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Dergiler / Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi / 2026 / Cilt: 28 Sayı: Özel Sayı Özel Sayı

Havayolu Hizmet Performansının Asimetrik Memnuniyet Analizi ve Çok Kriterli Karar Verme Yaklaşımıyla Değerlendirilmesi

Evaluating Airline Service Performance Using Asymmetric Satisfaction Analysis and Multi-Criteria Decision Making

Ali Emre Sarılgan(ESKİŞEHİR TEKNİK ÜNİVERSİTESİ, HAVACILIK VE UZAY BİLİMLERİ FAKÜLTESİ)0000-0001-9070-9758
Sayfa
182–200
Yayın Tarihi
2026-10-21
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

Çalışmadan elde edilen bulgular, fiyat karşılığı değer ve yer hizmetlerinin en önemli hizmet özellikleri olduğunu göstermiştir.

📌 3 Maddede Bu Makale

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Amaç & Hipotez:Bu çalışma, havayolu hizmet özelliklerinin yolcu memnuniyeti üzerindeki asimetrik etkilerini incelemeyi ve çok kriterli karar verme (MCDM) yöntemleri kullanarak havayolu performansını değerlendirmeyi amaçlamaktadır.
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Temel Bulgular & Veri:Çalışma, COVID-19 sonrası dönemde Avrupa’daki 10 başlıca havayolu işletmesine odaklanmakta ve Skytrax platformundan elde edilen çevrimiçi yolcu değerlendirmelerine dayanmaktadır.
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Sonuç & Katkı:Çalışmadan elde edilen bulgular, fiyat karşılığı değer ve yer hizmetlerinin en önemli hizmet özellikleri olduğunu göstermiştir.
🔬Tür:Araştırma Makalesi
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Asimetrik Memnuniyet Analizi · PRCA · SIWEC

Özet

Bu çalışma, havayolu hizmet özelliklerinin yolcu memnuniyeti üzerindeki asimetrik etkilerini incelemeyi ve çok kriterli karar verme (MCDM) yöntemleri kullanarak havayolu performansını değerlendirmeyi amaçlamaktadır. Çalışma, COVID-19 sonrası dönemde Avrupa’daki 10 başlıca havayolu işletmesine odaklanmakta ve Skytrax platformundan elde edilen çevrimiçi yolcu değerlendirmelerine dayanmaktadır. İlk aşamada, hizmet özelliklerinin önemi, ceza-ödül karşıtlık analizi (PRCA) temelli ağırlıklar ile basit ağırlık hesaplama (SIWEC) yönteminden elde edilen objektif ağırlıkların birleştirilmesiyle belirlenmiştir. Elde edilen hibrit ağırlıklar daha sonra havayolu performansını sıralamak için çoklu normalizasyon derecelendirme analizi (MUNRA) yönteminde kullanılmıştır. Çalışmadan elde edilen bulgular, fiyat karşılığı değer ve yer hizmetlerinin en önemli hizmet özellikleri olduğunu göstermiştir. Ayrıca, Air France, KLM ve British Airways gibi geleneksel havayolları en yüksek performans skorlarına ulaşırken, düşük maliyetli taşıyıcılar genel olarak daha düşük sıralarda yer almıştır. Bu çalışma, yöntemsel katkılarının ötesinde, havayolu yöneticilerine stratejik kaynak tahsisi için net bir yol haritası sunmakta; fiyat karşılığı değer ve yer hizmetlerine yönelik yatırımlara öncelik verilmesinin yolcu memnuniyeti ve rekabet avantajı açısından en yüksek getiriyi sağlayacağını göstermektedir.

Abstract

This study aims to examine the asymmetric effects of airline service attributes on passenger satisfaction and to evaluate airline performance using multi-criteria decision-making (MCDM) methods. The analysis focuses on 10 major European airlines in the post-COVID-19 period and is based on online reviews collected from the Skytrax platform. In the first stage, the importance of service attributes was determined by combining penalty-reward contrast analysis (PRCA)-based weights with objective weights obtained from the simple weight calculation (SIWEC) method. These hybrid weights were then used in the multiple normalization rating analysis (MUNRA) method to rank airline performance. The results revealed that value for money and ground services are the most important attributes. Furthermore, traditional full-service carriers such as Air France, KLM, and British Airways achieved the highest performance scores, whereas low-cost carriers generally ranked lower. Beyond methodological contributions, this study provides actionable insights for airline managers. Specifically, it offers a clear roadmap for strategic resource allocation, demonstrating that prioritizing investments in value for money and ground services yields the highest returns in passenger satisfaction and competitive advantage.

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Bu Makaleye Atıf Yap

Sarılgan, A. E. (2026). Havayolu Hizmet Performansının Asimetrik Memnuniyet Analizi ve Çok Kriterli Karar Verme Yaklaşımıyla Değerlendirilmesi. Afyon Kocatepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt: 28 Sayı: Özel Sayı Özel Sayı, 182–200. https://doi.org/10.33707/akuiibfd.1970718

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