The Covid-19 epidemic, which started in late 2019, adversely affected many sectors, especially the airline industry. In this process, airlines resorted to the practices such as reducing the number of flights, removing aircraft with high operating costs from the fleet and halting flights to some flight routes to reduce the negative effects of Covid-19. The Covid-19 process has also affected the relationship between the airline and the airport, which are the most important stakeholders of the air transport industry. There have been some changes in the demands and expectations of the airlines regarding the service quality from the airports. In this study, the importance of the services offered at airports in the Covid-19 process for airlines has been examined. In this way, it is aimed to reveal the factors that airlines care about during the Covid-19 process. The fuzzy AHP method was used in the study. The findings of the study indicate that the weight criteria of reliability (0.442) and physical assets 0.278, respectively, have the highest degree of importance. The findings also reveal that the responsiveness (0.030) criterion has the lowest value.
Service quality air transportation SERVQUAL Covid-19 Service quality, air transportation, SERVQUAL, Covid-19
Primary Language | Turkish |
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Journal Section | Articles |
Authors | |
Publication Date | November 30, 2021 |
Submission Date | March 31, 2021 |
Published in Issue | Year 2021 Volume: 39 Issue: Covid 19 Özel Sayısı |
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