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Anadolu University · Applied Research Center for Civil Aviation

Building on expectation confirmation theory (ECT), this study examines the nexus between service quality and consumer repurchase intention in the airline industry, with a particular emphasis on the mediating role of customer citizenship behaviour (CCB). Utilising data from 260 respondents in the United Kingdom, the research employs partial least sq...

The aviation industry, and more specifically airport management and airport marketing, has continuously evolved and progressed from the past to the present. Contrary to what happened in the past, the importance of airport marketing, which has been kept in the background until today, has started to be better understood by managers every day. The fac...

Customer citizenship behavior (CCB) refers to actions that provide value to companies, such as offering feedback, being patient with disruptions, and assisting other customers. This is especially important in the airline industry, where services are provided collectively in a shared environment. Recognizing that the factors influencing CCB might di...

Competition in the airline transportation sector has significantly intensified following the deregulation act in the United States. To remain competitive, airline companies have begun implementing a range of strategies. One of the strategies commonly used by airlines is to improve service quality. Service quality has been very beneficial for airlin...

Competition in the airline transportation sector has significantly intensified following the deregulation act in the United States. To remain competitive, airline companies have begun implementing a range of strategies. One of the strategies commonly used by airlines is to improve service quality. Service quality has been very beneficial for airlin...

Airports have evolved into key business centers in the last four decades, serving a variety of business models in addition to providing transportation infrastructure. Additionally, service quality, which is critical for airports to maintain a competitive edge, is a major area of research in the aviation literature. This study aims to analyze the ex...

Purpose -The purpose of this study is to develop a genuine research model that examines the impact of smart technologies that domestic passengers interact with in their travel planning process on their re-purchase behavior. Design/methodology/approach–This research is a descriptive study and the relationalscreening method was used. Data collection...

As the prevalence of social media increases, it is considered as an important promotion outlet for the airline industry. The main motivation behind this paper is to identify the determinants of attitude towards social media advertising in the context of the Turkish airline industry. The model of advertising value lies in the theoretical foundation...

It is known that businesses are looking for different ways to reach customers, both technologically and through employees, in order to protect their existing customers as well as to gain new customers. However, today, due to the personable approaches of services, there is a need to create a bond between the business and the customer. In this contex...

Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers' satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, a...

Businesses today face great competition in their operations, making it necessary for them to adopt a “customer-oriented” approach. In this competitive environment, where customers are more valuable, enterprises accrue great advantages from an understanding of the characteristics of the target audience in all dimensions. This is where the importance...

Since the liberalization of the airline industry, the low-cost business model has been developed worldwide and a new business model of long-haul low-cost carriers (LHLCCs) has evolved. This chapter aims to investigate the LHLCC business model from a customer-oriented perspective in terms of service quality and perceived value. For this purpose, the...

Günümüzde araştırmacılar bilimsel alandaki çeşitli sorulara cevap bulabilmek için disiplinler arası alanlara ilgi duymaya başlamıştır. Bu kapsamda pazarlama ile nörobilimi bir araya getiren, nöropazarlama tekniklerinin, tüketicilerin gerçek duygularını ve düşüncelerini belirlemenin en etkin yollarından biri olduğu ifade edilmektedir. Bu çalışmada;...

Endüstri 4.0 olarak ifade edilen dördüncü sanayi devrimi, dünyanın geleceğini ve gidişatını derinden etkileyecek bir vizyon olarak kendini göstermiştir. Endüstri 4.0 uygulamaları henüz emekleme aşamasında olmasına rağmen, hayatın tüm alanında kendine yer bulmaya başlamış ve gelişimini hızla sürdürmektedir. Bu süreçte Endüstri 4.0’ın birçok endüstri...

Because of developments in information technology, distribution of products has started to be provided over the internet, and the airline industry has been affected too much by this situation. In this context, while the share of services offered by travel agencies has been gradually decreasing, the internet has started to be widely used by airline...

The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions-seat comfort, staff service, food and beverages, and in-flight entertainment-while value for money was used as a dichotomous variable. In...

Günümüzde havayolu taşımacılığı hızlı ve konforlu ulaşım hizmeti sunarak önemli bir büyüme trendi yakalamıştır. Havacılık sektörünün ekonomik olarak oldukça hassas bir yapıda olması havayolu işletmelerini rekabet avantajı elde edebilmek için hizmet kalitesini ön planda tutmaya zorlamaktadır. Bu çalışmada da hizmet kalitesinin her alanda olduğu gibi...

The purpose of this study is to present an innovative decision support system to control the propagation of negative messages in the direction of products and services to businesses that implement electronic word-of-mouth (eWOM) management within the context of electronic customer relationship management (eCRM). An innovative system will be propose...

With digital media becoming an important position in mass communication, information is shared and spread to those who use this media. Twitter in digital media is one of the most popular social media platforms that has come up with the combination of social network sites and blogs, with millions of members and the ability to share and spread inform...

Günümüzde yaşanan yoğun rekabet, teknolojik gelişim, yeni iş modellerinin oluşturulması diğer sektörlerde olduğu gibi havayolu sektöründe de kendini hissettirmektedir. Bu bağlamda her yıl milyarlarca yolcunun taşındığı havayolu taşımacılığında müşterilerin istek ve beklentilerini çözümlemek, müşterilerin demografik bilgilerini ve tercihlerini, hava...

Geomarketing, a new way of knowledge-based marketing, integrates geographic analysis, reasoning, and technology for the improvement of the business judgmental decision. Geomarketing can help you find out who your best customers are and apply geographic analysis techniques to discover where to find more of them. Solving almost any sales and marketin...

The rapid development in the internet technologies has initiated a great transformation process all over the world and companies have been forced to give importance to these technologies in order to provide faster and more efficient service. Airline companies, like all businesses, must also take care to develop and pursue e-services offered by the...

Havayolu sektöründe yaşanan serbestleşme, özelleşme ve küreselleşme gibi önemli yapısal değişimlere sebep olan hareketlerin havaalanı sektörüne yansıması özelleştirme ile birlikte gelen ticarileşme olmuştur. Havaalanlarının ticarileşmesi, havaalanı faaliyetlerine hem yönetim hem de pazarlama açısından bir paradigma kaymasını da beraberinde getirmiş...

Nowadays, along with the rapid developments in the field of social media technology, marketing plans and activities of companies have started to redefine accordingly. By means o f social media sites, co mpanies are now able to get in contact with different types of customers and by this means, they are able to determine their requests and needs, re...

One of airline marketing activities is to encourage new passengers to air travel. For this purpose, mass media plays an important role to inform customers about promotions, such as tariffs and price, comfort, and service convenience of airline companies. In this context, television ads cover a large part of airline marketing activities to have pass...

A widespread usage of mobile devices in our age creates a new marketing channel for the corporations to reach the consumers in an effective way. Being effective, personalized marketing tool, mobile marketing attracts the aviation sector, whose aim is to create an environment for the users so that they can require any product and service or pay and...

This paper investigates factors affecting purchase decisions of domestic airline passengers and their preference priorities. Airline business is substantially dynamic as a service based business. Continuous change in passenger expectations and the increasing number of economic recessions in the world economies are compelling airlines to foresee and...

The value concept seems to be one of the most recent and most popular trends. In recent years, customer value has become a major focus among strategy researchers and practitioners as an essential element of a firm’s competitive strategy. (Ravald and Grönroos, 1996) Customer value and customer benefit are key concepts in marketing as well as operati...

Delivering high-quality service to passengers is essential for airports survival. Service quality conditions influences an airports competitive advantage by profitability. To deliver better service to passengers, airports managers needed to understand passengers' need and expectations. Passenger expectations are a key performance indicator for the...

Purpose This paper aims to identify common complaints made by Turkish frequent flyers related to their program membership. Design/methodology/approach A questionnaire was administered via the internet for the research study reported here. The population consists of 15,000 passengers who are Elite members of the Frequent Flyer Program of Turkish Ai...