Measuring the pre-flight, in-flight and post-flight service quality of airlines : A research at domestic flights

In general, quality is defined as the degree of the compatibility of the goods and services provided to the customers? needs and desires. Today, it nearly becomes impossible to be successful for the enterprises which can not be able to meet the customers? wants and needs. Nowadays, the pre-conditions for the sustainability of airlines in the competitive market are to increase service quality and to correctly analyse the changing passengers?needs and expectations.The Turkish domestic market, which was held by Turkish Airlines solely till the latest 2003, is developed via deregulating the market for the private airlines. The decrease in the ticket price due to the increase in the competition caused an incredible passenger demand growth. There are several services provided for the passengers when they arrive at the airport. Those services are provided either by the airlines or the suppliers of the airlines or the government. Those services can be classified as the services pre-flight, in-flight and post-flight. The purpose of this study is to measure of pre-flight, in-flight and post-flight service quality of airlines. This study is supposed to be a guide for the airlines that aim to increase their service quality.Key Words: Quality, Service Quality, Airline Service Process