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Journals / Business and Management Studies: An International Journal / 2018 / Cilt: 6 - Sayı: 4

A NEW APPROACH IN SERVICE QUALITY ASSESSMENT: AN APPLICATION ON AIRLINES THROUGH CODAS METHOD

HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA

MAHMUT BAKIR
NESRİN ALPTEKİN
Pages
1336–1353
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Sensitivity analysis is also performed to measure the stability of the results after the application.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:In the last four decades in which the air transport sector has entered into a major development process, airlines have focused on improving their service performance in order to gain a competitive advantage.
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Key Findings & Data:The data set of 11 airlines, which are evaluated in terms of service quality performances according to 7 criteria, are analyzed.
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Conclusion & Impact:Sensitivity analysis is also performed to measure the stability of the results after the application.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

In the last four decades in which the air transport sector has entered into a major development process, airlines have focused on improving their service performance in order to gain a competitive advantage. While different approaches are being used to measure the quality perception for the services, the use of Multi-Criteria Decision Making (MCDM) methods has become prominent in recent years. In this study, it is aimed to bring a new approach to the evaluation of service quality in firms by focusing on the air transport sector. In this study, one of the current methods, the CODAS method is used. The data set of 11 airlines, which are evaluated in terms of service quality performances according to 7 criteria, are analyzed. Sensitivity analysis is also performed to measure the stability of the results after the application.

Özet

Havayolu taşımacılığı sektörünün büyük bir gelişim yaşadığı son 40 yıllık süreçte, havayolu işletmeleri rekabetçi üstünlük sağlamak amacıyla hizmet performanslarını geliştirmeye odaklanmışlardır. Bu doğrultuda, sunulan hizmetlere yönelik kalite algısının ölçülmesi amacıyla farklı yaklaşımlar kullanılırken, son yıllarda Çok Kriterli Karar Verme (ÇKKV) yöntemlerinin kullanımı öne çıkmaktadır. Bu çalışmada da, havayolu taşımacılığı sektörüne odaklanılarak hizmet kalitesi ölçümüne yeni bir yaklaşımın getirilmesi amaçlanmıştır. Güncel yöntemlerden biri olan CODAS yönteminin kullanıldığı bu çalışmada, 11 havayolu işletmesinin 7 değerlendirme kriterine göre hizmet kalitesi performansları bakımından ele alındığı veri seti analiz edilmiştir. Ayrıca uygulama sonrasında sonuçların tutarlılığının ölçümü için duyarlılık analizi gerçekleştirilmiştir.

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Cite This Article

BAKIR, M., ALPTEKİN, N. (2018). A NEW APPROACH IN SERVICE QUALITY ASSESSMENT: AN APPLICATION ON AIRLINES THROUGH CODAS METHOD. Business and Management Studies: An International Journal, Cilt: 6 - Sayı: 4, 1336–1353. https://ajindex.com/articles/195989

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