KURALDIŞI YOLCU DAVRANIŞLARININ HAVAYOLU ÇALIŞANLARININ TUTUMLARI ÜZERİNE ETKİSİ
THE EFFECT OF UNRULY PASSENGER BEHAVIORS ON ATTITUDE OF AIRLINE EMPLOYEES

Summary/Abstract: Increasing competition in the aviation industry with the effect of globalization has increased the importance of customer satisfaction. Airline companies, on the one hand, try to ensure the satisfaction of their customers / passengers, on the other hand, they try to solve problems arising from their customers / passengers. All stakeholders in the aviation sector carry out their activities in accordance with both national and international standards. Passengers, as well as all stakeholders, are expected to act in line with these rules. Because, adverse situations that may arise as a result of not obeying the rules may endanger the flight safety and cause more grave consequences. In the scope of the study, how the unruly passenger behaviors emerged, how the employees were affected by these attitudes and behaviors of the passengers and how they managed this process were examined. In the research, qualitative and quantitative methods were used together. The literature on unruly passenger behaviors was searched, the airline and airport employees working at Istanbul Airport were asked to convey their attitudes towards the irregular behaviors they were exposed to during the day through the survey. Since the Covid-19 pandemic process has been going on for a long time, the survey was conducted online. In this respect, the mixed research method was applied in the study, a model was tried to be developed for scale development by using qualitative and quantitative methods together, data were collected through questionnaires by reaching 173 people, and it was aimed to contribute to the literature in terms of theoretical and application by analyzing. The study is expected to contribute to the literature on airline enterprises to determine the unruly passenger behavior and the positive and negative effects of these behaviors on employees' attitudes.

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