The effect of service quality on customer satisfaction inairline businesses: A study on Azerbaijan ai̇rli̇nes customers

The services offered to passengers, including pre-flight and post-flight experiences, including all travel experiences, and the quality of these services are of great importance in terms of ensuring and maintaining customer satisfaction. In this study, the expectations of passengers traveling on the Baku-Istanbul route of Azerbaijan Airlines in the aviation sector are compared with the elements of perceived service quality in Azerbaijan Airlines emphasis is on highlighting the impact of the results on customer satisfaction. In line with this purpose, the study consists of three parts. In the first part of the study, aviation management, service quality, service quality models and customer satisfaction are discussed. In the first part of the study, airline management, service quality, service quality models and customer satisfaction are discussed in the second part. In the third part of the study, the airline service quality expectations of the passengers travelling on the Baku-Istanbul route of Azerbaijan Airlines and the service quality elements perceived from Azerbaijan Airlines were compared and the effect of the results on customer satisfaction was tried to be determined. The research was conducted through online data collection, and the gathered data was analyzed using the SPSS 22.0 method. According to the research results, it is observed that Azerbaijan Airlines falls short of fully meeting customer expectations on the scales of physical evidence, reliability, responsiveness, assurance, and empathy in terms of service quality. Therefore, the level of customer satisfaction is not high.