The Effect of Service Quality, Airline Image, Customer Satisfaction and Service Value on Passengers’ Behavioral Intentions: The Case of Turkey

Abstract

This research study was designed as a replication and extension of Park et al. (2004) in the contemporary context of Turkey. Following a Delphi study conducted with individuals holding managerial positions in the Turkish civil aviation sector to check and extend external validity of the survey items developed by Park et al., additions were made to the survey. Data was collected via this survey online from 420 participants. Regression analyses confirmed that service quality, airline image and customer satisfaction had a significant effect on passengers’ behavioral intentions. However, service value was not found out to be a significant predictor of passengers’ behavioral intentions.