The mediating role of total quality management awareness in the impact of information and communication technologies on quality performance in airport operations: A case study of Istanbul Airport

In today's highly competitive aviation sector, which has become one of the most intense areas of global competition, airports need to enhance their quality performance to survive and succeed. One of the most effective ways to improve quality performance is to use Information and Communication Technologies (ICT) efficiently. ICT can be a powerful tool for optimizing airport operational processes, increasing customer satisfaction, and reducing costs. However, for ICT to have a positive impact on quality performance, airports need to have Total Quality Management (TQM) and high awareness of TQM among employees. In this study, the mediating role of TQM awareness in the impact of ICT on quality performance was examined at Istanbul Airport. Data were collected from airport employees using a survey method, and regression analysis was employed for data analysis with the SPSS program. The results of the research indicate that TQM awareness plays a full mediating role in the impact of ICT on quality performance. This finding demonstrates that TQM enhances the influence of ICT on quality performance. The study's findings suggest that airports need to effectively use ICT and have TQM to improve their quality performance. Furthermore, increasing employee awareness of ICT is believed to contribute to enhancing quality performance. The findings of the study are considered a valuable reference not only for the aviation sector but also for other industries outside the aviation sector. All businesses utilizing ICT need to have TQM and high employee awareness of ICT to enhance their quality performance. This study is expected to contribute to the literature on the impact of ICT on quality performance in the aviation sector and other industries. The collected data were analyzed using the SPSS and AMOS programs, and the analysis revealed significant and positive effects of TQM awareness in the mediating role of ICT on quality performance in airport management.