Abstract:
The aim of our research is to find out how quality of service affects customer satisfaction in the Airline Industry. The case of Turkish Airlines. This is to aid us know what determinant factors influence customer satisfaction in this Airline. Is it online, airport or onboard services that are important to them and which of them meet their expectations? This is to enable us determine if the quality of service offered by Turkish Airlines equals customer satisfaction, if it is above expectation or below expectation and propose recommendations on how to ameliorate the quality of service offered to yield customer satisfaction. This will make customers stick to the airline and not switch to other airlines given today the Airline Industry has become a very competitive sector and any airline that wants to gain the loyalty of their customers has as obligation to offer outstanding services. This will lead to customer satisfaction prompting customers to encourage others by word of mouth to use the services of this Airline. In order to obtain the results we sought, we decided to use the quantitative method where questionnaires were formulated and distributed to passengers at the Turkish Airlines to fill.200 of the questionnaires were filled by the respondents. The data was collected, its reliability tested and the results were analyzed and interpreted using statistical analysis.
