Author/Authors :
BIÇER, Derya Fatma Cumhuriyet Üniversitesi - Cumhuriyet Meslek Yüksekokulu - İşletme Yönetimi Bölümü, Turkey , GÜLMEZ, Mustafa Akdeniz Üniversitesi - Turizm Fakültesi - Turizm İşletmeciliği Bölümü, Turkey
Abstract :
All businesses who want to create customers value to make their business processes more efficient and to have competitive advantage are entered into in order to capture the different managerial pursuits. For this purpose, many firms to adopt total quality management philosophy to improve the quality and thus in total and they provide customer satisfaction. Today, the scope of the concept of services going beyond the old approach is more extended. A lot of businesses engaged in production of different markets, including the manufacturing industry, now has become inevitable to pursue activities in order to create the service. Because today each person is moving towards buying its needs and desires with different services as a consumer. In this study, quality, total quality management, marketing service and service marketing concepts explained and analyzed the interactions on each of these concepts. In the application part of the study, ISO certified airline companies who have adopted the total quality concept has been applied and operated in DHMİ Sivas Meydan İşletmesi, were administered surveys to their customers. According to the survey data to analyze the results of the application of total quality management, which affect the quality of service perceived by the passenger, it is possible to tell customers they are in favor of the implementation of total quality management. In addition, between customers preferrences of the airline services tickets which are physical evidence, have not relationship and gender of consumers, but between with the level of education has been found to be a significant relationship.
