Nuriye Gures’s scientific contributions

Many airlines have introduced Self-Service Technologies (SST) and encouraged their passengers to use these technologies more. Because of the increasing importance of SST, it has been searched by consideringY-Generation passengers who use the new technologies intensively. In this survey, questionnaries were applied to the participants both online and face to face in various airports in Turkey. According to the analysis results, it was revealed that Y-Generation passengers have given preference to SST usage and experienced SST heavily during the pre-flight services. In addition, it was found that functionality, enjoyment and speed level of SST are important factors effecting Y-Generations’ actual usage of SST.

With the start of the use of internet technologies in all areas of human life, customers have gravitated to perform many processes associated with customer products or services on companies' websites and this led to a change in the customer profile. Today's customers are not willing to just get the cheapest products or services through the website, but also demand the quality of service standard which can respond to different expectations. From this point forth, in order to respond to customers' requests and needs and to keep up with the competition, companies, started to use the internet technologies intensely. This situation is also true for the airline companies, providing services to these companies in the international airline industry; the existence of a quality website is of the utmost importance. So, an airline companies being able to understand the relationships among e-service quality, satisfaction and loyalty have become compulsory in order to maintain profitability. The purpose of this study is to demonstrate the interrelationships among e-service quality, passenger satisfaction and passenger loyalty in the airline industry. Within the scope of the research, a survey prepared by using 5 point Likert scale has been conducted. Surveys have been applied to 421 domestic and 400 international passengers in various airports in Turkey. For data analysis; Regression analysis was used. According to the survey results; it has been concluded that both the e-service quality affects the passenger satisfaction and the passenger satisfaction affects the loyalty of the passenger positively. In addition, the findings demonstrated that significant differences exist between the passenger satisfaction regarding their flight type. What is more, according to the findings; the airline managers have been made a number of suggestions.

Rapid development in Internet and Information Technologies on the world and Turkey affects the consumers directly and by using these technologies intensively, there has been high amount of changes in consumers’ demands. With the changed consumer profile, keeping up with the changed conditions has been a necessity for the airline companies as the other companies in many sectors which come under high competition. Therefore airline companies, by establishing their own web sites, try to use internet heavily in order to reach more consumers and benefit the whole advantages of internet. In this study, how much Turkish airline companies take place in internet and how actively they use their web sites have been searched. By considering some web site characteristics and marketing activities, web sites of the whole scheduled and non-shceduled Turkish airline companies (9 airline companies) registered to Directorate General of Civil Aviation (Turkish NationalAviation Authority) have been analyzed with content analysis method. At the end of the research, it has been found that 5 airline companies use their web sites in medium level, 4 of them use their web sites actively.