EXAMINATION OF CUSTOMER LOYALTY IN CIVIL AVIATION ACCORDING TO THE DEMOGRAPHIC CHARACTERISTICS OF PASSENGERS

Abstract

Today's increasingly competitive environment is valid for civil airline companies as well as for many sectors. Therefore, it is unavoidable for civil airline companies to know their target audience closely and develop appropriate strategies for them in order to have loyal customers. Within the scope of this study, which aims to examine the behavioral and attitudinal dimensions of customer loyalty in civil aviation according to the demographic variables, an online questionnaire was applied to 207 passengers who had domestic and international flights with civil airline companies. As a result of the analysis made on the data obtained, it was determined that there was a difference in the behavioral and attitudinal dimensions of customer loyalty according to gender, age, education level, profession, and reasons of traveling with the airline company. In addition, while the behavioral dimension of customer loyalty differs according to the income level of the participants, it was determined that there was no difference in the attitudinal dimension of customer loyalty.