Customer satisfaction towards firms and strategic business partners

The purpose of this thesis is to investigate how to measure consumer satisfaction. Therefore consumer, consumer satisfaction and service quality have been studied. In the application section, I aimed to measure passenger satisfaction at İstanbul Sabiha Gökçen International Airport. As one of the measurement models for service quality, the Servqual Method was taken as basis for the survey questions prepared in order to indicate the relationship between the expectations of passengers from the airport services and the actual services.