Havayolu işletmelerinde yer hizmetlerinin önemi ve personel seçim süreci: X işletmesi örneği
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Dosyalar
Tarih
2021
Yazarlar
Dergi Başlığı
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Cilt Başlığı
Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Sivil hava taşımacılığının gelişmesi ve rekabetin artması; eski bir anlayış olan kar elde etme güdüsünü arka plana iterek şirketleri müşteri odaklılığa yönlendirmiştir. Bu yeni anlayışın yerleşmesi sonucunda; hizmet içeren emek yoğun sektörlerdeki şirketler, insan kaynağının önemini anlamışlardır. Günümüzde müşteri istek ve ihtiyaçlarının karşılanabilmesi için; eğitimli, tecrübeli ve yetenekli personelin alınarak rekabet avantajı elde etmek en önemli konuların başında gelmektedir. Sivil hava taşımacılığı; uçuş hat eylemleri ve yer hizmetlerinin gerçekleştiği süreçlerden oluşmaktadır. Havalimanı içerisinde gerçekleşen faaliyetler arasında terminal yer faaliyetleri özel öneme sahiptir. Yer hizmetleri faaliyetlerini gerçekleştirirken hava yolu taşımacılığı eyleminin zamanında ve emniyetli bir şekilde yapılması ile müşteri memnuniyeti de sağlanacaktır. Yer hizmetleri, hava yolunun yolcu ve yük taşımacılığının sürekliliğini sağlamakta önemli bir ögedir. Bu nedenle havayolu şirketlerinin başarısı yer hizmetlerinin başarısına, hizmetine ve kalitesine bağlıdır. Havayolu şirketlerinin faaliyetleri ile yer hizmetlerinin faaliyetleri birbirini tamamlayan ve iç içe geçmiş karmaşık faaliyetlerdir. Bu tezde; havayolu işletmelerinde yer hizmetleri kavramının ne denli önem kazandığı vurgulanmaktadır. Ayrıca havayolu işletmelerine verilen yer hizmetlerinde müşteri memnuniyetini sağlayacak en önemli unsur olan yer hizmeti personelinin seçim süreci araştırmanın amacını oluşturmaktadır. Bu bu çalışmanın amacı; elde edilen bilgiler doğrultusunda X işletmesi personel seçim sürecini incelemek, personel seçim sürecinde nasıl bir yol izlendiği ve bu sürecin avantajlarının dezavantajlarının tespit edilip katkı sağlamaya yönelik öneriler sunmaktır. Çalışmada temel bulgular olarak personel seçim süreci aşamalarının birbirleriyle etkileşim halinde olduğu, ön görüşme, test ve mülakatların yapılması, iş gören adres, sağlık ve referans kontrolünün gerçekleştirildiği görülmektedir. Araştırma kapsamında nitel araştırma yöntemi kullanılmıştır ve veriler görüşme tekniğinden yarı yapılandırılmış sorular ile elde edilmiştir. Araştırma verileri, görüşme soru formlarına verilen cevapların incelenmesiyle ve veriler betimsel analiz tekniğine tabi tutularak elde edilmiştir. Araştırmanın sonucunda X işletmesinin yoğun faaliyet dönemlerinde iş gücü ihtiyacını karşılamak maksadıyla, toplu işe alım süreçleri yürüttüğü bulgularına ulaşılmıştır. Bu süreçte ise iç kaynak ve dış kaynak kullanımlarından faydalanılmıştır. Ayrıca iş gören seçim sürecinde operasyonel ve genel merkeze yönelik alımların yapıldığı belirlenmiştir. İşe alım yapılan adaylarda birtakım özellikler aranmaktadır. İstihdam edilecek iş gören seçiminde aday başvurularının; eğitim durumu, yabancı dil bilgisi, mesleki yeterliliği gösteren belgeler, adres, yaş, sağlık durumu ve erkek adaylar için askerlik durumuna göre değerlendirildiği sonucuna varılmıştır.
The development of civil air transport and increased competition; pushing the old concept of profit-making to the background; led companies to customer focus. As a result of the establishment of this new understanding; Companies in labor-intensive industries that include services have understood the importance of human resources. Today, in order to meet customer requests and needs; It is one of the most important issues to gain a competitive advantage by recruiting trained, experienced and talented personnel. Civil air transport constitutes flight line actions and ground services processes. Terminal ground activities have a special importance among the activities carried out within the airport. Besides, the selection process of ground service personnel, which is the most significant element that will ensure customer satisfaction in ground servicing provided to airlines, constitutes the purpose of this research. In addition to this basic purpose, it is aimed to examine the process of the personnel selection for X company, to determine how the personnel selection is carried out and the advantages and disadvantages of this process, to put forward suggestions to contribute to this process in accordance with the information obtained. For the main findings of the study, it is observed that the personnel selection process stages interact with one another, early negotiations, tests and interviews are carried out, and the address, health and reference controls are carried out. The qualitative research method was utilised and the data were obtained from the interview technique with semi-structured questions within the scope of the research. The research data were obtained by examining the responses given to interview questionnaires and by subjecting the data to the descriptive analysis technique. While performing ground handling activities, customer satisfaction will be ensured if the air transport action is carried out in a timely and safe manner. Ground services are an important element in ensuring the continuity of the airline's passenger and freight transport. For this reason, the success of airline companies depends on the success, service and quality of ground handling services. The activities of airline companies and the activities of ground handling services are complex activities that complement each other and are intertwined. In this thesis; It is emphasized how important the concept of ground handling services in airline companies is. In addition, the selection process of the ground service personnel, which is the most important factor that will ensure customer satisfaction in the ground services provided to the airline companies, has been investigated by the method of interview technique. As a result of the research, it has been found that X company carries out mass recruitment processes in order to meet the workforce needs during peak activity periods. During this process, internal and external resources are utilised. In addition, it has been determined that recruitment is carried out for operational and headquarters during the employee selection process. Some qualifications are sought in recruited candidates. It has been concluded that candidate applications are evaluated according to their education level, knowledge of the foreign language, documents showing professional competence, address, age, health status, and military service status for male candidates in the selection of employees to be recruited.
The development of civil air transport and increased competition; pushing the old concept of profit-making to the background; led companies to customer focus. As a result of the establishment of this new understanding; Companies in labor-intensive industries that include services have understood the importance of human resources. Today, in order to meet customer requests and needs; It is one of the most important issues to gain a competitive advantage by recruiting trained, experienced and talented personnel. Civil air transport constitutes flight line actions and ground services processes. Terminal ground activities have a special importance among the activities carried out within the airport. Besides, the selection process of ground service personnel, which is the most significant element that will ensure customer satisfaction in ground servicing provided to airlines, constitutes the purpose of this research. In addition to this basic purpose, it is aimed to examine the process of the personnel selection for X company, to determine how the personnel selection is carried out and the advantages and disadvantages of this process, to put forward suggestions to contribute to this process in accordance with the information obtained. For the main findings of the study, it is observed that the personnel selection process stages interact with one another, early negotiations, tests and interviews are carried out, and the address, health and reference controls are carried out. The qualitative research method was utilised and the data were obtained from the interview technique with semi-structured questions within the scope of the research. The research data were obtained by examining the responses given to interview questionnaires and by subjecting the data to the descriptive analysis technique. While performing ground handling activities, customer satisfaction will be ensured if the air transport action is carried out in a timely and safe manner. Ground services are an important element in ensuring the continuity of the airline's passenger and freight transport. For this reason, the success of airline companies depends on the success, service and quality of ground handling services. The activities of airline companies and the activities of ground handling services are complex activities that complement each other and are intertwined. In this thesis; It is emphasized how important the concept of ground handling services in airline companies is. In addition, the selection process of the ground service personnel, which is the most important factor that will ensure customer satisfaction in the ground services provided to the airline companies, has been investigated by the method of interview technique. As a result of the research, it has been found that X company carries out mass recruitment processes in order to meet the workforce needs during peak activity periods. During this process, internal and external resources are utilised. In addition, it has been determined that recruitment is carried out for operational and headquarters during the employee selection process. Some qualifications are sought in recruited candidates. It has been concluded that candidate applications are evaluated according to their education level, knowledge of the foreign language, documents showing professional competence, address, age, health status, and military service status for male candidates in the selection of employees to be recruited.
Açıklama
Anahtar Kelimeler
Turizm, Tourism
