The Relationship Between Service Quality, Customer Satisfaction and Repurchase: Evidence from A PLS-SEM Approach

Authors : Barış Armutcu

Pages : 160-174

Doi:10.54600/igdirsosbilder.1719544

View : 50 | Download : 89

Publication Date : 2025-10-15

Article Type : Research Paper

Abstract :In the aviation industry, it is increasingly important to identify areas that need to be focused on to increase customer satisfaction and repurchase intentions. This study seeks to understand the key antecedents that influence airline service quality and customer satisfaction. This study investigated the impact of service quality (SQ: brand credibility, ease of convenience, loyalty program, product uniqueness, reliability and dependability, promotion and service interaction) on consumer satisfaction and repurchase intention. Within the scope of the study, 336 consumers were surveyed and the collected data were analyzed using the PLS-SEM approach, Smart PLS4 and SPSS 26 programs. The findings show that all elements of SQ–brand credibility, ease of convenience, loyalty program, product uniqueness, reliability and dependability, promotion and service interaction have a significant and positive effect on customer satisfaction and repurchase intention. These findings provide a valuable foundation for businesses, marketers, policy makers and future researchers, while making important contributions to the existing limited literature in understanding airline passengers’ preferences.
Keywords : Müşteri memnuniyeti, Hizmet kalitesi, Satın alma niyeti, Havacılık sektörü, Yapısal eşitlik modeli

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