Customer Complaint Behaviors in Turkish Airline Industry

Year 2013, Volume: 17 Issue: 2, 129 - 148, 01.12.2013

Nuriye Güreş Seda Arslan Zeynep Kocagöz Bakar

Abstract

Of late years in Turkey, the number of passengers who prefers air transportation has been increasing expeditiously. In that case, understanding the wants, satisfaction levels and complaining behaviors of passengers has been obligatory for airline companies. Therefore in this study, Turkish passengers’ complaining behaviors and Turkish-oriented airlines’ service recovery efforts toward those complaints have been searched. The study results indicated that most of the passengers have experienced a service failure and complain. Turkish passengers mostly complain about physical evidence, employee behaviour, airline’s attitudes and make their complaints face to face to the airline employees. If they satisfy with the airlines’ service recovery efforts, they are willing to recommend the airline and fly again with the same airline. In addition, the education level of passengers has been found as an important variable effecting their complaint behavior and satisfaction level with the airlines’ service recovery efforts.

Keywords

Customer Complaints, Passenger, Airline Company

Türk Havacılık Sektöründe Müşteri Şikayet Davranışları

Abstract

Son yıllarda Türkiye’de, havayolu taşımacılığını tercih eden yolcuların sayısı hızlı bir şekilde artmaktadır. Bu durumda, yolcuların isteklerini, memnuniyet düzeylerini ve şikayet davranışlarını anlamak, havayolu işletmeleri için zorunlu olmaktadır. Bu nedenle bu çalışmada, Türk yolcuların şikayet davranışları ve Türk menşeli havayolu işletmelerinin bu şikayetlerin çözümüne yönelik çabaları araştırılmıştır. Çalışma sonuçları göstermiştir ki, yolcuların çoğunluğu bir hizmet hatasıyla karşılaşmış ve şikayette bulunmuştur. Türk yolcular çoğunlukla fiziksel unsurlar, çalışanların davranışları ve havayollarının şikayetlere yönelik tutumları konusunda şikayet etmekte ve havayolu çalışanlarına yüz yüze şikayette bulunmaktadır. Yolcular, eğer havayolu işletmesinin sorunun çözümüne yönelik çabalarından memnun kalırlarsa, aynı havayolu ile tekrar uçma ve bu havayolunu diğerlerine tavsiye etme konusunda istekli olmaktadır. Ayrıca, yolcuların eğitim düzeyi, yolcuların şikayet davranışını ve havayolu işletmesinin sorunun çözümüne yönelik çabalarından memnuniyetini etkileyen önemli bir değişken olarak bulunmuştur.

Keywords

Müşteri Şikayetleri, Yolcu, Havayolu İşletmesi

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