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.2019.490Anahtar Kelimeler:
Havalimanı hizmetleri- Hizmet kalitesi algısı- İstanbul HavalimanıÖz
Günümüzde, havalimanlarının çeşitli müşterilere verimli ve kaliteli hizmetler sunan kendi kendine yeterli hizmet kuruluşları olarak işletilmeleri beklenmektedir. Bu bağlamda, havalimanı hizmet kalitesinin iyileştirilmesi ve müşteri memnuniyetinin artırılması zaruri hale gelmiştir. Bu çalışmanın temel amacı, yerli ve yabancı yolcuların İstanbul Havalimanına yönelik hizmet kalitesi algılarını incelemektir. Araştırmanın bir diğer amacı ise havalimanı hizmet kalitesi algısının yerli ve yabancı yolcular açısından farklılık gösterip göstermediğini belirlemektir. Bu amaçla İstanbul Havalimanını kullanan 296 yerli ve 208 yabancı yolcuya anket uygulanmıştır. Verilerin analizinde ortalama, standart sapma ve bağımsız gruplar t-testi kullanılmıştır. Araştırma bulguları, yolcuların İstanbul Havalimanı’nın hizmet kalitesi algılarının yedi boyutta toplandığını göstermektedir. Araştırma sonuçları, yerli ve yabancı yolcuların İstanbul havalimanı hizmet kalitesi ile ilgili değerlendirmelerinin ortalamanın üzerinde olduğunu göstermektedir. Hizmet boyutları açısından, en yüksek ortalama fiziksel özellikler ve en düşük ortalama fiyat faktörüne aittir. Ayrıca, hizmet kalitesi ile ilgili değerlendirmelerde fiziksel özellikler, çalışanların özellikleri, fiyat, güven ve tamamlayıcı hizmetler bakımından yerli ve yabancı yolcular açısından istatistiksel olarak anlamlı farklılıklar olduğu tespit edilmiştir.
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