the analysıs of servqual servıce02

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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