The effect of service quality on customer satisfaction and customer loyalty through air cargo transportation in Turkey: The case of air cargo agencies

In recent years, increasing trade volume, along with the international trade activities of the country easy-to high-quality and safe manner, which allows you to execute shows a great development of air cargo. Along with this development, the importance of determining the level of the effect of service quality on customer satisfaction and customer loyalty by analyzing the relationship between the three variables (service quality, customer satisfaction, customer loyalty) in the air cargo transportation sector is increasing day by day. The aim of this study is to analyse the effect of service quality on customer satisfaction and customer loyalty in air cargo transportation in Turkey. For this purpose, an application was made with the participation of 147 authorized personnel working at International Air Transport Association (IATA) authorized agencies operating in the field of air cargo transportation throughout Turkey. The research data were collected using a four -part survey form with the inclusion of a Form with General Information about the Companies, Service Quality, Customer Satisfaction and Customer Loyalty Scales. The research data were analyzed through the SPSS 21.0 statistical program. According to result of analysis, there seems to be a positive and meaningful linkage independent variable namely service quality on customer satisfaction and customer loyalty. It is observed that an increase in the quality of the services leads to a direct increase in the level of customer satisfaction and customer loyalty. It shows that air cargo carrier companies can accurately understand the requests and expectations of their customers and offer a best suitable transportation service and customer expectations regarding transportation service are met.