Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers’ satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, an integrated Fuzzy Analytical Hierarchy Process (F-AHP) and Fuzzy Measurement Alternatives and Ranking according to Compromise Solution (F-MARCOS) approach was proposed to handle the uncertain and imprecise nature of e-service evaluation. In the first stage, e-service quality criteria were prioritized using the F-AHP method. Then, a real-world case study was carried out on scheduled airlines to demonstrate the applicability of the proposed approach using the F-MARCOS method, utilizing a total sample of 395 airline passengers in Turkey. As a result, the top three e-service criteria were found as reliability, understandability and security. A three-stage sensitivity analysis was also conducted to examine the credibility and stability of the results. This study is the first study to integrate F-AHP and F-MARCOS methods for the first time in literature.

PurposeThis paper aims to identify common complaints made by Turkish frequent flyers related to their program membership.Design/methodology/approachA questionnaire was administered via the internet for the research study reported here. The population consists of 15,000 passengers who are Elite members of the Frequent Flyer Program of Turkish Airlines (THY). For sampling purposes, 2,000 members were randomly selected from the Elite membership in February 2003. Following the survey, 608 usable questionnaires were included in the analysis stage, which represented a response rate of 30.4 per cent.FindingsIn the context of this study of the Elite members of the Miles&Miles program of THY, the common complaints of members fall into five categories. The main concerns are related to the availability of free tickets and upgrades of the flight class, the behaviour of personnel, card ownership issues (e.g. high number of miles needed to retain membership), level and type of priority services offered within the program and the lack of alliances with other airlines.Research limitations/implicationsThe research is limited by the sample – THY is the only airline that provides a frequent flyer program in Turkey. Nevertheless, the findings provide a fresh perspective on the opinions of Turkish frequent flyers about the quality of their particular program.Originality/valueAlthough customer complaints have become increasingly common in many industries, research on this aspect of marketing is not extensive. In particular, studies about the specific complaints of frequent flyers concerning their respective program are limited. This paper will be of interest to executives in Turkey, airline companies with operations in Turkey and researchers interested in international management and marketing practices generally.

Enhancing customer loyalty has become a popular topic for managers, consultants, and academics. The arguments in support of loyalty are simple to understand. Loyal customers are reported to have higher customer retention rates, commit a higher share of their category spending to the firm, and are more likely to recommend others to become customers of the firm. (Reichheld, Sasser, 1990;Zeithaml, 2000, "Keiningham, et al. 2007 Traditionally, marketing activities have focused on success in the product marketplace by examining the physical aspects of products and services such as quantity, quality, functionality, availability, accessibility, delivery, price and customer support. More recently, marketing managers have shifted their emphasis to creating value for their customers (Clutterbuck, Goldsmith, 1998;McAlexander et al., 2002, Mascarenhas, et al. 2006. So there are very limited researches for customer value affect customer loyalty? Is customer value affecting customer loyalty? This research focused determine the effects of customer value, which is perceived by domestic line passengers based on the services offered by the airline company preferred, on the level of loyalty towards airline companies.This study was carried out based on descriptive research model. Multiple regression analysis was employed in the study so that the extent to which the level of passenger satisfaction about each of the services offered by airline companies influences the level of passenger loyalty to airline companies can be determined. Also, logistic regression analysis was conducted to determine the services playing a role in meeting passenger expectations by airline companies.

The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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ÖzetGünümüzde havayolu taşımacılığı hızlı ve konforlu ulaşım hizmeti sunarak önemli bir büyüme trendi yakalamıştır. Havacılık sektörünün ekonomik olarak oldukça hassas bir yapıda olması havayolu işletmelerini rekabet avantajı elde edebilmek için hizmet kalitesini ön planda tutmaya zorlamaktadır. Bu çalışmada da hizmet kalitesinin her alanda olduğu gibi havayolu taşımacılığında oldukça önemli bir unsur olmasından hareketle 2016 yılında en fazla yolcu taşıyan 11 havayolu işletmesinin hizmet kalitesi değerlendirilmiştir. Çalışma kapsamında kullanılan veriler ikincil veriler olup Skytrax web sitesinden elde edilmiştir. Bu kapsamda havaalanı hizmetleri, lounge hizmetleri, uçak içi hizmetler ve kabin ekibine ilişkin unsurlara ilişkin yolcu görüşleri değerlendirme kriteri olarak ele alınmıştır. Öncelikle Entropi yöntemi ile kriter ağırlıkları elde edilmiş, ardından ARAS yöntemi ile havayolu işletmelerinin hizmet kalitesine göre değerlendirilerek sıralanmıştır. Çalışma sonucunda en iyi hizmet kalitesi performansını ANA (All Nippon Airways) havayolunun gösterdiği görülmüştür.Anahtar Kelimeler: Çok Kriterli Karar Verme, Entropi, ARAS, Havayolu İşletmeleri. AbstractNowadays, air transport has achieved a significant growth trend by offering fast and convenient transportation service. The fact that the aviation industry is an economically sensitive structure forces airline companies to prioritize the quality of service in order to gain competitive advantage. In this study, the service quality of 11 airline companies carrying the highest number of passengers in 2016 was evaluated considering that service quality is a very important factor in air transport as it is in all areas. The data used in the study are secondary data and obtained from the Skytrax DOI: 10.20491/isarder.2018.410 M. Bakır -Ö. Atalık 10/1 (2018) GirişGünümüzde özellikle serbestleşme ve ticarileşme süreciyle birlikte havayolu sektörü oldukça önemli bir gelişim sürecine girmiştir. Nitekim Boeing (2016) verilerine göre dünya ekonomisinde yıllık %2,9'lik bir büyüme tahminine karşın hava taşımacılığına yönelik yolcu talebinde ise %4 oranında bir büyüme tahmin edilmektedir (Boeing, 2016). Yolcu talebinde beklenen artış oranının ekonomik büyümede beklenen artış oranında fazla olması havayolu taşımacılığının artan önemini ve gelişimini açıklama yönünde oldukça önemlidir.Başlangıçta havayolu taşımacılığı oldukça pahalı bir ulaşım modu olarak görülürken günümüzde çeşitli düzenlemeler ve teknolojik gelişmeler neticesinde fiyatlarda düşme ve talepte artış görülmeye başlanmıştır. Talepte yaşanan artış, rekabeti de beraberinde getirmiş ve fiyatın rekabet aracı olması yetersiz ve bir o kadar da tehlikeli görülmesi nedeniyle işletmeler reklamlar, müşteri hizmetleri ve hizmet kalitesini rekabet etmek ve farklılaşmak amacıyla kullanmaya başlamışlardır (Wensveen, 2007: 176; Çırpın ve Kurt, 2016: 84).Hizmet kalitesi günümüzde diğer sektörlerde olduğu gibi havayolu sektöründe de oldukça önemli bir göstergedir. Hizmet kalitesi bir hizmetin üstünlüğü veya mükemmelliği hakkı...

This paper investigates factors affecting purchase decisions of domestic airline passengers and their preference priorities. Airline business is substantially dynamic as a service based business. Continuous change in passenger expectations and the increasing number of economic recessions in the world economies are compelling airlines to foresee and to design new services according to the priorities of passengers. In this study, the method uses factor analysis to describe factors affecting purchase decisions and subsequently Analytic Hierarchy Process defines the priorities among the rivals depending on the findings of first part. Output of the model provides us to specify the factors that affect priorities from the passengers' perspective. Hereby model can help to enhance items according to priorities. The hybrid approach is performed on a sample of 387 domestic passengers in Turkey through online questionnaires. On the other hand findings of the study depend on culture and should be adjusted for other cases.

Delivering high-quality service to passengers is essential for airports survival. Service quality conditions influences an airports competitive advantage by profitability. To deliver better service to passengers, airports managers needed to understand passengers' need and expectations. Passenger expectations are a key performance indicator for the operation of an airport. Passengers evaluated airports different factors: getting to the terminal; leaving the airport; check-in process; baggage claim, security check, gate areas, concessions, and immigration/customs control etc.The objectives of this study understanding importance of customer expectations and level of satisfaction perceived by customers concerning the capabilities, facilities and services of airport. Primary data were collected from passengers departing Ataturk airport in Istanbul which is the biggest airport in Turkey