The factors involved in repurchasing decision of airline passangers and their level of customer satisfaction

The main purpose of this study is an examination which includes stated ?domestic? and ?foreign? airline management as 2 universes with comparative and subjective analysis in the service sector. In this framework, these studies is seen appropriate for these two universes: Determination of the consumer profiles, determination of consumer?s usage or in other say different choices and determination of their behaviors about flying, determination of the relation between consumer?s payments for airline and their loyalty to firms which supply service, measurement of satisfaction level about service to consumers, fixation of satisfaction extent, examination of satisfaction levels according to demographic features and making segmentation for airline consumers. The said these examinations were taken on as 5 sub- aims under 5 titles. These titles were named as ?Determining of Customer Profiles?, Determining of Relationship between Loyalty and Satisfaction of Price?, ?Determining of Service Satisfaction Levels and Its Dimensions?, ?Examining of Airline Services Dimensions according to Customer Demographics? and ?Market Segmentation for Airline Customers?.Today, airline service has become very important. In this area along with the liberalization process, many competitors have emerged in the sector. Get ahead in competition is performed with customer recognition. In this context, the expectations of customers, purchasing criteria and process, satisfaction, complaints, and loyalty is important.Domestic and international airline services enable presenting of service which has an understanding of different of between cultures. Due to essence of the airline services is passengers to move between cities or countries, passengers experience this intercultural approach more different than other products and services. In this framework, differantation of consumer?s perceptions about domestic and foreign airlines is significant. A primary research was made for understand this case in scope of this thesis. Within the scope of this research, Emirates and Turkish Airlines passengers were compared in terms of their satisfaction levels, re-purchase intentions, and profiles.