A Research on Factors That Have Effect on Satisfaction and Preferences of Customers With Regard To Airline Transport within Domestic Flights in Turkey

Abstract

It is essential to understand the factors that influence service purchasing preferences of customers, as well as degree of these factors in determining customer satisfaction, in order to help companies operating in airline transport to have presence in the market, or to increase their market share. For this purpose, customers were given survey forms consisting of two parts and the factors that have effect on preferences of customers were researched in the case of Sabiha Gökçen Airport. Following researches, factors which have effect on customers’ preferences and satisfaction were identified. These factors are reliability and quality service, expertise and flexibility, advantage and suitability, safety and quality, comfort and diversity respectively.