The impacts of service innovations in civil aviation sector on percieved service quality on passenger delight

There have been major changes in airline transportation recently. The increasing technological developments in the world, with the increasing competition, force businesses to innovate. Along with the quality of service in air transport, the expectations for innovation in the field of service are also increasing. The increase in customer expectations leads the airport management to technological and personnel innovations in the field of service. Nowadays, in order to transform the competition into advantage, service companies are applying a number of service innovations in order to increase service quality and provide customer satisfaction. Quality must be measurable in order to understand and evaluate the quality level. Quality measurement is difficult due to the characteristics of the services. The direction of changing customer expectations of airport services, which constitute the important service process of airline transportation, has been tried to be determined. In this study, the effect of service innovations applied at airports on service quality perception and passenger satisfaction is investigated. The research was conducted on 341 passengers with a face to face questionnaire application at Istanbul airport. The data obtained were subjected to factor analysis in SPSS 22 program. The questionnaire was also used by adapting the scale of service innovation of Chen, Yu and Batnasan(2014) and the scale of service quality translated into Turkish of Seyran(2004) and Öznalbant(2010). İn the form of an questionnaire, quantitative research method was used. Sampling was chosen from the random sampling methods. The satisfaction of service innovations and the impact of service innovations on service quality perception of the passengers were investigated. As a result of the analyzes, significant differences were found between demographic characteristics and service quality perception, service innovations and passenger satisfaction. It is observed that service innovations have an impact on service quality perception and passenger satisfaction The effect of service quality perception applied at the airport on passenger satisfaction was determined. Keywords: Services, Service Quality, Perceived Service Quality, Service innovations, Airport Services, Passenger Satisfaction, Civil Aviation