Customer Expectation, Satisfaction and Loyalty Relationship in Turkish Airline Industry

摘要: In recent years, the development rate of aviation industry in Turkey has ascended faster than worldaviation industry. The number airlines been increasing with supports Turkish government to vitalizethe sector. Therefore, for airline companies, understanding passenger expectations, satisfaction andloyalty relationship become very important because tough competition industry.The main objective this study is find therelationship among above mentioned variables Turkishairline As data collecting method study, 5-point Likert type self-report questionnaire includingdemographic was used. survey conducted June and July 2012 voluntary participationof passengers waiting both domestic international lines’ areas four airports. Thedata collected from 421 flight 400 passengers. To analyzethe data, structural equation modeling applied.The results showed that reliability facilities had a significant positive effecton customer satisfaction. Inaddition found be determinant loyalty. Based on thefindings, some suggestions management were made also limitations discussed.