Abstract
The Effect of Perceived Service Quality, Customer Satisfaction and Repeat Purchase Behavior in Domestic Airlines
The purpose of this study is to find out the dimensions of passengers’ perceived service quality in domestic routes of Turkey and to put forth the effect of airlines perceived service quality to customer satisfaction and repeat purchasing behavior of passengers. For this purpose, a survey conducted over 311 passengers who were using different airlines in Izmir Adnan Menderes airport. As the result of the study, five dimensions of perceived airline service quality were found. Also, there was significant effect of perceived airline service quality on customer satisfaction and repeat purchasing behavior of customers were found.
Keywords
Airline, Service Quality, Customer Satisfaction, Repeat Purchasing Behaviour, Turkiye.
