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Air transportation plays an important role in transporting people and / or goods from one place to another, whether local or international. The airline industry, which has significant impacts on the economies of countries; contributes to the development of international trade, affects local and international tourism positively, and contributes to global productivity (Chen, Batchuluun and Batnasan, 2015: 219). According to estimates by the International Air Transport Association (IATA), people who prefer air transport spend about $ 650 billion in 2016. In addition, the value of commercial commodities transported by air is around 5.5 trillion dollars (IATA, 2017). At the same time, the airline industry is one of the fastest growing industries of the global economy. In the last two decades that we have left behind, this industry has grown at an annual average rate of 5%. This industry, which makes a significant contribution to the Gross Domestic Product of the countries, creates significant employment in all countries (Vespermann and Wald, 2011: 1066). The impact of the industry on the Gross Domestic Product is about $ 665 billion, and this industry employs a total of 62.7 million people worldwide (ATAG, 2016). Despite the current stagnation in the market and the crises experienced in the sector, it is estimated that this industry will continue to remain a global global industry with an annual average growth rate of 4.2% -5.1% (Vespermann and Wald, 2011: 1066).

i̇şletme araştırmaları dergisi

Hizmet Kalitesinin Müşteri Tatmini ve Ağızdan Ağıza İletişim Üzerindeki Etkisi: Havayolu Endüstrisinde Cinsiyet Temelli Bir Araştırma - The Effect of Service Quality on Customer Satisfaction and Word-of-Mouth Communication: A Gender Based Research in the Airline Industry