The impact of airline service quality on passenger satisfaction, loyalty and repeat purchasing behavior

Today, the aviation sector has become the most preferred transportation due to the services it offers. The similarity between the features, prices and technologies of the services offered is important for airline companies. In this context, meeting the changing expectations of customers and creating a loyal customer base makes it difficult. Airline operators' understanding of this changing market and responding to diverse customer expectations will only result in customer satisfaction depending on the service quality they will provide. In this study, it has been tried to examine the customer loyalty that will be created by the customer satisfaction that airline companies will provide in the effect of the service quality they provide to their customers, and the effects this will have on repeat purchasing behaviors. In the research, survey was conducted with 400 passengers who have traveled from Adıyaman city airport in the last 2 years by air transportation. Especially in recent years, the change in the purchasing decision of the consumer, the expectations for the service quality have changed, the market structure has changed, and as a result, the necessity of understanding and satisfying the demands and needs of the consumer has emerged. In this context, knowing what the factors affecting the purchasing behavior of the consumer and the effect of the perceived service quality on the choice of airline business, analyzing the dimensions of the perceived service quality and the dimensions of the factors affecting the purchasing behavior will enable businesses to gain competitive advantage. The perceived service quality of airline companies, increasing passenger satisfaction, creating customer loyalty and showing repeat purchasing behaviors were analyzed. Keywords; Airline Company, Perceived Service Quality, Customer Satisfaction, Customer Loyalty, Repurchase Intention