The quality service production effect of customer satisfaction and an application in the aviation sector

The fact of service quality is seen as an eventual target for companies. They design production and marketing activities, which are suitable with their customers' expectations, for this target. Because costumers design their own behaviors of buying due to the production and marketing activities of companies. Service quality is one of the basic fact to shape these behaviors. At the same time, companies also decide a standard for service quality. These standards are for shaping the service quality due to specific rules. Customers follow these activities of companies closely, too. The perceptions of companies about production and marketing affect customers' perception of buying and consumption. That is why service quality is the introductory factor of companies about their services. This issue of service quality is precious for customer satisfaction. Providing a customer satisfaction is the most important target of companies and feeling the satisfaction feeling is the legal and social rights of customers. In particular, under the complicated and tough competition conditions, customer satisfaction is an inevitable fact for companies. It may be said that the life circle of a company depends on customer satisfaction. In this study of thesis, the concepts of service quality and customer satisfaction have been handled and the effect of service quality on customer satisfaction has been touched upon. In the last chapter of study of thesis, to measure that effect, there is a study of survey, which has been applied on 77 persons, who work in the aviation sector, and the ideas of participants have been evaluated.