A Research on Measuring the Quality Perception of Inflight Services in a Low Cost Airline

Abstract

The purpose of this study is to try to measure the service quality perception of passengers who prefer a low-cost airline operation and to investigate the possible effects of demographic characteristics on the service quality perception. In the study, the data obtained by the survey method from 465 participants were tried to be interpreted by using the SPSS statistical package program. In the selection of the sample, sampling method was used convenient sampling procedure. The data obtained from the survey method were analyzed using SPSS statistical package program. Frequency analysis, factor analysis, independent bivariate t test, one-way ANOVA and correlation test results were tabulated and interpreted. According to the basic results of the research; physical qualities, reliability, responsiveness, reliability, and empathy components, which are dimensions of service quality, positively affect each other. Due to the linear pricing policy of the airline to be studied, it is difficult to conduct a general price-quality assessment. However, there is no significant difference between service quality perceptions of participants with different income levels. In addition, other demographic characteristics such as age and educational status do not change the perception of service quality.