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Ticari Havayolu Taşımacılığı Yolcu Pazarında Sık Uçanlar Programlarının Müşteri Sadakatine Etkisi

Year 2023, , 1 - 25, 31.12.2023
https://doi.org/10.52736/ubeyad.1372811

Abstract

Modern pazarlama anlayışının bir gereği olarak işletmeler pazarlama faaliyetlerine tüketici bakış açısıyla yaklaşmak durumundadırlar. Ürün üretme anlayışından tüketiciye değer katma anlayışına doğru hızla evrilmiş olan pazarlama dünyasına havayolu işletmeleri de uyum sağlamak zorundadır. Havayolu yolcu pazarında uzun dönemli kârlılığı ve pazar payını artırmayı hedefleyen ve müşterileri belirli bir havayolu ile seyahat etmeye yönlendiren programlar “sık uçanlar programı” olarak adlandırılmaktadır. Sık seyahat eden yolculara ücretsiz bilet, konaklama, araç kiralama gibi çeşitli promosyon hakları sunan programın hedef yolcu kitlesine ve ihtiyaçlarına uygun şekilde tasarlanması ve uygulanması oldukça önemlidir. Araştırmanın amacı Türkiye iç hat ticari havayolu yolcu taşımacılığı pazarında uygulanan sık uçanlar programının müşteri sadakatine etkisini araştırmaktır. 2023 yılında çevrimiçi anket yoluyla geçerli 401 katılımcıdan elde edilen veriler, Yapısal Eşitlik Modellemesi yoluyla analiz edilmiştir. Analiz sonuçlarına göre, sık uçanlar programı yararlarının müşteri sadakatinde istatistiksel olarak olumlu etkisi bulunmaktadır. Bunun yanında havayolu işletmeleri sundukları sık uçanlar programlarının etkinliğini gözden geçirmeli ve ödülü, müşterilerin daha kolay elde edebilecekleri ve kullanabilecekleri şekilde sunmalıdırlar.

Ethical Statement

Muğla Sıtkı Koçman Üniversitesi Ekit Kurul Başkanlığından Etik izin alınmıştır.

References

  • Atalık, Ö. (2005). Impact of The Reward Program Elements on Airlines Customers: Case of Turkish Airlines. Elektronik Sosyal Bilimler Dergisi, 4(14), 17-33.
  • Belobaba, P. (1987). Air Travel Demand and Airline Seat Inventory Management (Doctoral dissertation, Massachusetts Institute of Technology).
  • Campbell, B. & Ellis, D. V. (2012). The Importance Of Choice Attributes and The Positions of the Airlines Within The South African Domestic Passenger Airline Industry as Perceived By Passengers At Durban International Airport. Southern African Business Review, 16(2), 97–119.
  • Carlsson, F., & Löfgren, Å. (2006). Airline choice, switching costs and frequent flyer programmes. Applied Economics, 38(13), 1469-1475.
  • Chen, C. M., & Liu, H. M. (2017). Exploring the impact of airlines service quality on customer loyalty: Evidence from Taiwan. International Journal of Business and Management, 12(5), 36-50.
  • Chin, A. T. (2002). Impact of frequent flyer programs on the demand for air travel. Journal of Air Transportation, 7(2), 53-86.
  • Climis, R. (2016). Factors Affecting Customer Retention In The Airline Industry. Journal of Management and Business Administration, 24(4), 49–69.
  • Curry, N., & Gao, Y. (2012). Low-cost airlines—A new customer relationship? An analysis of service quality, service satisfaction, and customer loyalty in a low-cost setting. Services Marketing Quarterly, 33(2), 104-118.
  • Çati, K. & Koçoğlu, C. M. (2008). Müşteri Sadakati İle Müşteri Tatmini Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma. Selcuk University Social Sciences Institute Journal, 19.
  • Çetiner, E. M., Güneş, M. F., & Peker, A. E. (2019). Havayolu Şirketlerinde Yan Gelir: Havayolu Yöneticilerinin ve Yolcu Tercihlerinin Karşılaştırılması. Ekonomi İşletme ve Maliye Araştırmaları Dergisi, 1(2), 135-155.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2012). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL uygulamaları. Pegem Akademi: Ankara.
  • De Jager, J. W., Van Zyl, D., & Toriola, A. L. (2012). Airline service quality in South Africa and Italy. Journal of Air Transport Management, 25, 19-21.
  • Doganis, R. (2002). Flying Off The Course (Third Edition.). London ve New York: Routledge.
  • Dolnicar, S., Grabler, K., Grün, B. & Kulnig, A. (2011). Key Drivers Of Airline Loyalty. Tourism Management, 32(5), 1020–1026. doi:10.1016/j.tourman. 2010.08.014
  • Duffy, D. L. (1998). Customer loyalty strategies. Journal of consumer marketing, 15(5), 435-448.
  • Gilbert, D. C. (1996). Relationship Marketing and Airline Loyalty Schemes. Tourism Management, 17(8), 575-582.
  • Gilbert, D. & Wong, R. K. C. (2003). Passenger Expectations And Airline Services: A Hong Kong Based Study. Tourism Management, 24(5), 519–532. doi:10.1016/S0261-5177(03)00002-5
  • Gökgöz, H. (2021). Rekabet Stratejileri Kapsamında Havayolu İşletmelerinin Uyguladıkları Yolcu Sadakat Programlarının İncelenmesi . Kalite ve Strateji Yönetimi Dergisi , 1 (1) , 1-20.
  • Gravetter, F. J., Wallnau, L. B. & Forzano, L.-A. B. (2020). Essentials of Statistics for the Behavioral Sciences. Cengage Learning.
  • Gürbüz, S. (2019). AMOS ile Yapısal Eşitlik Modellemesi. Seçkin Yayıncılık: Ankara
  • Hair, J. F., Black, W. C. & Babin, B. J. (2014). Multivariate Data Analysis (7th Ed.). Pearson Education: Harlow, UK.
  • Hanlon, P. (2007). Global Airlines (3. Edition.). Oxford: Elsevier Ltd.
  • Hess, S., Adler, T., & Polak, J. W. (2007). Modelling airport and airline choice behaviour with the use of stated preference survey data. Transportation Research Part E: Logistics and Transportation Review, 43(3), 221-233.
  • Hoszman, A., Marciszewska, E., & Zagrajek, P. (2019).Frequent Flyer Programs – Overview of Existing Models. Transport and Communications, 1, 26-29.
  • Klophaus, R. (2005). Frequent Flyer Programs for European Low-cost Airlines: Prospects, Risks and Implementation Guidelines. Journal of Air Transport Management, 11(5), 348-353.
  • Kotler, P. (2000). Pazarlama Yönetimi. (N. Muallimoğlu, Çev.) Beta Yayın No; 1035. İşletme-Ekonomi Dizisi; 112. İstanbul: Beta Basım Yayım Dağıtım.
  • Leick, R. (2007). Building Airline Passenger Loyalty Through An Understanding of Customer Value: A Relationship Segmentation of Airline Passengers.
  • Long, M. M., McMellon, C., Clark, S. D., & Schiffman, L. G. (2006). Building Relationships with Business and Leisure Flyers, Services Marketing Quarterly, 28:1, 1-17, DOI: 10.1300/J396v28n01_01
  • Lu, J.-L. & Tsai, L.-N. (2004). Modeling The Effect Of Enlarged Seating Room On Passenger Preferences Of Domestic Airlines In Taiwan. Journal of Air Transportation, 9(2), 83–97.
  • Lubbe, B., Douglas, A., & Mclachlan, P. (2016). Airline Loyalty of Frequent Flyers: a Survey of Members and Non-Members of Loyalty Programmes. African Journal of Hospitality, Tourism and Leisure, 5(1), 1-14.
  • Lubbe, B., Douglas, A., Wieme, L., & Fabris-Rotelli, I. (2013). Frequent-flier programs as a determinant in the selection of preferred airlines by corporations. Transportation Journal, 52(3), 344-364.
  • Madak, S. S., & Salepçioğlu, M. A. (2020). Türk Sivil Havacılık Sektöründe Yolcu Memnuniyeti ve Sadakat İlişkisi: Türk Havayolları Örnek Çalışması. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 19(37), 569-592.
  • Mak, B. & Go, F. (1995). Matching Global Competition: Cooperation Among Asian Airlines. Tourism Management, 16(1), 61–65.
  • McCaughey, N. C., & Behrens, C. (2011). Paying for Status?: The Effect of Frequent Flier Program Member Status on Air Fare Choice. Monash Univ., Department of Economics. Issn 1441-5429 Discussion paper 04/11.
  • McMullan, R. (2005). A Multiple‐Item Scale For Measuring Customer Loyalty Development. Journal of Services Marketing, 19(7), 470–481.
  • Mehta, R., Rice, S., Deaton, J., & Winter, S. R. (2019). Creating a prediction model of passenger preference between low cost and legacy airlines. Transportation Research Interdisciplinary Perspectives, 3, 100075.
  • Middleton, V. T. C. & Clarke, J. (2001). Marketing In Travel and Tourism (3rd ed.). Oxford; Boston: Butterworth-Heinemann.
  • Min, H., & Min, H. (2015). Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking: an International journal, 22(5), 734-751.
  • Nadiri, H., Hussain, K., Ekiz, E. H., & Erdogan, S. (2008). An investigation on the factors influencing passengers' loyalty in the north cyprus national airline. TQM Journal, 20(3), 265-280. doi:https://doi.org/10.1108/17542730810867272
  • Newman, J. W. & Richard A. W. (1973). "Multivariate Analysis of Brand Loyalty for Major Household Appliances," Journal of Marketing Research, 10.
  • Nyffenegger, B., Malaer, L., & Krohmer, H. (2010). Performance implications of emotional versus cognitive brand relationship quality: An empirical study of frequent fliers in the Airline industry. Marketing Theory and Applications, 65.
  • Odabaşı, Y. (2006). Perakendecilikte Müşteri İlişkileri ve Yönetimi (1. Baskı.). Eskişehir: Anadolu Üniversitesi Açıköğretim Fakültesi Yayınları.
  • Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63, pp. 33-44
  • Park, J.-W., Robertson, R. & Wu, C.-L. (2009). Differences In Air Passengers’ Buying Behaviour: Findings From Korean And Australian International Passengers. Transportation Planning and Technology, 32(5), 441–460
  • Proussaloglou, K., & Koppelman, F. S. (1999). The choice of air carrier, flight, and fare class. Journal of Air Transport Management, 5(4), 193-201.
  • Sandada, M., & Matibiri, B. (2016). An investigation into the impact of service quality, frequent flier programs and safety perception on satisfaction and customer loyalty in the airline industry in Southern Africa. South East European Journal of Economics and Business,11(1), 41.
  • Shaw, S. (2007). Airline Marketing And Management (6. Edition.). Aldershot (England); Burlington (Vermont): Ashgate.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International journal of hospitality management, 18(4), 345-370.
  • Stephenson, F. J., & Fox, R. J. (1987). Corporate Attitudes Toward Frequent-Flier Programs. Transportation Journal 27(1), 10–22. http://www.jstor.org/stable/20712935.
  • Stephenson, F. J., & Fox, R. J. (1992). Corporate Strategies for Frequent-Flier Programs. Transportation Journal, 32(1), 38–50. http://www.jstor.org/stable/20713146
  • Suzuki, Y. (2000). The Relationship Between On-Time Performance and Airline Market Share: A New Approach. Transportation Research Part E: Logistics and Transportation Review, 36(2), 139–154.
  • Tabachnick, B.G., & Fidell, L.S. (2001). Using multivariate statistics. New York: Allyn & Bacon Inc.
  • Toh, R. S., & Hu, M. Y. (1988). Frequent-Flier Programs: Passenger Attributes and Attitudes. Transportation Journal, 28(2), 11–22.
  • Tomova, A. & Ramajova, L. (2014). Frequent Flyer Programs and Low-Cost Airlines: Ongoing Hybridization?. Procedia - Social and Behavioral Sciences, 110, p.787-795.
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism management, 23(2), 107-115.
  • Tuzovic, S. (2010). Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums. Journal of Services Marketing, 24(6).
  • Uzun, A. M. (2019). Deregülasyon ve Ekonomik Etkileri: ABD ve Türkiye Havayolu Taşımacılığı Deneyimi Üzerine Bir İnceleme. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 10(19), 474-489.
  • Yang, C. W. (2010). Integrating Fuzzy Integral With Multinominal Logit Model To Evaluate The Effects Of Service Quality On Traveling Airline Choice. Information Technology Journal, 9(7), 1449–1457.
  • Yaşlıoğlu, M. M. (2017). Sosyal Bilimlerde Faktör Analizi ve Geçerlilik: Keşfedici ve Doğrulayıcı Faktör Analizlerinin Kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi. 46 (Özel Sayı). 74-85.
  • Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. the Journal of Marketing, 31–46.
Year 2023, , 1 - 25, 31.12.2023
https://doi.org/10.52736/ubeyad.1372811

Abstract

References

  • Atalık, Ö. (2005). Impact of The Reward Program Elements on Airlines Customers: Case of Turkish Airlines. Elektronik Sosyal Bilimler Dergisi, 4(14), 17-33.
  • Belobaba, P. (1987). Air Travel Demand and Airline Seat Inventory Management (Doctoral dissertation, Massachusetts Institute of Technology).
  • Campbell, B. & Ellis, D. V. (2012). The Importance Of Choice Attributes and The Positions of the Airlines Within The South African Domestic Passenger Airline Industry as Perceived By Passengers At Durban International Airport. Southern African Business Review, 16(2), 97–119.
  • Carlsson, F., & Löfgren, Å. (2006). Airline choice, switching costs and frequent flyer programmes. Applied Economics, 38(13), 1469-1475.
  • Chen, C. M., & Liu, H. M. (2017). Exploring the impact of airlines service quality on customer loyalty: Evidence from Taiwan. International Journal of Business and Management, 12(5), 36-50.
  • Chin, A. T. (2002). Impact of frequent flyer programs on the demand for air travel. Journal of Air Transportation, 7(2), 53-86.
  • Climis, R. (2016). Factors Affecting Customer Retention In The Airline Industry. Journal of Management and Business Administration, 24(4), 49–69.
  • Curry, N., & Gao, Y. (2012). Low-cost airlines—A new customer relationship? An analysis of service quality, service satisfaction, and customer loyalty in a low-cost setting. Services Marketing Quarterly, 33(2), 104-118.
  • Çati, K. & Koçoğlu, C. M. (2008). Müşteri Sadakati İle Müşteri Tatmini Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma. Selcuk University Social Sciences Institute Journal, 19.
  • Çetiner, E. M., Güneş, M. F., & Peker, A. E. (2019). Havayolu Şirketlerinde Yan Gelir: Havayolu Yöneticilerinin ve Yolcu Tercihlerinin Karşılaştırılması. Ekonomi İşletme ve Maliye Araştırmaları Dergisi, 1(2), 135-155.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2012). Sosyal Bilimler İçin Çok Değişkenli İstatistik: SPSS ve LISREL uygulamaları. Pegem Akademi: Ankara.
  • De Jager, J. W., Van Zyl, D., & Toriola, A. L. (2012). Airline service quality in South Africa and Italy. Journal of Air Transport Management, 25, 19-21.
  • Doganis, R. (2002). Flying Off The Course (Third Edition.). London ve New York: Routledge.
  • Dolnicar, S., Grabler, K., Grün, B. & Kulnig, A. (2011). Key Drivers Of Airline Loyalty. Tourism Management, 32(5), 1020–1026. doi:10.1016/j.tourman. 2010.08.014
  • Duffy, D. L. (1998). Customer loyalty strategies. Journal of consumer marketing, 15(5), 435-448.
  • Gilbert, D. C. (1996). Relationship Marketing and Airline Loyalty Schemes. Tourism Management, 17(8), 575-582.
  • Gilbert, D. & Wong, R. K. C. (2003). Passenger Expectations And Airline Services: A Hong Kong Based Study. Tourism Management, 24(5), 519–532. doi:10.1016/S0261-5177(03)00002-5
  • Gökgöz, H. (2021). Rekabet Stratejileri Kapsamında Havayolu İşletmelerinin Uyguladıkları Yolcu Sadakat Programlarının İncelenmesi . Kalite ve Strateji Yönetimi Dergisi , 1 (1) , 1-20.
  • Gravetter, F. J., Wallnau, L. B. & Forzano, L.-A. B. (2020). Essentials of Statistics for the Behavioral Sciences. Cengage Learning.
  • Gürbüz, S. (2019). AMOS ile Yapısal Eşitlik Modellemesi. Seçkin Yayıncılık: Ankara
  • Hair, J. F., Black, W. C. & Babin, B. J. (2014). Multivariate Data Analysis (7th Ed.). Pearson Education: Harlow, UK.
  • Hanlon, P. (2007). Global Airlines (3. Edition.). Oxford: Elsevier Ltd.
  • Hess, S., Adler, T., & Polak, J. W. (2007). Modelling airport and airline choice behaviour with the use of stated preference survey data. Transportation Research Part E: Logistics and Transportation Review, 43(3), 221-233.
  • Hoszman, A., Marciszewska, E., & Zagrajek, P. (2019).Frequent Flyer Programs – Overview of Existing Models. Transport and Communications, 1, 26-29.
  • Klophaus, R. (2005). Frequent Flyer Programs for European Low-cost Airlines: Prospects, Risks and Implementation Guidelines. Journal of Air Transport Management, 11(5), 348-353.
  • Kotler, P. (2000). Pazarlama Yönetimi. (N. Muallimoğlu, Çev.) Beta Yayın No; 1035. İşletme-Ekonomi Dizisi; 112. İstanbul: Beta Basım Yayım Dağıtım.
  • Leick, R. (2007). Building Airline Passenger Loyalty Through An Understanding of Customer Value: A Relationship Segmentation of Airline Passengers.
  • Long, M. M., McMellon, C., Clark, S. D., & Schiffman, L. G. (2006). Building Relationships with Business and Leisure Flyers, Services Marketing Quarterly, 28:1, 1-17, DOI: 10.1300/J396v28n01_01
  • Lu, J.-L. & Tsai, L.-N. (2004). Modeling The Effect Of Enlarged Seating Room On Passenger Preferences Of Domestic Airlines In Taiwan. Journal of Air Transportation, 9(2), 83–97.
  • Lubbe, B., Douglas, A., & Mclachlan, P. (2016). Airline Loyalty of Frequent Flyers: a Survey of Members and Non-Members of Loyalty Programmes. African Journal of Hospitality, Tourism and Leisure, 5(1), 1-14.
  • Lubbe, B., Douglas, A., Wieme, L., & Fabris-Rotelli, I. (2013). Frequent-flier programs as a determinant in the selection of preferred airlines by corporations. Transportation Journal, 52(3), 344-364.
  • Madak, S. S., & Salepçioğlu, M. A. (2020). Türk Sivil Havacılık Sektöründe Yolcu Memnuniyeti ve Sadakat İlişkisi: Türk Havayolları Örnek Çalışması. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 19(37), 569-592.
  • Mak, B. & Go, F. (1995). Matching Global Competition: Cooperation Among Asian Airlines. Tourism Management, 16(1), 61–65.
  • McCaughey, N. C., & Behrens, C. (2011). Paying for Status?: The Effect of Frequent Flier Program Member Status on Air Fare Choice. Monash Univ., Department of Economics. Issn 1441-5429 Discussion paper 04/11.
  • McMullan, R. (2005). A Multiple‐Item Scale For Measuring Customer Loyalty Development. Journal of Services Marketing, 19(7), 470–481.
  • Mehta, R., Rice, S., Deaton, J., & Winter, S. R. (2019). Creating a prediction model of passenger preference between low cost and legacy airlines. Transportation Research Interdisciplinary Perspectives, 3, 100075.
  • Middleton, V. T. C. & Clarke, J. (2001). Marketing In Travel and Tourism (3rd ed.). Oxford; Boston: Butterworth-Heinemann.
  • Min, H., & Min, H. (2015). Benchmarking the service quality of airlines in the United States: An exploratory analysis. Benchmarking: an International journal, 22(5), 734-751.
  • Nadiri, H., Hussain, K., Ekiz, E. H., & Erdogan, S. (2008). An investigation on the factors influencing passengers' loyalty in the north cyprus national airline. TQM Journal, 20(3), 265-280. doi:https://doi.org/10.1108/17542730810867272
  • Newman, J. W. & Richard A. W. (1973). "Multivariate Analysis of Brand Loyalty for Major Household Appliances," Journal of Marketing Research, 10.
  • Nyffenegger, B., Malaer, L., & Krohmer, H. (2010). Performance implications of emotional versus cognitive brand relationship quality: An empirical study of frequent fliers in the Airline industry. Marketing Theory and Applications, 65.
  • Odabaşı, Y. (2006). Perakendecilikte Müşteri İlişkileri ve Yönetimi (1. Baskı.). Eskişehir: Anadolu Üniversitesi Açıköğretim Fakültesi Yayınları.
  • Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol. 63, pp. 33-44
  • Park, J.-W., Robertson, R. & Wu, C.-L. (2009). Differences In Air Passengers’ Buying Behaviour: Findings From Korean And Australian International Passengers. Transportation Planning and Technology, 32(5), 441–460
  • Proussaloglou, K., & Koppelman, F. S. (1999). The choice of air carrier, flight, and fare class. Journal of Air Transport Management, 5(4), 193-201.
  • Sandada, M., & Matibiri, B. (2016). An investigation into the impact of service quality, frequent flier programs and safety perception on satisfaction and customer loyalty in the airline industry in Southern Africa. South East European Journal of Economics and Business,11(1), 41.
  • Shaw, S. (2007). Airline Marketing And Management (6. Edition.). Aldershot (England); Burlington (Vermont): Ashgate.
  • Shoemaker, S., & Lewis, R. C. (1999). Customer loyalty: the future of hospitality marketing. International journal of hospitality management, 18(4), 345-370.
  • Stephenson, F. J., & Fox, R. J. (1987). Corporate Attitudes Toward Frequent-Flier Programs. Transportation Journal 27(1), 10–22. http://www.jstor.org/stable/20712935.
  • Stephenson, F. J., & Fox, R. J. (1992). Corporate Strategies for Frequent-Flier Programs. Transportation Journal, 32(1), 38–50. http://www.jstor.org/stable/20713146
  • Suzuki, Y. (2000). The Relationship Between On-Time Performance and Airline Market Share: A New Approach. Transportation Research Part E: Logistics and Transportation Review, 36(2), 139–154.
  • Tabachnick, B.G., & Fidell, L.S. (2001). Using multivariate statistics. New York: Allyn & Bacon Inc.
  • Toh, R. S., & Hu, M. Y. (1988). Frequent-Flier Programs: Passenger Attributes and Attitudes. Transportation Journal, 28(2), 11–22.
  • Tomova, A. & Ramajova, L. (2014). Frequent Flyer Programs and Low-Cost Airlines: Ongoing Hybridization?. Procedia - Social and Behavioral Sciences, 110, p.787-795.
  • Tsaur, S. H., Chang, T. Y., & Yen, C. H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism management, 23(2), 107-115.
  • Tuzovic, S. (2010). Frequent (flier) frustration and the dark side of word‐of‐web: exploring online dysfunctional behavior in online feedback forums. Journal of Services Marketing, 24(6).
  • Uzun, A. M. (2019). Deregülasyon ve Ekonomik Etkileri: ABD ve Türkiye Havayolu Taşımacılığı Deneyimi Üzerine Bir İnceleme. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 10(19), 474-489.
  • Yang, C. W. (2010). Integrating Fuzzy Integral With Multinominal Logit Model To Evaluate The Effects Of Service Quality On Traveling Airline Choice. Information Technology Journal, 9(7), 1449–1457.
  • Yaşlıoğlu, M. M. (2017). Sosyal Bilimlerde Faktör Analizi ve Geçerlilik: Keşfedici ve Doğrulayıcı Faktör Analizlerinin Kullanılması. İstanbul Üniversitesi İşletme Fakültesi Dergisi. 46 (Özel Sayı). 74-85.
  • Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. the Journal of Marketing, 31–46.
There are 60 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Articles
Authors

Ali Yıldız 0000-0001-7670-5320

Early Pub Date October 27, 2023
Publication Date December 31, 2023
Published in Issue Year 2023

Cite

APA Yıldız, A. (2023). Ticari Havayolu Taşımacılığı Yolcu Pazarında Sık Uçanlar Programlarının Müşteri Sadakatine Etkisi. Uluslararası Bankacılık Ekonomi Ve Yönetim Araştırmaları Dergisi, 6(2), 1-25. https://doi.org/10.52736/ubeyad.1372811