, “A study on improvement of service qualityin air passenger transportation: effects of cabin services on customer preferences,” İstanbul University, (2015).
  • [46] S. D. Barghı Demir and Z. E. Satı, “The Evaluation of The Airlines Baggage Services Quality Effects to Passengers Satisfaction,” Anadolu Bil Mesl. Yüksekokulu Derg., vol. 44, (2016).
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Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services

Yıl 2025, ERKEN GÖRÜNÜM, 1 - 1

Seda Hatipoğlu , Hazal Ergül , Yaşar Kepti

https://doi.org/10.2339/politeknik.1659840

Öz

The increasing demand for air travel has intensified competition, necessitating continuous innovation and development in service quality. However, passengers often attribute service quality directly to airlines, unaware of the role of ground handling service companies. This study investigates the impact of ground handling services on overall service quality in the aviation sector, with a particular emphasis on Turkish Airlines' domestic flights in Türkiye. Using the SERVQUAL model, the study measures the gap between passengers' expectations and their perceptions of both airline and ground handling services. The analysis reveals that ground handling services play a critical role in shaping passengers' overall service perceptions. The findings indicate that while ground handling services negatively affect the 'Responsiveness' dimension, they enhance the 'Empathy' dimension. A quadrant chart was developed to analyze perceived and expected service quality scores. Four ground service aspects identified for improvement include timely and intact luggage delivery, staff engagement in problem-solving, short baggage delivery times at arrival airports, and personalized attention during check-in, boarding, connection assistance, and baggage claim.

Anahtar Kelimeler

Service Quality Ground Handling Services SERVQUAL Aviation Industry Passenger Satisfaction

Kaynakça

  • [1] Ş. Okay ve M. Akçay, “Otomotiv Yetkili Servislerinde Çalışanların Memnuniyet Düzeylerine İlişkin Bir Araştırma”, Politeknik Dergisi, c. 13, sy. 2, ss. 111–119, (2010).
  • [2] K. İ. Özek, A. Aktepe, and S. Ersöz, “A Model Proposal for Movie Theater Service Performance Index (MTSPI) Calculation with Structural Equation Modeling and Application,” Politeknik Dergisi., vol. 27, no. 2, pp. 575–585, (2024).
  • [3] Y. Kepti, “Measurement of the effect of ground handling on airline transportation service quality by SERVQUAL method,” Gazi University, Graduate School of Natural and Applied Sciences, (2023).
  • [4] E. ÖZKAN AKSU and İ. TEMİZ, “Havayolu Operasyonlarında Dayanıklı Ekip Eşleme İçin Eniyileme Yaklaşımı: Bir Havayolu Şirketi Uygulaması,” Politeknik Dergisi., vol. 24, no. 2, pp. 417–429, (2021).
  • [5] E. Bahar, “Airlines employees service quality perception of the ground handling management services and its impact on customer’s satisfaction and customer’s loyalty: A field study,” İstanbul University, Institute of Social Sciences, (2017).
  • [6] Directorate General of Civil Aviation, “Airline Aircraft Fleet Statistics,” (2023). https://web.shgm.gov.tr/en/kurumsal/6463-statistics.
  • [7] DHMI, “2023 yılı Faali̇yet raporu,” Ankara, Türkiye, (2024).
  • [8] Devlet Hava Meydanları İşletmesi, “Map of Turkish Airports,” (2024). https://www.dhmi.gov.tr/Sayfalar/HavaLimanlari.aspx.
  • [9] P. Hernon and E. Altman, Assessing service quality: Satisfying the expectations of library customers, 2nd Editio. Chicago, IL: American Library Association, (1998).
  • [10] F. T. S. Chan, H. K. Chan, R. W. L. Ip, and H. C. W. Lau, “A decision support system for supplier selection in the airline industry,” Proc. Inst. Mech. Eng. Part B J. Eng. Manuf., vol. 221, no. 4, pp. 741–758, (2007).
  • [11] G. Burghouwt, J. Poort, and H. Ritsema, “Lessons learnt from the market for air freight ground handling at amsterdam airport schiphol,” J. Air Transp. Manag., vol. 41, pp. 56–63, (2014).
  • [12] N. Anlı, “Service quality measurement in airline,” İstanbul Kültür University, Insistute of Graduate Education, (2019).
  • [13] E. Kahraman, “Level of satisfaction and service quality perception of the airline passenger service,” Beykent University, Institute of Social Sciences, (2016).
  • [14] M. E. Dursun, “Measuring the pre-flight, in-flight and post-flight service quality of airlines : A research at domestic flights,” Anadolu University, Institute of Social Sciences, (2008).
  • [15] Ö. Aktan İbik, “The importance of service quality in competitive environment and an application towards the realization of service quality in an airlines corporate,” Kocaeli University, Graduate School of Natural and Applied Sciences, (2006).
  • [16] B. Küçük Çırpın and D. Kurt, “Measuring The Service Quality In Airline Companies,” J. Transp. Logist., vol. 1, no. 1, pp. 83–83, (2016).
  • [17] S. Hatipoğlu and E. Işik, “Havayolu Ulaşımında Hizmet Kalitesinin Ölçülmesi: İç Hatlarda Bir Uygulama,” Kahramanmaraş Sütçü İmam Üniversitesi, Sos. Bilim. Derg., vol. 12, no. 2, (2015).
  • [18] F. Pakdil and Ö. Aydin, “Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores,” J. Air Transp. Manag., vol. 13, no. 4, pp. 229–237, (2007).
  • [19] E. Tolpa, “Measuring customer expectations of service quality: case airline industry,” Aalto University, (2012).
  • [20] M. S. Shanka, “Measuring Service Quality in Ethiopian Airlines,” J. Educ. Soc. Res., vol. 2, no. 9, pp. 173–180, (2013).
  • [21] F. T. Shah, Z. Syed, A. Imam, and A. Raza, “The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator,” J. Air Transp. Manag., vol. 85, no. March (2019).
  • [22] U. Şeleci, “Analysis of service quality in Turkish aviation industry,” Bahçeşehir University, Graduate School of Natural and Applied Sciences, (2018).
  • [23] A. A. Şener, “Analysis of relationship between service quality and competitive strategies: A research on Turkish Civil Aviation companies,” Beykent University, Institute of Social Sciences, (2017).
  • [24] K. Aydin and S. Yildirim, “The measurement of service quality with SERVQUAL for different domestic airline firms in Turkey,” Serbian J. Manag., vol. 7, no. 2, pp. 219–230, (2012).
  • [25] G. S. B. Hongwei Jiang and G. Wild, “A study of China’s major domestic airlines’ service quality at Shanghai’s Hongqiao and Pudong International Airports,” Aviation, vol. 21, no. 4, pp. 143–154, (2017).
  • [26] N. Banerjee and R. Singh, “An Empirical Study on Measuring Service Quality in Public and Private Airlines in India,” (2013).
  • [27] J. Lim and H. C. Lee, “Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel,” Curr. Issues Tour., vol. 23, no. 10, pp. 1261–1276, (2020).
  • [28] G. Ataman, N. Behram, and S. Eşgi, “İş Amaçlı Havayolu Pazarında Hizmet Kalitesinin SERVQUAL Modeli İle Ölçülmesi ve Türk Hava Yolları ‘Busıness Class’ Yolcuları Üzerine Bir Araştırma,” Selçuk Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 26, no. January 2011, pp. 72–87, (2011).
  • [29] A. Ermeç Sertoğlu and S. Mutlu, “Düşük Maliyetli ve Tam Hizmet Sunan Havayolları Müşterilerinin Hizmet Kalitesi Beklentilerinin Karşılaştırılması - The Comparison of Service Quality Expectations of Low Cost Carriers and Full Service Carriers Customers,” J. Bus. Res. - Turk, vol. 10, no. 1, pp. 528–550, (2018).
  • [30] A. Okumuş and H. Asil, “Havayolu taşımacılığında yerli ve yabancı yolcuların memnuniyet düzeylerine göre beklentilerinin incelenmesi,” Kocaeli Üniversitesi Sos. Bilim. Enstitüsü Derg., vol. 13, no. 1, pp. 152–175, (2007).
  • [31] F. Sultan and M. Simpson, “International service variants: A study of airline passenger expectations and perceptions of service quality,” J. Serv. Mark., vol. 14, no. 3, pp. 188–216, (1995).
  • [32] S. Suresh, T. G. Balachandran, and S. Sendilvelan, “Empirical investigation of airline service quality and passenger satisfaction in India,” Int. J. Performability Eng., vol. 13, no. 2, pp. 109–118, (2017).
  • [33] M. Sandada and B. Matibiri, “An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa,” South East Eur. J. Econ. Bus., vol. 11, pp. 41–53, (2016).
  • [34] H. Korkmaz, “Havayolları İç Hatlarda Algılanan Hizmet Kalitesinin Müşteri Memnuniyeti ve Tekrar Satın Alma Davranışına Etkisi,” Karabuk Univ. J. Inst. Soc. Sci., vol. 5, no. 5–2, pp. 253–253, (2015).
  • [35] S. B. Toprak, “The effect of website service quality on customer satisfaction in low cost airline companies: A research,” İstanbul University, Institute of Social Sciences, (2019).
  • [36] M. Yaşar and E. Özdemir, “Evaluating Service Quality of Ground Handling Operations in Turkey: An Analysis Using SERVQUAL Scores,” The 3rd International Aviation Management Conference, pp. 71–82., (2016).
  • [37] M. Yasar and E. Ozdemir, “Turning the Service Quality Approach in a Different Direction: Measuringthe Ground Service Quality Perceptions of Airlines By the ServqualMethod,” Manag. Res. Pract., vol. 14, no. 4, pp. 5–18, (2022).
  • [38] J. Rezaei, O. Kothadiya, L. Tavasszy, and M. Kroesen, “Quality assessment of airline baggage handling systems using SERVQUAL and BWM,” Tour. Manag., vol. 66, pp. 85–93, (2018).
  • [39] T. Altınkurt, “Effect of service quality and distinctive service offering on airline business performance: An implementation in aviation sector,” Gümüşhane University, Institute of Social Sciences, (2015).
  • [40] J. Barnes, “Measuring Service Quality in the Low- ­ ‐ Cost Airline Industry,” University of Stirling, (2017).
  • [41] A. Akpur, “Cabin services quality perception and an application example in low cost airline companies,” Sakarya University, Institute of Social Sciences, (2017).
  • [42] İ. Kazançoğlu, “Havayolu Fi̇rmalarinda Müşteri Sadakati̇ni̇n Yaratilmasinda Kurum İmajinin Ve Algilanan Hi̇zmet Kali̇tesi̇ni̇ Etki̇si̇,” Akdeniz Üniversitesi İktisadi ve İdari Bilim. Fakültesi Derg., vol. 11, no. 21, pp. 130–158, (2011).
  • [43] A. Akpur and B. Zengin, “A Comparative Study to Measure Cabin Services Quality Perception of Internal and External Costumers,” Int. J. Soc. Sci., vol. 4, no. 1, pp. 29–49, (2019).
  • [44] Y. Doğan, “An investigation of the quality of service in the service sector according to demographic variables: An application in the airport operating firm,” Marmara University, Institute of Social Sciences, (2020).
  • [45] E. Karaarslan, “A study on improvement of service qualityin air passenger transportation: effects of cabin services on customer preferences,” İstanbul University, (2015).
  • [46] S. D. Barghı Demir and Z. E. Satı, “The Evaluation of The Airlines Baggage Services Quality Effects to Passengers Satisfaction,” Anadolu Bil Mesl. Yüksekokulu Derg., vol. 44, (2016).
  • [47] M. M. Bozorgi, “Measuring service quality in the airline using SERVQUAL model : case of IAA,” (2007).
  • [48] W.-S. Fan, Y.-K. Huang, C. Chang, K.-C. Hsu, and D.-A. Nguyen, “The Factors Influence Low-Cost Carrier’s Service Quality: A Case Study of Vietjet Air in Vietnam,” J. East. Asia Soc. Transp. Stud., vol. 12, no. 2006, pp. 2198–2214, (2017).
  • [49] A. Demirel, “Yurt içi Uçuş Yapan Havayolu İşletmelerinde Hizmet Kalitesi Konusunda Bir Karma Yöntem Çalışması,” J. Tour. Intell. Smartness, vol. 3, no. 1, pp. 32–52, (2020).
  • [50] M. M. Alotaibi, “Evaluation of " AIRQUAL " scale for measuring airline service quality and its effect on customer satisfaction and loyalty,” Cranfield University, (2015).
  • [51] M. S. Farooq, M. Salam, A. Fayolle, N. Jaafar, and K. Ayupp, “Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach,” J. Air Transp. Manag., vol. 67, no. September 2017, pp. 169–180, (2018).
  • [52] H. Nadiri, K. Hussain, E. H. Ekiz, and Ş. Erdoǧan, “An investigation on the factors influencing passengers’ loyalty in the North Cyprus national airline,” TQM J., vol. 20, no. 3, pp. 265–280, (2008).
  • [53] C. Shen and Y. Yahya, “The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective,” J. Air Transp. Manag., vol. 91, no. October 2020, p. 101966, (2021).
  • [54] Z. Şentürk, “Airlines service quality evaluation of AHP method,” Karadeniz Technical University, (2011).
  • [55] Öztürk, D., & Onurlubaş, E.,"Havayolu Taşımacılığında Hizmet Kalitesinin AHP ve TOPSİS Yöntemleri ile Değerlendirilmesi", Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 10, 81-97, (2019).
  • [56] A. K. Singh, “Competitive service quality benchmarking in airline industry using AHP,” Benchmarking An Int. J., vol. 23, no. 4, pp. 768–791, (2016).
  • [57] M. Bakır, “An integrated approach to the evaluation of e-service quality in airline companies,” Anadolu University, (2017).
  • [58] F. Rahman and M. M. Rahman, “Analyzing service quality of domestic airlines in an emerging country- Bangladesh by structural equation models,” J. Air Transp. Manag., vol. 107, (2021).
  • [59] J. Allen, M. G. Bellizzi, L. Eboli, C. Forciniti, and G. Mazzulla, “Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity,” J. Air Transp. Manag., vol. 84, no. February, p. 101780, (2020).
  • [60] G. C. Saha and Theingi, “Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand,” Manag. Serv. Qual., vol. 19, no. 3, pp. 350–372, (2009).
  • [61] N. M. Suki, “Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach,” Res. Transp. Bus. Manag., vol. 10, pp. 26–32, (2014).
  • [62] H. Gupta, “Evaluating service quality of airline industry using hybrid best worst method and VIKOR,” J. Air Transp. Manag., vol. 68, pp. 35–47, (2018).
  • [63] J. J. H. Liou, C. Y. Tsai, R. H. Lin, and G. H. Tzeng, “A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality,” J. Air Transp. Manag., vol. 17, no. 2, pp. 57–61, (2011).
Toplam 63 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Ulaşım ve Trafik
Bölüm Araştırma Makalesi
Yazarlar

Seda Hatipoğlu 0000-0002-4511-1914

Hazal Ergül 0000-0003-3064-8476

Yaşar Kepti 0009-0001-6771-5057

Erken Görünüm Tarihi 26 Nisan 2025
Yayımlanma Tarihi
Gönderilme Tarihi 24 Mart 2025
Kabul Tarihi 12 Nisan 2025
Yayımlandığı Sayı Yıl 2025 ERKEN GÖRÜNÜM

Kaynak Göster

APA Hatipoğlu, S., Ergül, H., & Kepti, Y. (2025). Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services. Politeknik Dergisi1-1. https://doi.org/10.2339/politeknik.1659840
AMA Hatipoğlu S, Ergül H, Kepti Y. Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services. Politeknik Dergisi. Published online 01 Nisan 2025:1-1. doi:10.2339/politeknik.1659840
Chicago Hatipoğlu, Seda, Hazal Ergül, ve Yaşar Kepti. “Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services”. Politeknik Dergisi, Nisan (Nisan 2025), 1-1. https://doi.org/10.2339/politeknik.1659840.
EndNote Hatipoğlu S, Ergül H, Kepti Y (01 Nisan 2025) Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services. Politeknik Dergisi 1–1.
IEEE S. Hatipoğlu, H. Ergül, ve Y. Kepti, “Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services”, Politeknik Dergisi, ss. 1–1, Nisan 2025, doi: 10.2339/politeknik.1659840.
ISNAD Hatipoğlu, Seda vd. “Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services”. Politeknik Dergisi. Nisan 2025. 1-1. https://doi.org/10.2339/politeknik.1659840.
JAMA Hatipoğlu S, Ergül H, Kepti Y. Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services. Politeknik Dergisi. 2025;:1–1.
MLA Hatipoğlu, Seda vd. “Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services”. Politeknik Dergisi, 2025, ss. 1-1, doi:10.2339/politeknik.1659840.
Vancouver Hatipoğlu S, Ergül H, Kepti Y. Enhancing Service Quality in Aviation: The Critical Role of Ground Handling Services. Politeknik Dergisi. 2025:1-.
 
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