- Journal of Management Marketing and Logistics
- Vol: 3 Issue: 2
- SERVICE QUALITY PERCEPTION IN SERVICE SECTOR: AN APPLICATION IN AIRLINE CHECK-IN SERVICES
SERVICE QUALITY PERCEPTION IN SERVICE SECTOR: AN APPLICATION IN AIRLINE CHECK-IN SERVICES
Authors : Celal Hakan Kagnicioglu, Emircan Ozdemir
Pages : 156-162
Doi:10.17261/Pressacademia.2016219943
View : 11 | Download : 6
Publication Date : 2016-06-30
Article Type : Other
Abstract :Check-in is the first step of the service provided by airline and it can reach up to %80 of the whole waiting time in terminal. Passengers leave their baggage and take their boarding cards in this stage. Service provided by airline starts with check-in. Probable delays in this stage can affect whole process. Evaluation of the airline service from the perspective of passenger is an issue beginning from check-in step. In our study, check-in process is focused and factors affecting service quality perception are examined. SERVQUAL scale is used in order to measure expectations and perceptions of passengers. Under 5 main components of SERVQUAL scale, 17 items are prepared proper to check-in service. Data is collected conducting 412 face to face questionnaires on dates of September 11-14, 2015 at Antalya International Airport. In consequence of study, factors affecting service quality perception, expectation gaps and time related issues are revealed.Keywords : Check-in, airline, service quality, SERVQUAL, gap analysis