THE EFFECT OF AIRLINE BAGGAGE SERVICE INSURANCE ON CUSTOMER LOYALTY AND SATISFACTION: (IGA EXAMPLE)

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Uluslararası Afro-Avrasya Araştırmaları Dergisi
Volume:10 Issue:19
THE EFFECT OF AIRLINE BAGGAGE SERVICE INSURANCE ON CUSTOMER LOYALTY AND SATISFACTION: (IGA EXAMPLE)

THE EFFECT OF AIRLINE BAGGAGE SERVICE INSURANCE ON CUSTOMER LOYALTY AND SATISFACTION: (IGA EXAMPLE)

Authors : Şeyda Karakuş, Ali Özbek

Pages : 62-80

View : 47 | Download : 26

Publication Date : 2025-01-31

Article Type : Research Paper

Abstract :The aviation industry is one of the most expanding and growing sectors. The quality of service offered is closely related to customer loyalty and satisfaction. This work; was planned to reveal the effect of baggage service insurance, which has an important share in the aviation sector economy, on customer loyalty and satisfaction. Data was collected by survey method from 385 passengers who flew at Istanbul Grand Airport and had baggage service insurance, and various analyses were carried out in the SPSS 21.0 statistical program. As a result of the study, a significant relationship was found between the baggage service insurance provided by airline companies to customers on customer loyalty and customer satisfaction, and it was also determined that customer loyalty and satisfaction positively affected airline baggage service insurance. It is thought that the study will be useful for airline companies in terms of improving their activities and creating new strategies.
Keywords : Müşteri Bağlılığı, Müşteri Memnuniyeti, Hava Yolu İşletmeleri, Hizmet

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