The effect of website service quality on customer satisfaction in low cost airline companies: A research

In today's business world where the competition between businesses is intense, enterprises are required to keep up with the technology in all sectors with the rapid development of information technologies and communication. With the widespread use of the internet and the use of the internet as a trading tool, the concept of electronic commerce has developed rapidly and has an important role in direct communication with the customer. Electronic commerce is used in many sectors with different content. Airline sector is one of the most used technology among these sectors. With the introduction of electronic ticket concept in the airline industry, the use of websites has become inevitable. In addition to providing travel planning and ticketing, airline websites offer a variety of services such as selling additional services and offering non-travel by-products, as well as providing a new dimension of communication with customers and agents. At the same time, the services offered on the website reduce the distribution costs, providing the customer with instant information and research opportunities provide a positive effect. As in all sectors, it is also possible to provide customer satisfaction in airline management and to provide quality service to current and potential customers. Customer satisfaction ensures that existing customers become permanent and accelerates the acquisition of new customers through positive feedback to their physical and virtual environment. Airline websites are the direct communication channels with customers, hence the quality of services here has a very important impact on customer satisfaction. The main objective of this study is to analyze the service quality of the websites of the low cost airlines operating in our country and to evaluate the effect of this on customer satisfaction. For this reason, a survey is applied by using servqual and webqual scales in order to analyze the satisfaction level of the service users using the websites of low cost airlines. As a result of the application, it is tried to determine the effect of website service quality on customer satisfaction in low cost airline companies.