Analysis of check-in counters and the research of the factors affecting service quality perception

Check-in service is the first step of the airline services which passenger get the service just after entering the airport terminal. Check-in service is under the responsibility of airline. Evaluation of the airline services quality in perspective of passenger starts from check-in service. Also check-in queues cause most of the total waiting time in airport terminal. In service process, the less time passenger spent in the waiting lines means the higher satisfaction. Besides of waiting behavior in the lines, how passenger evaluate service quality is an important issue to understand. The study researches common use counter check-in systems in terms of simulation methodology. After examining queue parameters, factors affecting quality perception of passengers are handled. Then perceived waiting times are compared with actual waiting times in check-in queues. Lastly, probable relations among perceived waiting times in check-in queues, satisfaction level of passengers and components of service quality perception are analyzed. Data used in the simulation part of the study is collected from İstanbul Atatürk Airport in March, 2015. In the following part of the study, questionnaire data of 412 participants is used which is collected from Antalya International Airport between September, 11-14, 2015. Check-in service and waiting behavior in queues are worked thoroughly by considering both substantial and perceptual matters in the context of service quality.