HAVAYOLU HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNDEKİ ETKİSİNİN YAPISAL EŞİTLİK MODELİ İLE ANALİZİ
THE APPLICATION OF STRUCTURAL EQUATION MODELING ON THE ANALYSIS OF AIRLINE SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION

Summary/Abstract: In this study, the relationship among airline service quality, perceived value, brand image and customer satisfaction variables was investigated. For this purpose it was collected survey data from 746 individuals who purchased airline services in Gaziantep. The obtained data were analysed by the structural equation modelling. As a result of the analysis, it has been found that the quality of airline service significantly affects customer satisfaction, brand image and perceived value positively. It has been determined that perceived value and brand image significantly affect customer satisfaction positively. In addition, airline service quality, customer satisfaction, brand image and perceived value differ significantly in favour of the public sector when compared to public sector.

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