TURNING THE SERVICE QUALITY APPROACH IN A DIFFERENT DIRECTION: MEASURING THE GROUND SERVICE QUALITY PERCEPTIONS OF AIRLINES BY THE SERVQUAL METHOD
Yazarlar (2)
Doç. Dr. Mehmet YAŞAR Kastamonu Üniversitesi, Türkiye
Dr. Öğr. Üyesi Emircan Özdemir Eskişehir Teknik Üniversitesi, Türkiye
| Makale Türü |
Özgün Makale
(ESCI dergilerinde yayınlanan tam makale)
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| Dergi Adı | MANAGEMENT RESEARCH AND PRACTICE | ||
| Dergi ISSN | 2067-2462 Wos Dergi | ||
| Dergi Tarandığı Indeksler | Emerging Science Citation Index (ESCI) | ||
| Makale Dili | İngilizce | Basım Tarihi | 12-2022 |
| Cilt / Sayı / Sayfa | 14 / 4 / 5–18 | DOI | – |
| Makale Linki | https://mrp.ase.ro/no144/f1.pdf | ||
| Özet |
| This study aims to measure the service quality of ground handling companies. In this study, airline companies are evaluated in the context of customers. They were asked to assess the service they received from the handling company to reflect their satisfaction and expectations. SERVQUAL scale is used to measure the perceptions and expectations regarding service quality in order to make the said evaluation. Within the scope of the study, the SERVQUAL scale is applied to station managers, station chiefs, and supervisors of airlines receiving service from any ground handling company at Istanbul Atatürk Airport and Antalya International Airport, and supervisors working in representation/supervision businesses that hold 'Group C Working License' and carry out representation/supervision activities on behalf of airlines. Considering the results of the analysis for the measurement of ground handling quality, it is seen … |
| Anahtar Kelimeler |
| Service Quality | SERVQUAL | Ground Handling | Airlines |
