Customer relationship management in civil aviation in Turkey: The example of Turkish ground services inc.

The reasons for the existence of enterprises Customers who purchase continued to operate as long as they will provide businesses a competitive advantage . Along with globalization and liberalization of markets is quite different alternatives are available for customers . Customer, it will be selective while choosing among alternatives . Businesses in the electoral process, ensuring customer satisfaction and loyalty will exhibit in the creation of various alternative approaches. Under current conditions of competition in terms of businesses is their ability to stand. Based on this basic necessity is prepared thesis consists of two parts. In the first section, the concept of customer, customer relations and customer relations Measurement methods are described in detail . In the second part was introduced to the air transport industry and civil industry providing services in the TGS ground Services, Inc.'s Customer Satisfaction and customer understanding has tried to explain created within the framework of policies developed recommendations in this regard.