Havayolu İşletmelerinde E-hizmet Kalitesi Boyutlarının Önem Düzeylerinin Belirlenmesi

Mahmut BAKIR; Özlem ATALIK

Makale detayları

Havayolu İşletmelerinde E-hizmet Kalitesi Boyutlarının Önem Düzeylerinin Belirlenmesi

Yazarlar:

Mahmut BAKIR | Özlem ATALIK

Yayıncı:

Eskişehir Osmangazi University

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

Eskişehir Osmangazi University Journal of Economics and Administrative Sciences 2019 Vol.14 Issue 1, pp.149-168

Belge Tipi:

Makale

Yayın Tarihi:

4/2019

Belge Dili:

Türkçe

Document ID (Org No.):

2000416067

eISSN:

1306-6293

pISSN:

1306-6730

Özet:

 


Because of developments in information technology, distribution of
products has started to be provided over the internet, and the airline industry
has been affected too much by this situation. In this context, while the share
of services offered by travel agencies has been gradually decreasing, the
internet has started to be widely used by airline companies, especially by low-cost
carriers. This study aims to determine the importance level of the factors
affecting e-service quality provided in the airline industry. In this study, the
AHP (Analytic Hierarchy Process) method is used in the evaluation phase.
E-service quality is evaluated by a hierarchical structure consisting of 4 main
criteria and 13 sub-criteria. While service quality is determined as the most
important main criterion, it is seen that reliability and understandability are
found to be the most important sub-criteria. The most insignificant criterion
also is personalization.

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Makale detayları

Havayolu İşletmelerinde E-hizmet Kalitesi Boyutlarının Önem Düzeylerinin Belirlenmesi

Yazarlar: Mahmut BAKIR | Özlem ATALIK

Yayıncı: Eskişehir Osmangazi University

Ana Başlıklar: Sosyoloji & antropoloji

Dergi: Eskişehir Osmangazi University Journal of Economics and Administrative Sciences 2019 Vol.14 Issue 1, pp.149-168

Belge Tipi: Makale

Yayın Tarihi: 4/2019

Belge Dili: Türkçe

Document ID (Org No.): 2000416067

eISSN: 1306-6293

pISSN: 1306-6730

Sayı

Yazarlar:

Mahmut BAKIR | Özlem ATALIK

Yayıncı:

Eskişehir Osmangazi University

Ana Başlıklar:

Sosyoloji & antropoloji

Dergi:

Eskişehir Osmangazi University Journal of Economics and Administrative Sciences 2019 Vol.14 Issue 1, pp.149-168

Belge Tipi:

Makale

Yayın Tarihi:

4/2019

Belge Dili:

Türkçe

Document ID (Org No.):

2000416067

eISSN:

1306-6293

pISSN:

1306-6730