Cilt 6 Sayı 4 (2018): BUSINESS & MANAGEMENT STUDIES: AN INTERNATIONAL JOURNAL
Makaleler

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

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  • Mahmut BAKIR,
  • Nesrin ALPTEKİN
Mahmut BAKIR
Anadolu Üniversitesi, Sosyal Bilimler Enstitüsü
Biyografi
Nesrin ALPTEKİN
Anadolu Üniversitesi, İşletme Fakültesi
Biyografi
DOI: https://doi.org/10.15295/bmij.v6i4.409

Yayınlanmış 2019-01-03

Anahtar Kelimeler

  • Havayolu,
  • Hizmet Kalitesi,
  • ÇKKV Yöntemleri,
  • CODAS Yöntemi

Nasıl Atıf Yapılır

BAKIR, M., & ALPTEKİN, N. (2019). HİZMET KALİTESİ ÖLÇÜMÜNE YENİ BİR YAKLAŞIM: CODAS YÖNTEMİ İLE HAVAYOLU İŞLETMELERİ ÜZERİNE BİR UYGULAMA. Business & Management Studies: An International Journal, 6(4), 1336–1353. https://doi.org/10.15295/bmij.v6i4.409

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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