The determination of perceived quality dimensions of computerized airline reservation and ticketing certificate training programme in tourism

The sensitivity shown to safe and high-quality flight service in the airline transportation that supports the development of the tourism sector and offers intensive service makes training crucial which is necessary for the growth of skilled labor. Providing safety and quality of flight service is closely related to the quality of the training provided to employees. The aim of this study is to determine the dimensions of perceived quality of computerized airline reservation and ticketing certificate training programme organized within the context of commercial and ground service training. To achieve this goal, the scale development process was followed by using both qualitative and quantitative research techniques. The data were obtained from the 216 participants who participated in the reservation and ticketing training in Istanbul Turkish Aviation Academy. Multi-dimensional and hierarchical quality model has been initially developed for the training as a result of content analysis of data achieved through literature review, interviews and observation. Subsequently, in accordance with the method of scale development, the following stages were followed: i) to determine the items representing the dimensions of the model, ii) pre-test and revision, iii) expert validity, pilot test and revision, iv) to evaluate features of the scale and v) scale reliability and construct validity. As a result of these stages, a reliable and valid measurement tool that has eight dimensions (interaction, material, content and method, outcome, ambient conditions, objective, spatial layout and time) and 68 items were developed for measuring the quality of training. The results obtained from this study contribute to scientific knowledge in terms of being potential antecedent variable that affects the criteria (reaction, learning, behavior and organizational results) taken into account in assessing the effectiveness of training, and the variables (satisfaction and motivation etc.) affected the transfer process of knowledge-skills gained via training to work and contributes to trainers and training program designers in terms of which components should be considered during designing and updating the training program.