Düşük Maliyetli Havayollarında Ek Hizmet Yönetimi
Özet
In order to provide competitive advantage in the airline sector, where competition is
high and operating costs are constantly rising, different airline models have emerged.
Low cost carrier model, which is one of these airline models offer more affordable
prices for their passengers by separating and simplifying their services from the main
product which is traveling between two points. These services, which are separated
from the main product of airlines, are called ancillary services. The purpose of this
study is to examine the airline ancillary services in order to create ancillary service
strategy in low cost carriers. For this purpose, ancillary services was investigated in a
Turkish low cost carrier which has both domestic and international flights. In this
respect, five questions were examined separately for both 14 a la carte ancillary
services and 9 commission based ancillary services. In the relevant literature, limited
ancillary services studies were carried out by the survey method. Different from the
previous studies, this study was carried out by Delphi method. In this way, it was aimed
to reach more accurate and practical results with the consensus of the 17 airline
ancillary management experts. In three rounds Delphi method, descriptive statistics
were analyzed after each round. In this study, experts’ consensus was calculated on
the given judgments related to ancillary services. As a result of the Delphi method,
consensus point was increased after each round and it was determined that there was
a consensus on the all of judgments after the third round. Ticked change right, ticked
refund right and excess baggage were found the most effective a la carte ancillary
services for the airline selection of passengers; airport transfer and private passenger
lounges were found to be the most effective commission based ancillary services.
Ticked chance right was found among the a la carte ancillary services; airport transfer
and car parking services were found among the commission based ancillary services
for the easiest ancillary service willing to pay for the customers when start to sell. The
right to carry excess baggage selling is found the most important a la carte ancillary for
should be sold by the airline; car rental selling and private passenger lounges selling
are found the most important among the commission based ancillaries for should be
sold by the airline. The most appropriate a la carte ancillary service is found seat
selection for selling with bundle, while the commission based ancillary service were
found airport transfer service. Among the a la carte ancillary services seat selection
and in-flight entertainment systems; among the commission based ancillary services
private passenger lounges and fast track services are observed the most important
ancillary services which could be purchased in order to increase the travel experience
even if it is not needed.
Bağlantı
http://hdl.handle.net/11655/7818Koleksiyonlar
Künye
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