Yerli ve Yabancı Yolcuların Havalimanı Hizmet Kalitesi Algıları: İstanbul Havalimanı Örneği (Airport Service Quality Perceptions of Domestic and Foreign Passengers': Istanbul Airport Case)
DOI:
https://doi.org/10.21325/jotags.2019.490Keywords:
Airport services, Service quality perception, İstanbul AirportAbstract
Today, airports are expected to be providing self sufficient and high-quality services to a variety of customers. In this context, improving airport service quality and increasing customer satisfaction have become more important. The aim of this study is to examine airport service quality perceptions of domestic and foreign passengers' towards on Istanbul Airport. Another purpose of the study is to determine whether the airport service quality perception's differs in terms of domestic and foreign passengers. For this purpose, a questionnaire applied to 296 domestic and 208 foreign passenger who use Istanbul Airport. Data were analyzed through mean, standard deviation, independent samples t test. The findings of the research show that the airport service quality perceptions of the passengers on Istanbul airport performance was gathered under seven dimensions. The results of the research show that the perceptions of domestic and foreign passengers’ regarding Istanbul airport service quality are above average. In terms of service dimensions, it belongs to the highest average physical infrastructure and the lowest average price factor. In addition, it was found that the evaluations regarding service quality showed statistically significant differences in terms of physical infrastructure, employee' characteristics, price, confidence and complementary services compared to domestic and foreign passengers’.
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