The Customer Service team has a very clear purpose – to prevent, solve problems and delight our customers. Therefore, although paying a lower fare, respondents still rated similar factors with a high importance rating, indicating that the importance of factors remains high whether flying low cost or in general, although expectations may be perceived to be lower when flying low cost.Amazon’s mission is to be Earth’s most customer-centric company, and our award-winning Customer Service team is a key part of that mission. However respondents commented on expectations of poorer service levels when flying low cost.
There are only slight differences in the order of importance of factors when flying in general compared to flying low cost, and the majority of factors were rated slightly lower when travelling low cost. As a result, it is found that the dominant perceived factors are based on the price and quality of the service. An analysis of previous researches and interviews based on past research/survey reports was made. It also discusses previous research into passenger satisfaction for airlines, and researches the factors that are considered to be important when flying low cost and compares them to flying in general.
It presents the nature, characteristics and growth influence of the low cost airline. The purpose of this study is to assess the important factors considered by passengers when flying with low cost airlines. There is limited research into passenger satisfaction on low cost airlines. However, in general, low cost airline consumers have lower expectations when paying a lower price. The emergence of low cost airlines over the past ten years has created further competition and reduced fares significantly in the airline industry. Keywords: SERVQUAL analysis, Low Cost Airline Business, Pegasus Airlines, Anadolujet Airlines As a scope of this study, we will evaluate the questionnaire of the relationship between service quality of Turkish low cost airline businesses and brand preference. In this study, a questionnaire was carried on in order to make clear the common preference of low-cost airline passengers in Ankara Esenboğa Airport. Therefore, the measurement of service quality, customer brand preference and assessing customer loyalty constitute the main objective of the study. The way to retain or gain customers depends on creating brand loyalty in low cost airline industry which is open to international competition. These airline companies operating in highly competitive environment are committed to providing quality service in order to meet customer expectations and preferred customer-centric work.
The new entrants to the market are trying to take some market share and existing firms are trying to increase their market share. The importance of the airline transportation sector in service sector is developing rapidly with each passing day.
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