The effect of the measures taken in the COVID-19 period on the perception of service quality and customer satisfaction: The comparison of the airlines using two different business models in Turkey

In the study, the effects of the measures taken by the airline companies, which use two different business models during the Covid-19 pandemic, on the quality perception and customer satisfaction of the traveling passengers were investigated. The Covid-19 measures of Pegasus Airlines as a low-cost airline operating in Turkey and Turkish Airlines as a Traditional Airline operation were examined comparatively; An ANOVA test was applied to analyze whether the effects of Covid-19 measures taken by low-cost and traditional airline companies on customer satisfaction and quality perception differed by applying a questionnaire consisting of 26 questions and scaled with a Likert type scale from 484 passengers who flew during the pandemic process. As a result of the study, it was concluded that there was no statistically significant difference in quality perception according to age, gender, marital status, education level and income variables in the comparison of airline companies using two different business models during the epidemic period.