Prof. Dr. Kenan AYDIN

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Service Quality in Airline Businesses: A Research on THY


Recently, businesses have been competing each other with their high-tech
investments and their technology. Especially, ın a service sector like airline services, ıt is so important to have a good equipment and great technology. According to this, the purpose of this research is to determine whether there is a significant difference between the consumers’ service quality expectations and service quality perceptions . To achieve this purpose, the scale which was suggested by Parasuraman, was formed as 5 dimensions and 22 statements(Servqual), has been adapted for airline travel sector. This questionnaire was implemented to the passengers at İstanbul Atatürk Airport with a “face to face” method. Then collected data was analysed in SPSS 16 program.

Keywords: Airline services, service quality, servqual

Service Quality in Airline Businesses A Research on THY


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