THE ANALYSIS OF SERVQUAL AT SABIHA GOKCEN AIRPORT

THE ANALYSIS OF SERVQUAL AT SABIHA GOKCEN AIRPORT This post-graduate thesis by Anil OZTEKIN, working at Kocaeli University under the guidance of Kenan AYDIN was written in 2005. Keywords: The Analysis of Servqual at Sabiha Gokcen Airport, Servqual, Service Quality, Quality, Airport s Service Quality, Quality of Airports, Sabiha Gokcen, Kalite, Hizmet Kalitesi, Hizmet Kalitesi nin Ölçülmesi. ABSTRACT The purpose of this thesis is to investigate how to measure the service quality. In this respect, a literature search related to the service, service quality, and mesures of service quality was done. In the application part of this investigation, a measure of the service quality related to the airports which is the sub sector of service sector was aimed. In the line of this purpose, the survey form of Servqual method which was developed by Parasuraman, Zeithaml, and Berry was prepared for the airports. In the analysis of Servqual survey done at Sabiha Gokcen Airport which is the second airport in Istanbul, the gap between the expectations of the passengers from the excellent airports and perceptions of the service given at Sabiha Gokcen Airport formed the quality value. The proposed survey for this research did not follow all of the original 22 Servqual items; instead, items were modified, added or deleted when planning the survey instrument. For this reason, the questionnaire developed by working group, which consists of 5 dimensions and 46 statements (expectations-23; perceptions-23), was adapted to the airport firm and applied to the departing passengers. Systematic sampling was adopted with a skip interval of every 10th indivudual arriving at the entrance of Sabiha Gokcen Airport. The questionnaire was prepared in 4 languages: Turkish, English, German and Russian. Of those originally distrubuted, 296 completed passenger surveys were collected in August 2005.

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