Evaluation of Airline Passangers' Perceptions of In-Cabin Services: Turkish Airlines Example

Abstract

Airline industry is facing an intense competition as the number of companies, fleet sizes and the network of flight destinations increase with each passing day. In order to maintain or increase market share, the quality of service is an important component of competitiveness. In this study, passengers’ evaluation of in-cabin services, which have significant impact on their purchase decisions, were analyzed. The study sample consisted of 501 passengers who travelled with THY (Turkish Airlines). The data were gathered from an online questionnaire hosted by Skytrax, an England based consultancy and brand positioning firm. Regression, correlation and variance (ANOVA) tests were used to analyze data. Findings indicate that American, European and Asia- Pacific passengers’ evaluation showed significant differences with regard to either incabin service dimensions or price-value perceptions.