IDEAS home Printed from https://ideas.repec.org/a/mig/tbjrnl/v1y2023i1p19-33.html
   My bibliography  Save this article

An Investigation of the Effect of in-Plane Atmospheric Elements on Customer Satisfaction and the Effect of Customer Satisfaction on Behavioral Intention

Author

Listed:
  • Hale Bütün Bayram

    (Kocaeli University, Turkey)

  • Ümit Aydın

    (Bingol University, Turkey)

  • Gülcan Güzel

    (Aydın University, Turkey)

  • Hilmi Sezgin

    (Aydın University, Turkey)

  • Elvan Karagöz Demir

    (Aydın University, Turkey)

  • Doğa Kırmızılaroğlu

    (Aydın University, Turkey)

Abstract

The purpose of this study is to investigate the effects of in-flight atmospheric elements on customer satisfaction, and behavioral intentions on customer satisfaction. In this respect an online questionnaire was implemented with the participation of 436 participants who have previous travel experience with an airline in Turkey. It was revealed that the in-plane atmospheric elements have a positive effect on customer satisfaction; the spatial layout and employee factor, and vehicle aesthetics have a positive effect on customer satisfaction, while the dimensions of ambience and the view from the window affected customer satisfaction negatively. Moreover, it was found out that customer satisfaction has a positive effect on the behavioral intention dimensions of revisit intention, recommendation intention, and willingness to pay more. According to these results, it was concluded that many factors in the plane affect the customer's preference to use the company again.

Suggested Citation

  • Hale Bütün Bayram & Ümit Aydın & Gülcan Güzel & Hilmi Sezgin & Elvan Karagöz Demir & Doğa Kırmızılaroğlu, 2023. "An Investigation of the Effect of in-Plane Atmospheric Elements on Customer Satisfaction and the Effect of Customer Satisfaction on Behavioral Intention," Transnational Business and Management, Transnational Press London, UK, vol. 1(1), pages 19-33, June.
    • Handle: RePEc:mig:tbjrnl:v:1:y:2023:i:1:p:19-33
    DOI: https://doi.org/10.33182/tbm.v1i1.3040
    as

    Download full text from publisher

    File URL: https://journals.tplondon.com/tbm/article/view/3040/2268
    Download Restriction: no
    File URL: https://libkey.io/https://doi.org/10.33182/tbm.v1i1.3040?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mig:tbjrnl:v:1:y:2023:i:1:p:19-33. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: TPLondon (email available below). General contact details of provider: https://www.tplondon.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.