Variability of Competitive Factors in Air Transportation and Improving Customer Satisfaction with Service Innovation: A New "Mile + Time Score" Application

Abstract

As in all the world, airlines transportation in our country is increasing every day. Rapid transport, reasonable price and high quality service is the reason for this increase. Both local and foreign airline companies have accelerated their activities as a result of this rapid growth in air transportation sector. Over the time, these enterprises reached a level to go head to head with each other about the quality, price, transport network and they have begun to use similar applications as element of competition. The aim of this study is; to determinate the factors that influence to the customer’s preferences about airline companies and to be a source for enterprises to increase customer satisfaction. For this reason, in addition to “bonus miles” application which is used of almost all airline companies, example of “miles+time score” application was made and evaluated the impact of eliminating in terms of customer victimization. As a result of the survey applied to 444 people; it is also identified that the impact of the “miles + time” application at the preferences of customers as well as positive and negative factors affecting the enterprises of preferences.