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Passenger satisfaction, fairness perception, Turkish airports
The purpose of this study is to find the relationship between personal and flight characteristics of European passengers satisfaction and fairness perceptions about Turkish airports. The hypotheses were tested on a sample of 559 European passengers in Turkish Airports. Respondents voluntarily participated to the survey. Self reported questionnaire forms were filled in by the passengers waiting in the international area of the airports in a face to face interview manner. To analyze the collected data, independent sample of t-test and one-way analysis of variance (ANOVA) were used. Study results indicated that the less flying passengers are more satisfied about Turkish airports than the more flying passengers. Also, passengers travelling for tourism purpose have the highest fairness perception about the services delivered in Turkish airports. But, the services of Turkish airports are perceived relatively less fair by the passengers travelling for health purposes. The most fairly perceiving passengers are of middle income level.
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