The effect of service quality on airline transportation on corporate image, customer satisfaction and customer loyalty

In this study, the concept of service quality, which is undeniably high in importance for all enterprises, will be examined on airline transport companies. However, as the concept of service quality is examined in many studies, the effect of the concepts of corporate image, customer satisfaction and customer loyalty will be tried to be measured in improving the quality of service. The relationship between the determined concepts will be tested and their relationship levels will be determined. In this study, in order to increase the service quality dimensions of the companies providing services in the field of air transportation, the necessity of increasing the corporate image of each of the elements of customer satisfaction and customer loyalty will be examined. It is considered that the service quality of the enterprise will increase with the increase of each mentioned element. As a result of the study, it has been determined that corporate image, customer satisfaction and customer loyalty have a direct impact on the service quality of airline transportation companies. Nowadays, when the provision of airline services is very widespread, competition among airlines is getting more and more intense. In order to gain competitive advantage, airline companies should give the necessary importance to service quality. Instead of trying to compete by reducing costs, long-term thinking should improve service quality.