Özet:

This study is conducted to define how customers of eight airline companies evaluate the service quality, and pay importance to which dimensions of service quality. In the study, the measurement of five dimensions in SERVPERF /SERVQUAL scale is made by questionnaire. By using questionnaire data, perceived and expected service quality is evaluated comparatively with gap analysis. According to questionnaire results, it is remarkable that perceived service quality is greater than expected service quality, although it is not statistically significant. Responsiveness, which is one of the SERVPERF /SERVQUAL scale dimensions, is perceived lower than expected, and perceived service quality of other dimensions are measured higher than expected values. Besides, passenger’s dimensions of perceived service quality is investigated and evaluated by statistical tests for demographic differences.

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