The effects of frequent flyer programs in the airline industry on customer loyalty: A study in Istanbul

It is extremely critical for companies to have strong ties with their customers. Because this commitment also determines where the companies will be in the competition in the market. Customer loyalty is one of the most serious targets of companies. The sense of loyalty that customers have determines the managerial and financial success levels of companies. Customer loyalty programs are one of the most important leverage of companies in customer loyalty. These programs can be seen as a new roadmap for the development of relationships between companies and customers. The civil aviation sector also attracts attention as one of the sectors where customer loyalty programs are used extensively. Frequent flyer programs, which are an important tool in this industry, are used as a tool for the sustainable commercial relationship between airlines and passengers. The purpose of this thesis is to focus on the importance of frequent flyer programs of airline companies on the basis of customer loyalty. As an example of this, frequent flyer programs in the civil aviation sector have been selected. In the fourth part of the study, the subject has been investigated in detail. In the research, this study was carried out with the airline passengers in order to reveal the effect of the importance level of the awards / services offered under the frequent flyer program on the level of customer loyalty. According to the results of the research, the ticket fee-reward balance in the frequent flyer programs is an important factor for the participants. At this point, it is observed that the income level of the participants guides the effect of frequent flyer programs on customer loyalty. At the same time, the number of flights of the participants was determined as the determinant of the process. Participants establish a balance of vi perception between customer loyalty and frequent flyer program, together with the income they earn and their number of flights.