The Mediation Role of Passenger Overall Satisfaction in the Effect of Complaint Satisfaction on Repurchase Intention: An Empirical Study on Airline Passengers

Yıl 2025, Cilt: 16 Sayı: 1, 314 - 326, 29.01.2025

Ali Emre Sarılgan , Mustafa Fatih Yücel

Öz

This study, based on justice theory, aims to understand the effects of the sub-dimensions of complaint satisfaction on repurchase intention through the mediating role of passengers’ overall satisfaction. An empirical study was conducted using survey data gathered from 246 passengers who volunteered to participate in the study in İstanbul, utilizing structural equation modeling. As a result, complaint satisfaction related to adequacy and customer relations positively affects repurchase intention through the mediation of passengers’ overall satisfaction. Complaint satisfaction related to adequacy and passenger relations also directly affects passengers’ overall satisfaction positively. Additionally, passengers’ overall satisfaction positively influences repurchase intention. Developing communication skills, courtesy, and empathy among employees is crucial for enhancing the tolerance levels of passengers who have experienced service failures. This study aims to contribute to the literature by examining the mediating role of passengers’ overall satisfaction in the relationship between complaint satisfaction and repurchase intention among airline passengers who have previously faced service failures.

Anahtar Kelimeler

Passenger Overall Satisfaction, Repurchase Intention, Complaint Satisfaction

Hizmet Telafisinden Duyulan Memnuniyetin Yeniden Satın Alma Niyetine Etkisinde Yolcu Tatmininin Aracılık Rolü: Havayolu Yolcuları Özelinde Bir Araştırma

Öz

Adalet teorisine dayanan bu çalışma, hizmet telafisi memnuniyetinin alt boyutlarının, genel yolcu tatmininin aracılık rolüyle yeniden satın alma niyeti üzerindeki etkilerini anlamayı amaçlamaktadır. İstanbul'da yapılan bu ampirik çalışma, araştırmaya katılmayı gönüllü olarak kabul eden 246 yolcudan toplanan anket verileri üzerinde, yapısal eşitlik modellemesi kullanılarak gerçekleştirilmiştir. Sonuç olarak, genel yolcu tatmini, hizmet telafisinin yeterliliği ve yolcu ilişkilerinden duyulan memnuniyetin yeniden satın alma niyeti üzerindeki etkisinde aracılık rolünü oynamaktadır. Hizmet telafisinin yeterliliği ve yolcu ilişkilerinden duyulan memnuniyet, genel yolcu tatminini olumlu bir şekilde etkilemektedir. Ayrıca, genel yolcu tatmininin yeniden satın alma niyeti üzerinde olumlu bir etkisi vardır. Çalışanlar için iletişim becerilerini, nezaketi ve empatiyi geliştirmek, hizmet aksaklıkları yaşayan yolcuların hoşgörü seviyelerini artırmak açısından çok önemli bir konudur. Bu çalışma, daha önce hizmet başarısızlığı yaşayan havayolu yolcularının hizmet telafisi memnuniyetlerinin yeniden satın alma niyetine etkisinde genel yolcu tatmininin aracılık rolünü inceleyerek literatüre katkıda bulunmayı amaçlamaktadır.

Anahtar Kelimeler

Genel Yolcu Tatmini, Yeniden Satın Alma Niyeti, Hizmet Telafisi

Kaynakça

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