Assessment of the service provided to the transit passengers in airport operation

The issue of how expected and perceived service quality can be measured has become the most important issue of the businesses operating in the service sector. At this point, it is critically important that the customer expectations and perceived service quality can be accurately analyzed and measured in airport management, which has an important place in the field of service sector. Research in this context; To measure the service quality offered to transit passengers at the Istanbul Atatürk Airport international terminal with the SERVQUAL Model; It aims to identify the perceptions and expectations of passengers in terms of five service quality dimensions, which are determined as Physical Appearance, Reliability, Demand, Guarantee and Empathy, and to determine improvement suggestions for perceived service quality levels. As a result of the study, the equal weight of SERVQUAL score (0.064) and the weighted SERVQUAL score (0.070) were positive above 0.Considering the positive value of both scores, it was observed that Istanbul Atatürk Airport met the passenger expectations.When evaluated on the basis of dimensions; It was seen that the service quality dimension, which receives the highest value in meeting the expectations of transit passengers, is the collateral dimension.It was determined that the quality of service perceived on the basis of dimensions did not show a significant difference between the number of participants in the Atatürk Airport and the number of transit passengers in the last one year.