Benchmarking Service Quality Performance Of Airlines In Turkey

Bu calismanin amaci ulkemizdeki havayollarinin ic hatlardaki yolcu tasima faaliyetine iliskin hizmet kalitesi faktorlerini belirlemek ve bu faktorleri bulanik mantik tabanli cok kriterli bir karar verme teknigi kullanarak havayolu firmalarini siralamak ve kiyaslamaktir. Calismada oncelikle hizmet kalitesinin faktorlerini belirlemek icin faktor analizi yapilmis ve havayolu firmalarinin hizmet kalitesi performanslarini degerlendirmek uzere yolcu gorusleri bulanik dilsel degiskenler yardimiyla analiz edilmistir. Bu calismanin havayolu tasimaciligindaki hizmet kalitesi konusunda gelismekte olan ulkelerdeki durumu yansitmasi, ulkemiz orneginde havayolu firmalarinin uzerinde durmalari gereken hizmet kalitesi faktorlerini aciklamasi, bulanik mantik tabanli cok kriterli karar verme teknigi ile havayolu firmalarini kendi iclerinde bir siralama ve kiyaslama yapmasi, her bir firma icin bireysel bir yol haritasi sunmasi yonunden yenilikci oldugu dusunulmektedir. Bu calismanin ozgunlugu, bulanik mantik tabanli cok kriterli karar verme yontemi ile firmalarin rakip firmalara gore hizmet kalitesi kriterlerini kiyaslamasi, performanslarinin yetersiz kaldigi kriterleri belirlemesi, iyilestirme yapilacak kriterler icin onceliklendirme yapmasi ve eksik olunan kriterlerde ornek almalari gereken firmalari isaret eden bir yol haritasi sunmasidir.

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