AHP tabanlı EDAS yöntemleriyle havayolu işletmelerinde hizmet kalitesinin değerlendirilmesi
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Tarih
2020
Yazarlar
Dergi Başlığı
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Yayıncı
Aksaray Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Son 20 yıldır yoğun bir şekilde havayolu işletmeleri, kurdukları işletme modelleriyle misafirlerine sundukları hizmetlerde farklılaşmaya giderek pazarda rekabet üstünlüğü yakalamaya çalışmaktadır. Bu bağlamda, havayolu işletmelerinin tam hizmet sunum modeliyle iş amaçlı (Business Class) seyahat eden yolcu pazarına verdikleri hizmetlerin kalite düzeyi havayolu işletmelerini pazarda daha rekabetçi yapmaktadır. Bu araştırma, SKYTRAX’a üye 11 havayolu işletmesinin iş amaçlı seyahat eden yolcularına sunduğu hizmetlerin kalitesinin belirlenmesi ve havayolu işletmelerinin sıralanması için yapılmıştır. Son yıllarda hizmet kalitesinin ölçülmesi üzerine farklı yaklaşımlar geliştirilmiş olmasına rağmen Çok Kriterli Karar Verme (ÇKKV) yöntemleri bu alanda diğer yöntemlerden ayrışmaya başlamıştır. Bu çalışmada havayolu işletmelerinin hizmet kalitesi, Çok Kriterli Karar Verme (ÇKKV- Multi-Criteria Decision Making) yöntemlerinden AHP (Analytical Hierarchy Process) tabanlı EDAS (Evaluation based on Distance from Average Solution) yöntemi ile ölçülmüştür. AHP yöntemiyle havayolu işletmelerinin hizmet kalitesi kriterlerinin önem ağırlıkları beş farklı havacılık uzmandan alınan verilerle değerlendirilmiştir. AHP yöntemiyle ölçülen önem ağırlıkları EDAS yöntemiyle birleştirilerek havayolu işletmelerinin hizmet kalitesi sıralaması yapılmıştır.
For the last 20 years, Airline companies have been intensely trying to get competitonal advantage in the market by going to differentiation on the services offered to their guests, which have been based on set up management models. In this context, the quality level of the service given to passengers flying for business purpose (Business Class) with the application of Full Service Provision Model (Full Cost Airlines) has been making airline companies more competitive in the market. This research was performed to find out the quality level of service given to passengers flying for business purpose and to line up 11 airline companies which are the members of SKYTRAX. In recent years, although different approaches have been developed to measure the service quality, Multi-Criteria Decision Making (MCDM) method has been more dissociated among others. In this study, service quality of airline companies were measured by using EDAS (Evaluation based on Distance from Average Solution) method based on AHD (Analytical Hierarchy Process) which is one of the means of MCDM (MultiCriteria Decision Making). By AHP method, the values of service quality criterion were evaluated with the data obtained from 5 different aviation experts. Service Quality Placement List of airline companies was carried out by combining the values measured by AHP method with EDAS method.
For the last 20 years, Airline companies have been intensely trying to get competitonal advantage in the market by going to differentiation on the services offered to their guests, which have been based on set up management models. In this context, the quality level of the service given to passengers flying for business purpose (Business Class) with the application of Full Service Provision Model (Full Cost Airlines) has been making airline companies more competitive in the market. This research was performed to find out the quality level of service given to passengers flying for business purpose and to line up 11 airline companies which are the members of SKYTRAX. In recent years, although different approaches have been developed to measure the service quality, Multi-Criteria Decision Making (MCDM) method has been more dissociated among others. In this study, service quality of airline companies were measured by using EDAS (Evaluation based on Distance from Average Solution) method based on AHD (Analytical Hierarchy Process) which is one of the means of MCDM (MultiCriteria Decision Making). By AHP method, the values of service quality criterion were evaluated with the data obtained from 5 different aviation experts. Service Quality Placement List of airline companies was carried out by combining the values measured by AHP method with EDAS method.
Açıklama
Anahtar Kelimeler
Havayolu İşletmesi, Hizmet Kalitesi, Çok Kriterli Karar Verme, AHP, EDAS, Airline Company, Service Quality, Multi Criteria Decision Making (MCDM), Evaluation Based on Distance from Average Solution (EDAS), Analytical Hierarchy Process (AHP)
Kaynak
Aksaray Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
12
Sayı
4
