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Abstract


EVALUATION OF THE SERVICE QUALITY OF AIRLINE COMPANIES ACCORDING TO THE OPINIONS OF THE STUDENTS STUDYING IN THE AVIATION DEPARTMENT

The rapid development of technology has affected the aviation industry as well as in every field. Be brought to the level that can be used by all sectors of the air transport in Turkey, especially after liberalization has increased the demand for aviation. As a result, the importance of civil aviation departments in universities has increased and it has become one of the highly demanded departments by students. It is observed that civil aviation departments in both state and foundation universities have increased over time. While the increase of this division significantly affects the need for qualified personnel in the aviation industry, airlines aim to positively affect the service quality perceptions of passengers about their companies by employing qualified personnel. In addition, in order to gain competitive advantage, airlines aim to influence passengers' perceptions of service by providing high-level services such as timely departure, convenience in baggage and ticket transactions, and availability of the physical conditions of aircraft. This study was conducted in order to measure the service quality of airline transportation experienced by students studying in the civil aviation department. The research was conducted on 89 students with face-to-face survey application and the data were subjected to frequency, factor, reliability, t-test and anova test analysis in SPPS 22 program.



Keywords
Air Transportation, Department of Aviation, Service Quality



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