Anadolu Bil Meslek Yüksekokulu Dergisi

Yazarlar: Zümrüt Ecevit SATI, Sündüs DİLEK

Konular:-

Anahtar Kelimeler:Service Quality,Improvement efforts,Baggage services quality,Baggage services processes,Customer Satisfaction

Özet: Flight network and increase of the number of passengers has multiplied the number of airline passengers will be preferred in terms of this development with the improvement of service quality, increased customer satisfaction and importance in the provision of high quality services. In this case, passengers' baggage undamaged, on time delivery of services and basic baggage in the process of the management of the service quality improvement jobs. Result of the increased cost of passenger dissatisfaction and disruption, baggage service improvements, airlines are having an increasingly important role in improving the overall service quality perceptions. waiting for receiving baggage. Passengers who exposed baggage irregularity, are who highly likely to be lost, airlines in the face of the disruptions, always should develop its activities by improving awareness. Goal of research for sensing improvements for passengers who travel with THY, measure the satisfaction and regarding baggage service “considering main basis” determining whether the difference in over all satisfaction level between perceptions of service quality

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