Analysis of customer satisfaction and service quality perceptions in the aviation industry in Turkey during the COVID-19 pandemic process

Increasing population and urbanization in the world, changing consumption behaviors, people's passion for traveling, time savings in transportation and the change in quality understanding have increased the importance of air transportation in transportation. In air transport, the service starts after the passenger receives information about the flight schedule and continues after passenger leaves the airport. Airline demand is affected by many factors such as ticket prices, income level of passengers, customer loyalty, passenger preferences and epidemics in the world. While Covid-19, an epidemic disease that emerged in Wuhan, China, affected all countries, it also adversely affected air transportation. In this study, customer satisfaction and service quality perceptions in the aviation industry in Turkey are analyzed during the Covid-19 Pandemic process. In this direction, data were collected through an online survey study from 206 participants selected by convenience sampling. The data were analyzed by the SPSS 24.0 Program. Basic statistical analysis and parametric difference tests were used in data analysis. In this direction, the dimensions of Satisfaction with the Airport Service Quality, Satisfaction with the Measures Taken at the Airport in the Covid-19 Global Pandemic Process, Satisfaction with the Measures Taken by the Airline Company in the Covid 19 Global Pandemic Process, Satisfaction with the Airline Company Service Quality, and Overview of Airline Travel in the Covid-19 Global Pandemic Process were evaluated in the context of the study, and statistically significant differences were determined in some of these dimensions according to demographic characteristics and some other characteristics. It is thought that the findings may contribute to the airline transportation sector, which is having a hard time especially during the Covid-19 Pandemic process.