A research to determine the relationship between passengersatisfaction level and passenger loyalty in civil aviation

With the impact of globalization and technological changes, the civilian foot of airline transportation has become an important sector in both passenger and cargo transportation. Civil aviation is now a highly competitive sector, and in terms of airlines that must maintain their sustainability and profitability in this sector, passengers are now a customer. Airline companies, which aim to increase their customers' satisfaction levels and to maintain their continuity by creating loyal customers with this means, by ensuring that airline companies are preferred in the following flights, apply many marketing strategies for these purposes. In this study, it was aimed to determine the relationship between customer satisfaction and customer loyalty of individuals who take part in the capacity of passengers and receive airline services in the civil aviation sector. For this purpose, the survey method collected data on the determination of customer satisfaction levels and customer loyalty levels of passengers who purchase products and services from civil airline companies. The main conclusion reached within the scope of the data analyzed by SPSS 22.0 program is that there is a significant and positive relationship between passenger satisfaction level and passenger loyalty in civil aviation. Keywords: Customer Satisfaction, Customer Loyalty, Civil Aviation