Critical determinants of quality perception in business class demands in air transportation and implications for COVID-19 period the case of Turkish Airlines

The aim of this research is to evaluate the impact of the quality perception of the products and services offered by Turkish Airlines on the business class demand in the Covid-19 conditions. The dramatic decline in the demand for air travel has adversely affected the airline industry. As a result, Turkish Airlines inevitably had to make some changes in catering and service quality during the pandemic. Therefore, we tried to determine business class passengers' perception of the new services and their quality under the conditions of Covid-19 with the alterations in service quality and strict health measures in the latest market circumstances. In this research, a face-to-face survey was conducted at the Istanbul Airport Business Lounge with 107 international and long-haul business class passengers travelling with Turkish Airlines. This study will help determine the effect of the perceived quality level of products offered by Turkish Airlines on business class demands.