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A QUANTITATIVE STUDY ON EXAMINING PERCEIVED SERVICE QUALITY IN LOCAL AIRLINES

Year 2018, Volume: 7 Issue: 1, 241 - 245, 01.09.2018
https://doi.org/10.17261/Pressacademia.2018.889

Abstract

Purpose- The purpose of this study is to measure perceived service quality in local airlines in Turkey with the help of a survey that benefits from SERVQUAL by using a multicriteria decision making method.

Methodology- Therefore, we evaluate three local airlines in Turkey in the context of perceived service quality and try to determine the best airline among them. We measure the perceived service quality in airlines with an interval type-2 fuzzy multi-criteria decision making method that aims to make unclear statements, which derives from decision makers, more meaningful. We apply a SERVQUAL based survey on consumers who experienced an airline service quality.

Findings- Considering the data obtained from surveys, we determine perception scores of decision makers through the factors that affects airlines service quality by using an interval type-2 fuzzy multi-criteria decision method.

Conclusion- Consequently, we determine the airline with the best service quality among three local airlines.

References

  • Agarwal, S., Jain, C. (2013). Customer oriented product selection using fuzzy approach. International Journal of Emerging Trends in Engineering and development, 3(2), 234-247.
  • Aydin, K., Yildirim, S. (2012a). The measurement of service quality with servqual for different domestic airline firms in Turkey. Serbian Journal of Management, 7(2), 219-230.
  • Aydın, K., Yıldırım, S. (2012b). Service quality in airline businesses: a research on THY, Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 24, 35-49.
  • Chang, Y. H., Yeh, C. H. (2002). A survey analysis of service quality for domestic airlines. European journal of operational research, 139(1), 166-177.
  • Chen, S. M., Lee, L. W. (2010). Fuzzy multiple attributes group decision-making based on the ranking values and the arithmetic operations of interval type-2 fuzzy sets. Expert Systems with applications, 37(1), 824-833.
  • Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
  • Chikwendu, D. U., Ejem, E., Ezenwa, A. (2012). Evaluation of service quality of Nigerian airline using servqual model. Journal of Hospitality Management and tourism, 3(6), 117-125.
  • Delice, E. K. (2016). Havayolu firmalari seçimi için bulanik çok kriterli bir model. Gazi Üniversitesi Mühendislik-Mimarlık Fakültesi Dergisi, 31(2).
  • Fick, G. R., Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
  • Gilbert, D., Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
  • Havayolu Sektörü Raporu (2016). dhmi.gov.tr/getBinaryFile.aspx?Type=14&dosyaID=2192
  • Janic, M. (2003). Multicriteria evaluation of high-speed rail, transrapid maglev and air passenger transport in Europe. Transportation Planning and Technology, 26(6), 491-512.
  • Jiang, H. (2013). Service quality of low-cost long-haul airlines – the case of Jetstar Airways and AirAsia X. Journal of Air Transport Management, 26, 20-24.
  • Kozak, N., Karatepe, O. M., Avcı, T. (2003). Measuring the quality of airline services: evidence from Northern Cyprus. Tourism Analysis, 8(1), 75-87.
  • Kuo, M. S. (2011). A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines. Transportation Research Part E: Logistics and Transportation Review, 47(6), 1177-1193.
  • Kurtulmuşoğlu, F. B., Can, G. F., Tolon, M. (2016). A voice in the skies: listening to airline passenger preferences. Journal of Air Transport Management, 57, 130-137.
  • Lee, H. S., Chou, M. T. (2006, October). A fuzzy multiple criteria decision making model for airline competitiveness evaluation. In International Conference on Knowledge-Based and Intelligent Information and Engineering Systems (pp. 902-909). Springer, Berlin, Heidelberg.
  • Liao, C. N. (2013). A fuzzy approach to business travel airline selection using an integrated AHP-TOPSIS-MSGP methodology. International Journal of Information Technology & Decision Making, 12(01), 119-137.
  • Liou, J. J., Tsai, C. Y., Lin, R. H., Tzeng, G. H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of Air Transport Management, 17(2), p. 57-61.
  • Nejati, M., Nejati, M., Shafaei, A. (2009). Ranking airlines' service quality factors using a fuzzy approach: study of the Iranian society. International Journal of Quality & Reliability Management, 26(3), 247-260.
  • Önüt, S., Akbaş, S., Yılmaz, G. (2008). The comparison of service quality of domestic airlines in Turkey. Sigma, 25(4), 349-358.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  • Shanka, M. S. (2012). Measuring service quality in Ethiopian airlines. Journal of Educational and Social Research, 2(9), 173-180.
  • Torlak, G., Sevkli, M., Sanal, M., Zaim, S. (2011). Analyzing business competition by using fuzzy TOPSIS method: an example of Turkish domestic airline industry. Expert Systems with Applications, 38(4), 3396-3406.
  • Tsaur, S. H., Chang, T. Y., Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism management, 23(2), 107-115.
  • Türkiye İhracatçılar Meclisi (2017). Türkiye’nin 500 Büyük Hizmet İhracatçısı, http://www.tim.org.tr/files/downloads/Hizmet500/T%C3%BCrkiye'nin%20500%20B%C3%BCy%C3%BCk%20Hizmet%20%C4%B0hracat%C3%A7%C4%B1s%C4%B1.pdf.
  • Wu, C., Zhang, X. Y., Yeh, I., Chen, F. Y., Bender, J., Wang, T. N. (2013). Evaluating competitiveness using fuzzy analytic hierarchy process—a case study of Chinese airlines. Journal of Advanced Transportation, 47(7), 619-634.

YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA

Year 2018, Volume: 7 Issue: 1, 241 - 245, 01.09.2018
https://doi.org/10.17261/Pressacademia.2018.889

Abstract

Amaç- Mevcut çalışmanın amacı, Türkiye’deki yerel havayollarında algılanan hizmet kalitesini SERVQUAL’den faydalanan bir anket yardımıyla çok kriterli karar verme yöntemi kullanarak ölçmektir.

Yöntem- Bu sebeple, yurtiçinde faaliyet gösteren üç havayolu şirketi literatürde yer alan hizmet kalitesi kriterleri göz önünde bulundurularak değerlendirilmiş ve arasından en iyisi tespit edilmeye çalışılmıştır. Havayollarında algılanan hizmet kalitesi, karar vericilerden kaynaklanan belirsiz ifadeleri daha anlamlı hale getirmeyi amaçlayan bir Tip-2 bulanık çok kriterli karar verme modeli ile ölçülmüştür. Literatürdeki çeşitli çalışmalardan faydalanarak oluşturulan SERVQUAL temelli anket daha önceden havayolu hizmet kalitesini deneyimlemiş bireylere uygulanmıştır.

Bulgular- Anket neticesinde elden edilen verilere göre karar vericilerin havayolu hizmet kalitesini etkileyen kriterlere yönelik algı skorları tespit edilmiştir. Algı skorları göz önünde bulundurularak Tip-2 bulanık çok kriterli karar verme modeli ile hizmet kalitesi en iyi havayolu firması tespit edilmiştir.

Sonuç- Neticede, yerel havayollarında yer alan üç firmadan algılanan hizmet kalitesi en yüksek olan belirlenmiştir.

References

  • Agarwal, S., Jain, C. (2013). Customer oriented product selection using fuzzy approach. International Journal of Emerging Trends in Engineering and development, 3(2), 234-247.
  • Aydin, K., Yildirim, S. (2012a). The measurement of service quality with servqual for different domestic airline firms in Turkey. Serbian Journal of Management, 7(2), 219-230.
  • Aydın, K., Yıldırım, S. (2012b). Service quality in airline businesses: a research on THY, Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 24, 35-49.
  • Chang, Y. H., Yeh, C. H. (2002). A survey analysis of service quality for domestic airlines. European journal of operational research, 139(1), 166-177.
  • Chen, S. M., Lee, L. W. (2010). Fuzzy multiple attributes group decision-making based on the ranking values and the arithmetic operations of interval type-2 fuzzy sets. Expert Systems with applications, 37(1), 824-833.
  • Chou, C. C., Liu, L. J., Huang, S. F., Yih, J. M., Han, T. C. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128.
  • Chikwendu, D. U., Ejem, E., Ezenwa, A. (2012). Evaluation of service quality of Nigerian airline using servqual model. Journal of Hospitality Management and tourism, 3(6), 117-125.
  • Delice, E. K. (2016). Havayolu firmalari seçimi için bulanik çok kriterli bir model. Gazi Üniversitesi Mühendislik-Mimarlık Fakültesi Dergisi, 31(2).
  • Fick, G. R., Brent Ritchie, J. R. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 30(2), 2-9.
  • Gilbert, D., Wong, R. K. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24(5), 519-532.
  • Havayolu Sektörü Raporu (2016). dhmi.gov.tr/getBinaryFile.aspx?Type=14&dosyaID=2192
  • Janic, M. (2003). Multicriteria evaluation of high-speed rail, transrapid maglev and air passenger transport in Europe. Transportation Planning and Technology, 26(6), 491-512.
  • Jiang, H. (2013). Service quality of low-cost long-haul airlines – the case of Jetstar Airways and AirAsia X. Journal of Air Transport Management, 26, 20-24.
  • Kozak, N., Karatepe, O. M., Avcı, T. (2003). Measuring the quality of airline services: evidence from Northern Cyprus. Tourism Analysis, 8(1), 75-87.
  • Kuo, M. S. (2011). A novel interval-valued fuzzy MCDM method for improving airlines’ service quality in Chinese cross-strait airlines. Transportation Research Part E: Logistics and Transportation Review, 47(6), 1177-1193.
  • Kurtulmuşoğlu, F. B., Can, G. F., Tolon, M. (2016). A voice in the skies: listening to airline passenger preferences. Journal of Air Transport Management, 57, 130-137.
  • Lee, H. S., Chou, M. T. (2006, October). A fuzzy multiple criteria decision making model for airline competitiveness evaluation. In International Conference on Knowledge-Based and Intelligent Information and Engineering Systems (pp. 902-909). Springer, Berlin, Heidelberg.
  • Liao, C. N. (2013). A fuzzy approach to business travel airline selection using an integrated AHP-TOPSIS-MSGP methodology. International Journal of Information Technology & Decision Making, 12(01), 119-137.
  • Liou, J. J., Tsai, C. Y., Lin, R. H., Tzeng, G. H. (2011). A modified VIKOR multiple-criteria decision method for improving domestic airlines service quality. Journal of Air Transport Management, 17(2), p. 57-61.
  • Nejati, M., Nejati, M., Shafaei, A. (2009). Ranking airlines' service quality factors using a fuzzy approach: study of the Iranian society. International Journal of Quality & Reliability Management, 26(3), 247-260.
  • Önüt, S., Akbaş, S., Yılmaz, G. (2008). The comparison of service quality of domestic airlines in Turkey. Sigma, 25(4), 349-358.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
  • Shanka, M. S. (2012). Measuring service quality in Ethiopian airlines. Journal of Educational and Social Research, 2(9), 173-180.
  • Torlak, G., Sevkli, M., Sanal, M., Zaim, S. (2011). Analyzing business competition by using fuzzy TOPSIS method: an example of Turkish domestic airline industry. Expert Systems with Applications, 38(4), 3396-3406.
  • Tsaur, S. H., Chang, T. Y., Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism management, 23(2), 107-115.
  • Türkiye İhracatçılar Meclisi (2017). Türkiye’nin 500 Büyük Hizmet İhracatçısı, http://www.tim.org.tr/files/downloads/Hizmet500/T%C3%BCrkiye'nin%20500%20B%C3%BCy%C3%BCk%20Hizmet%20%C4%B0hracat%C3%A7%C4%B1s%C4%B1.pdf.
  • Wu, C., Zhang, X. Y., Yeh, I., Chen, F. Y., Bender, J., Wang, T. N. (2013). Evaluating competitiveness using fuzzy analytic hierarchy process—a case study of Chinese airlines. Journal of Advanced Transportation, 47(7), 619-634.
There are 27 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Sedat Belbag This is me 0000-0002-4136-2468

Aybegum Gungordu Belbag 0000-0001-8704-0045

Publication Date September 1, 2018
Published in Issue Year 2018 Volume: 7 Issue: 1

Cite

APA Belbag, S., & Belbag, A. G. (2018). YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PressAcademia Procedia, 7(1), 241-245. https://doi.org/10.17261/Pressacademia.2018.889
AMA Belbag S, Belbag AG. YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PAP. September 2018;7(1):241-245. doi:10.17261/Pressacademia.2018.889
Chicago Belbag, Sedat, and Aybegum Gungordu Belbag. “YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA”. PressAcademia Procedia 7, no. 1 (September 2018): 241-45. https://doi.org/10.17261/Pressacademia.2018.889.
EndNote Belbag S, Belbag AG (September 1, 2018) YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PressAcademia Procedia 7 1 241–245.
IEEE S. Belbag and A. G. Belbag, “YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA”, PAP, vol. 7, no. 1, pp. 241–245, 2018, doi: 10.17261/Pressacademia.2018.889.
ISNAD Belbag, Sedat - Belbag, Aybegum Gungordu. “YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA”. PressAcademia Procedia 7/1 (September 2018), 241-245. https://doi.org/10.17261/Pressacademia.2018.889.
JAMA Belbag S, Belbag AG. YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PAP. 2018;7:241–245.
MLA Belbag, Sedat and Aybegum Gungordu Belbag. “YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA”. PressAcademia Procedia, vol. 7, no. 1, 2018, pp. 241-5, doi:10.17261/Pressacademia.2018.889.
Vancouver Belbag S, Belbag AG. YEREL HAVAYOLLARINDA ALGILANAN HİZMET KALİTESİNİN İNCELENMESİ ÜZERİNE KANTİTATİF BİR ARAŞTIRMA. PAP. 2018;7(1):241-5.

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