THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY
The primary purpose of this research is to determine whether there is a significant differencebetween the passengers’ service quality expectations and service quality perceptions in differentairline firms. The collateral purpose is to find out whether there is a significant difference betweenservice...
Main Authors: | , |
---|---|
Format: | Article |
Language: | English |
Published: |
University in Belgrade
2012-11-01
|
Series: | Serbian Journal of Management |
Subjects: | |
Online Access: | http://www.sjm06.com/SJM%20ISSN1452-4864/7_2_2012_171_325/7_2_219_230.pdf |
id |
doaj-8759e0682fbe4ded90f9b5dc9d7410dc |
---|---|
record_format |
Article |
spelling |
doaj-8759e0682fbe4ded90f9b5dc9d7410dc2020-11-25T00:48:43ZengUniversity in BelgradeSerbian Journal of Management1452-48642012-11-0172219230THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEYKenan AydinSeda YildirimThe primary purpose of this research is to determine whether there is a significant differencebetween the passengers’ service quality expectations and service quality perceptions in differentairline firms. The collateral purpose is to find out whether there is a significant difference betweenservice quality expectation and service quality perception of the passengers who have differentsocio-demographic characteristics. To achieve these purposes, the 5 - dimensional scale, suggestedby Parasuraman et.al (1988) was applied to the airline travel sector. The questionnaire was used ininterviewing the passengers at Sabiha Gökçen Airport in Istanbul in Turkey with a “face to face”method. The data was analysed in SPSS 16 program after questionnnaires were collected. Firstly, thedemographic characteristics of passengers were presented for different airline firms. Then the highestand the lowest gaps for the each statement was determined. Lastly it was compared if there was asignificant difference between the service quality expectation and perception for different domesticairline firms.http://www.sjm06.com/SJM%20ISSN1452-4864/7_2_2012_171_325/7_2_219_230.pdfService QualityAirlinesSERVQUAL |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Kenan Aydin Seda Yildirim |
spellingShingle |
Kenan Aydin Seda Yildirim THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY Serbian Journal of Management Service Quality Airlines SERVQUAL |
author_facet |
Kenan Aydin Seda Yildirim |
author_sort |
Kenan Aydin |
title |
THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY |
title_short |
THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY |
title_full |
THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY |
title_fullStr |
THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY |
title_full_unstemmed |
THE MEASUREMENT OF SERVICE QUALITY WITH SERVQUAL FOR DIFFERENT DOMESTIC AIRLINE FIRMS IN TURKEY |
title_sort |
measurement of service quality with servqual for different domestic airline firms in turkey |
publisher |
University in Belgrade |
series |
Serbian Journal of Management |
issn |
1452-4864 |
publishDate |
2012-11-01 |
description |
The primary purpose of this research is to determine whether there is a significant differencebetween the passengers’ service quality expectations and service quality perceptions in differentairline firms. The collateral purpose is to find out whether there is a significant difference betweenservice quality expectation and service quality perception of the passengers who have differentsocio-demographic characteristics. To achieve these purposes, the 5 - dimensional scale, suggestedby Parasuraman et.al (1988) was applied to the airline travel sector. The questionnaire was used ininterviewing the passengers at Sabiha Gökçen Airport in Istanbul in Turkey with a “face to face”method. The data was analysed in SPSS 16 program after questionnnaires were collected. Firstly, thedemographic characteristics of passengers were presented for different airline firms. Then the highestand the lowest gaps for the each statement was determined. Lastly it was compared if there was asignificant difference between the service quality expectation and perception for different domesticairline firms. |
topic |
Service Quality Airlines SERVQUAL |
url |
http://www.sjm06.com/SJM%20ISSN1452-4864/7_2_2012_171_325/7_2_219_230.pdf |
work_keys_str_mv |
AT kenanaydin themeasurementofservicequalitywithservqualfordifferentdomesticairlinefirmsinturkey AT sedayildirim themeasurementofservicequalitywithservqualfordifferentdomesticairlinefirmsinturkey AT kenanaydin measurementofservicequalitywithservqualfordifferentdomesticairlinefirmsinturkey AT sedayildirim measurementofservicequalitywithservqualfordifferentdomesticairlinefirmsinturkey |
_version_ |
1725254633229647872 |