Browsing by Author "Tolon, Metehan"

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    Does Gender Matter? Considering Gender of Service in the Airline Industry
    (2018) Kurtulmusoglu, Feride Bahar; Can, Gulin Feryal; Pakdil, Fatma; Tolon, Metehan
    Airline firms prioritize service features on the basis of customers' demand. While prioritizing these service features, successful positioning strategies are expected to focus on gender specific concerns. Given the fact that previous literature relies heavily on gender neutral strategies in airline industry, this study particularly addresses critical service features prioritized by female and male passengers by ranking airlines based on a multi-criteria decision-making method. Comfortable chair, seat space and leg room, and flexibility in reservation change were discovered as the three most impactful service features for female passengers. Availability of non-stop flight, frequency of flights, and airfare appeared as the other three most impactful service features among male passengers.
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    A Voice in the Skies: Listening to Airline Passenger Preferences
    (2016) Kurtulmusoglu, Feride Bahar; Can, Gulin Feryal; Tolon, Metehan; A-7058-2017
    This study aims to identify the impact levels and priorities in the service expectations that passengers 'have when identifying a preferred airline. The results are based on probabilities and impacts, and can help airlines to accurately understand the preference criteria of their passengers. The priorities of the passengers may differ according to the airline chosen; therefore, the probabilities shown in this study can inform senior airline managers about the passenger perspective. This study uses the Stochastic Multi criteria Acceptability Analysis-2 (SMAA-2) method. SMAA-2 identifies the priorities and impact levels of passengers' expectations on airline selection, and the ranking of alternative firms according to the probability. According to the obtained results, Airline 3 (AF(3)) is the most preferred airline with the highest confidence rate. This airline operates based on a low-cost model that allows passengers to choose additional services for additional charges. The passenger expectations that have the highest impact on the preference when selecting an airline are 1) ticket prices, 2) punctuality, and 3) booking convenience. Free in-flight food and beverages, the variety and quality of the food and beverages, and voyager miles programs for loyal customers are found to have no impact on the ranking of airlines. The expectations identified by the passengers in this study are related to the outcome quality dimension, with services dominated by flexible features. The findings of this study define the passenger as a rational decision maker who is price sensitive. (C) 2016 Elsevier Ltd. All rights reserved.