Browsing by Author "Aydogan, Sefer"

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Citation - WoS: 4
Citation - Scopus: 3
AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES
(VILNIUS GEDIMINAS TECH UNIV, 2020) Cagri Bulut; Sefer Aydogan; Aydogan, Sefer; Bulut, Cagri
In line with the advancing airway capability the non-acronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports passengers prefer airports which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects together with the quality department experts we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study we designed the sector-specific questionnaire and its empirical data is conducted over 250 passengers through a face-to-face survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.
Service Quality in Private Secondary Schools: Extension to EduQUAL with a case from Turkey
(2021) Cagri Bulut; sefer aydogan; Aydogan, Sefer; Bulut, Cagri
Previous research on measuring the service quality presents alternativeassessment instruments of SERVQUAL by customizing the generic indicators of servicequality to sector-specific features for various service markets. EduQUAL is the specificmethod of SERVQUAL assessment for measuring the service quality of educationalservices. This study contributes to the EduQUAL literature by extending with a newdimension covering the quality assessment of the core educational services withempirical evidence generated in 2019 over the secondary-school students of privateschools operating in Turkey. Therefore the current study aims to extend the EduQUALassessment of the private chain schools and aims to which of these successful schools'service quality indicators predict student satisfaction and student loyalty. The study'sdata represents 305 students' perceptions of a private school operating in Turkey withmore than 100 branches. The factor analysis results yield a new dimension related tocore educational services. The regression analyses' results reveal that the coreeducational services predict only student satisfaction with other service qualityindicators. Empathy-related services at schools are the most significant indicators of theEduQUAL both on student satisfaction and student loyalty.