The effect of process management on service quality: An implementation in airline transportation

Today, business is not just something that can be designed or seen from everything. There is growing growth for a future of increased production and safety for other vehicles. If the airline companies can keep their services they offer at a high and necessary level, pre-planning is done. The primary purpose of this thesis is to investigate service quality in the aviation industry and examine the relationship between customer expectation and satisfaction level and service quality and business processes. It seems that measuring and determining service quality is more complicated than determining product quality; When the literature review is done, it is seen that there are many studies and methods for measuring service quality. Servqual scale is also among these methods and is one of the most frequently used methods. Data were collected electronically from 440 customers by snowballing through a questionnaire prepared in line with the Servqual scale. The survey data were compiled with Microsoft Excel and IBM SPSS 21 package programs, and the hypotheses established for the research were statistically tested with structural equation modeling and the results were interpreted.