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BENCHMARKING SERVICE QUALITY PERFORMANCE OF AIRLINES IN TURKEY

Benchmarking Service Quality Performance of Airlines in Turkey

Journal Name:

  • Eskişehir Osmangazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi

Publication Year:

  • 2013

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
The aim of this study is to determine service quality factors of Turkish domestic airlines as well as ranking and benchmarking firms according to these factors using a fuzzy multicriteria decision making (MCDM) model. Exploratory factor analysis and fuzzy integral were used for extracting some independent common-factors and integrating the performance ratings of independent attributes in each common-factor, respectively. This paper is innovative in the sense that it helps airlines to identify key service quality factors, rank or benchmark firms in the industry through a fuzzy MCDM point of view, and provide an individual road map for improvement to each firm in a developing country, Turkey. This study is original in the sense that it helps firms compare their service quality criteria with competitors, identify performance insufficiencies by criteria, and choose the target competitors for improving the insufficiencies by identified and prioritized criteria through benchmarking.
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Abstract (Original Language): 
Bu çalışmanın amacı ülkemizdeki havayollarının iç hatlardaki yolcu taşıma faaliyetine ilişkin hizmet kalitesi faktörlerini belirlemek ve bu faktörleri bulanık mantık tabanlı çok kriterli bir karar verme tekniği kullanarak havayolu firmalarını sıralamak ve kıyaslamaktır. Çalışmada öncelikle hizmet kalitesinin faktörlerini belirlemek için faktör analizi yapılmış ve havayolu firmalarının hizmet kalitesi performanslarını değerlendirmek üzere yolcu görüşleri bulanık dilsel değişkenler yardımıyla analiz edilmiştir. Bu çalışmanın havayolu taşımacılığındaki hizmet kalitesi konusunda gelişmekte olan ülkelerdeki durumu yansıtması, ülkemiz örneğinde havayolu firmalarının üzerinde durmaları gereken hizmet kalitesi faktörlerini açıklaması, bulanık mantık tabanlı çok kriterli karar verme tekniği ile havayolu firmalarını kendi içlerinde bir sıralama ve kıyaslama yapması, her bir firma için bireysel bir yol haritası sunması yönünden yenilikçi olduğu düşünülmektedir. Bu çalışmanın özgünlüğü, bulanık mantık tabanlı çok kriterli karar verme yöntemi ile firmaların rakip firmalara göre hizmet kalitesi kriterlerini kıyaslaması, performanslarının yetersiz kaldığı kriterleri belirlemesi, iyileştirme yapılacak kriterler için önceliklendirme yapması ve eksik olunan kriterlerde örnek almaları gereken firmaları işaret eden bir yol haritası sunmasıdır..
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