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Covid-19 Sürecinde Havalimanı Hizmet Kalitesi: Türkiye Havalimanları Analizi

Authors: Kasım Kiraci; Sedat Baştuğ; Ercan Akan;

Covid-19 Sürecinde Havalimanı Hizmet Kalitesi: Türkiye Havalimanları Analizi

Abstract

2019 yılının sonlarına doğru baş gösteren Covid-19 salgını, başta havayolu endüstrisi olmak üzere birçok sektörü olumsuz olarak etkilemiştir. Bu süreçte havayolları, Covid-19’un olumsuz etkilerini azaltmak amacıyla sefer sayısını azaltma, işletim maliyetleri yüksek olan uçakları filodan ayırma ve bazı uçuş rotalarına seferleri durdurma gibi uygulamalara başvurmuştur. Covid-19 süreci hava taşımacılığı endüstrisinin en önemli paydaşları olan havayolu ile havaalanı arasındaki ilişkiyi de etkilemiştir. Havayollarının, havalimanlarından hizmet kalitesi ile ilgili istek ve beklentilerinde birtakım değişiklikler meydana gelmiştir. Bu çalışmada Covid-19 sürecinde havaalanlarında sunulan hizmetlerin, havayolları açısından önemi incelenmiştir. Bu sayede Covid-19 sürecinde havayollarının önem atfettikleri faktörlerin ortaya çıkarılması hedeflenmektedir. Çalışma kapsamında bulanık AHP yönteminden yararlanılmıştır. Çalışmanın bulguları, sırasıyla güvenilirlik (0,442) ve fiziki varlıklar 0,278 ağırlık kriterlerinin en yüksek önem derecesine sahip olduğunu göstermektedir. Bulgular aynı zamanda cevap verebilirlik (0,030) kriterinin en düşük değerde olduğunu ortaya koymaktadır.

The Covid-19 epidemic, which started in late 2019, adversely affected many sectors, especially the airline industry. In this process, airlines resorted to the practices such as reducing the number of flights, removing aircraft with high operating costs from the fleet and halting flights to some flight routes to reduce the negative effects of Covid-19. The Covid-19 process has also affected the relationship between the airline and the airport, which are the most important stakeholders of the air transport industry. There have been some changes in the demands and expectations of the airlines regarding the service quality from the airports. In this study, the importance of the services offered at airports in the Covid-19 process for airlines has been examined. In this way, it is aimed to reveal the factors that airlines care about during the Covid-19 process. The fuzzy AHP method was used in the study. The findings of the study indicate that the weight criteria of reliability (0.442) and physical assets 0.278, respectively, have the highest degree of importance. The findings also reveal that the responsiveness (0.030) criterion has the lowest value.

Country
Turkey
Related Organizations
Keywords

General Medicine, Hizmet kalitesi, Covid-19, Hava taşımacılığı, SERVQUAL

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  • citations
    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    3
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
    Average
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citations
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
3
Top 10%
Average
Average
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