{"id":6370,"date":"2025-07-27T00:48:39","date_gmt":"2025-07-26T21:48:39","guid":{"rendered":"https:\/\/www.berjournal.com\/?p=6370"},"modified":"2025-07-28T02:07:01","modified_gmt":"2025-07-27T23:07:01","slug":"the-effect-of-aviation-industrys-service-quality-on-passenger-satisfaction-and-wom-communication-during-the-covid-19-pandemic","status":"publish","type":"post","link":"https:\/\/www.berjournal.com\/tr\/the-effect-of-aviation-industrys-service-quality-on-passenger-satisfaction-and-wom-communication-during-the-covid-19-pandemic","title":{"rendered":"The Effect of Aviation Industry\u2019s Service Quality on Passenger Satisfaction and WOM Communication during the COVID-19 Pandemic"},"content":{"rendered":"

<\/p>\n\n\n\n\n
Makale Bilgileri<\/td>\n<\/tr>\n
\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
Dergi:<\/td>\nBusiness and Economics Research Journal<\/td>\n<\/tr>\n
Makalenin Ba\u015fl\u0131\u011f\u0131:<\/td>\nThe Effect of Aviation Industry\u2019s Service Quality on Passenger Satisfaction and WOM Communication during the COVID-19 Pandemic<\/td>\n<\/tr>\n
Yazar(lar):<\/td>\nS\u0131la Avgan, Erkan \u00d6zdemir<\/td>\n<\/tr>\n
Cilt:<\/td>\n16<\/td>\n<\/tr>\n
Say\u0131:<\/td>\n3<\/td>\n<\/tr>\n
Y\u0131l:<\/td>\n2025<\/td>\n<\/tr>\n
Sayfa:<\/td>\n315-338<\/td>\n<\/tr>\n
ISSN:<\/td>\n2619-9491<\/td>\n<\/tr>\n
DOI Numaras\u0131:<\/td>\n10.20409\/berj.2025.470<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n
\u00d6z<\/td>\n<\/tr>\n
This study aims to reveal the factors affecting airline passengers’ perceptions of airline and airport service quality during the COVID-19 pandemic and their impact on passenger satisfaction and word-of-mouth communication. The research data was collected throughout T\u00fcrkiye and analysed using PLS-SEM. As a result, it was found that passengers’ perceptions of service quality of airline physical elements, airline and airport general elements, and airport physical elements had a significant and positive effect on their perceptions of airline and airport general service quality during the COVID-19 pandemic. In addition, significant and positive effects of airline general service quality and airport general service quality perceptions on passenger satisfaction and word-of-mouth communication were also found. It was found that the dimension with the highest impact on passenger satisfaction is the perception of airline general service quality. Similarly, airline general service quality perception has a higher effect on word-of-mouth communication than airport general service quality perception. In addition to contributing to the theoretical literature, the research also has important results regarding service marketing strategies that airport and airline businesses can follow during pandemic periods.<\/td>\n<\/tr>\n
\n
\n\n\n\n\n
Anahtar Kelimeler:<\/td>\nAirline Passenger Transportation, Service Quality, Passenger Satisfaction, Word of Mouth Communication, COVID-19 Pandemic<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n
\n
\n\n\n\n
JEL S\u0131n\u0131fland\u0131rmas\u0131:<\/td>\nM10, M31, L93, L84<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\r\n \r\n
\r\n \"https:\/\/www.berjournal.com\/tr\/wp-content\/uploads\/icons\/pdf.gif\"\r\n <\/td>\r\n \r\n \r\nTam Metin\r\n<\/b> ( \u2193<\/span> 3172)<\/a> <\/td>\r\n <\/tr>\r\n<\/table>Tam Metin\r\n<\/b> ( \u2193<\/span> 3172)<\/a> <\/td>\r\n <\/tr>\r\n<\/table><\/p>\n
<\/div>\n

<\/path><\/svg><\/i> \"Loading\"<\/p>\n

<\/div>","protected":false},"excerpt":{"rendered":"

Makale Bilgileri Dergi: Business and Economics Research Journal Makalenin Ba\u015fl\u0131\u011f\u0131: The Effect of Aviation Industry\u2019s Service Quality on Passenger Satisfaction and WOM Communication during the COVID-19 Pandemic Yazar(lar): S\u0131la Avgan, Erkan \u00d6zdemir Cilt: 16 Say\u0131: 3 Y\u0131l: 2025 Sayfa: 315-338 ISSN: 2619-9491 DOI Numaras\u0131: 10.20409\/berj.2025.470 \u00d6z This study aims to reveal the factors affecting airline […]<\/p>\n

<\/div>\n

<\/path><\/svg><\/i> \"Loading\"<\/p>\n

<\/div>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,1,7],"tags":[],"class_list":["post-6370","post","type-post","status-publish","format-standard","hentry","category-makale","category-manuscript","category-manuscript2"],"a3_pvc":{"activated":true,"total_views":256,"today_views":0},"_links":{"self":[{"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/posts\/6370","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/comments?post=6370"}],"version-history":[{"count":0,"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/posts\/6370\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/media?parent=6370"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/categories?post=6370"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.berjournal.com\/tr\/wp-json\/wp\/v2\/tags?post=6370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}