Determination of the Factors That Affect Customer Satisfaction in Airline and Passenger Transportation: Istanbul Airports Example

In our country traveling by airline until recently was considered a luxury journey. Traveling by air until ten or fifteen years ago was considered a luxury journey. Today it has become a travel tool used by almost all our citizens. 26 number of active airport in Turkey has been to reached 55 increased more than doubled in last 15 years. Thus, while the number of domestic passengers in 2002 was 8.7 million domestic passengers, it reached 109 million in 2017. In the last 15 years the number of domestic passengers has increased by approximately 21 percent annually. In this study, dimensions of perceived service quality at passenger transport by air in turkey were investigated. In passengers traveling on domestic and international flights in turkey of the quality of the services they perceived from the quality of the services provide of national airline companies has been tried to determined customer satisfaction and reflections on customer repurchase behavior. A questionnaire form was prepared to determine the mentioned quality perception and customer satisfaction. The survey was conducted on 406 passengers traveling from airports in Ankara and Istanbul