Service quality of airline transportation example of Esenboga Airport

With the development of the civil aviation sector and people's interest in airlines in national-international circulation, consumer expectations for service quality have also increased. Civil aviation is a large industry consisting of many components. Airport service quality, one of the most important elements of service quality in civil aviation, is effective on all other components. When the literature is examined, studies on air travel service quality are generally carried out on the axis of airline companies. However, although the service quality provided at the airports at the starting and ending points of the flights is one of the main determinants of the general service quality perception, this issue needs to be sufficiently emphasized. This study aims to examine the service quality in air transport. It was determined that none of the dimensions of the perception of service quality showed a statistically significant difference according to the education level of the participants. However, the service innovation scale showed a statistically significant difference according to the education level of the participants. In addition, it was determined that only the empathy dimension of service quality and service innovation perception showed a statistically significant difference according to the age groups of the participants. On the other hand, it was determined that the service innovation scale showed a statistically significant difference according to the age of the participants. In addition, it has been observed that participants who fly five or more times a year have a higher level of service innovation perception than participants who fly relatively less frequently. Finally, it is seen that the service quality perception levels of the participants for full-service airline companies are higher than the service quality perception levels for low-cost airline companies.