The Impact of Airline Passengers’ Customer Experiences on Their Repeat Choice Intentions

The Impact of Airline Passengers’ Customer Experiences on Their Repeat Choice Intentions | Research Square window.SnipcartSettings = { analytics: { enabled: false } }; (function() { var accessVector = localStorage.getItem('access_vector') || ''; window.dataLayer = window.dataLayer || []; if (accessVector) { window.dataLayer.push({ user: { profile: { profileInfo: { snid: accessVector } } } }); } })(); (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start':new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0],j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src='https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f);})(window,document,'script','dataLayer','GTM-K279D39R'); Browse Preprints In Review Journals COVID-19 Preprints AJE Video Bytes Research Tools Research Promotion AJE Professional Editing AJE Rubriq About Preprint Platform In Review Editorial Policies Our Team Advisory Board Help Center Sign In Submit a Preprint Cite Share Download PDF Research Article The Impact of Airline Passengers’ Customer Experiences on Their Repeat Choice Intentions Berrin ERGİN This is a preprint; it has not been peer reviewed by a journal. https://doi.org/ 10.21203/rs.3.rs-8843339/v1 This work is licensed under a CC BY 4.0 License Status: Posted Version 1 posted You are reading this latest preprint version Abstract The purpose of this study is to examine the impact of airline passengers’ customer experience on their intention to re-select the same airline. The study focuses on arriving and departing passengers on domestic and international routes at Istanbul Airport, a major hub in the Turkish air transport system. Because the total number of arriving and departing passengers between May and August 2025 could not be precisely determined, convenience sampling was employed and face-to-face surveys were administered to 570 passengers at a 95% confidence level. The Customer Experience Scale (7 items, one dimension) and an Intention to Prefer Again Scale (3 items) were used to measure the main constructs. Data were analysed using SPSS 22 and AMOS 22, including confirmatory factor analysis, reliability analysis, mean comparisons (t-test and one-way ANOVA), and path analysis. The findings indicate that passengers generally have positive experiences with their preferred airline and display a high intention to re-select it. Customer experience and re-selection intention differ significantly by gender, age, education level, and travel frequency. Path analysis shows that customer experience has a strong positive effect on repeat choice intention. These results highlight the importance of passenger experience management for airlines and airport operators and suggest that improving experiential attributes of air transport services can support passenger retention and strengthen the competitiveness of Istanbul Airport as an international hub. Customer experience repeat choice intention passenger behaviour Istanbul Airport air transport Figures Figure 1 Figure 2 Figure 3 1. Intoduction Throughout history, individuals have travelled for sociocultural, economic, political and geographical reasons, and the motives for travel have varied across regions, countries and time periods. People travel to discover new destinations, gain different experiences, rest, have fun, pursue education, engage in cultural activities, benefit from health facilities and relax (Bayar, 2022: 7–8). Transport, therefore, is a critical sector that people rely on in their daily lives. In the global transport network, comprising road, sea, rail and air modes, millions of passengers travel for hours or even days every day. Air transport, as a high value-added service, has been growing and improving rapidly in Türkiye (Acem and Sünbül-Acem, 2025 : 790). The International Air Transport Association’s 2024 report indicated that total full-year traffic increased by 10.4% in 2024 compared with 2023, exceeding pre-pandemic (2019) levels by 3.8%. Total capacity, measured in available seat kilometres, rose by 8.7%, and the total load factor reached 83.5%, a record high. International traffic grew by 13.6%, while domestic traffic increased by 5.7% (International Air Transport Association, 2025 ). In Europe, Eurocontrol (2024) forecasts that traffic will reach 11.1 million flights in 2025, representing a 3.7% increase, and exceed 12 million flights by 2030 (Supporting European Aviation, 2024 ). Türkiye ranked sixth in Europe in terms of traffic volume, with an average of 3,140 flights per day, corresponding to a 4% increase over the previous year and 12% above 2019 levels. Turkish Airlines is the third-busiest airline in Europe, with an average of 1,435 flights per day, while Istanbul Airport ranks first among the ten busiest European airports, with an average of 1,401 flights per day (Directorate General of Civil Aviation Annual Report, 2024: 26). As of July 2023, 12 airline companies operate in Türkiye; the number of Turkish-registered civil aviation aircraft increased to 638 in 2023, with a total passenger capacity of 111,054 seats (Abay and Öztürk, 2024 : 2). In an increasingly global and competitive environment, marketing strategies and market dominance have become central concerns for airlines. Carriers have engaged in intense competition and developed various strategies to survive and grow (Buyrukoğlu et al., 2024 : 244). One of the most critical strategies is to create and manage customer experience. Experience has become a key factor for both individuals and companies: passengers prefer service providers that offer higher-quality experiences, while companies seek to enhance experience to improve profitability, reduce promotional costs and increase firm value (Baykal and Çınar, 2023 : 66). A fundamental element of customer experience is the sense of trust created by the company, which underpins feelings of loyalty and commitment. The presence of trust between the target market and the company is a key determinant of the intention to choose the same company again (Karayel-Bilbil and Orha-Hazar, 2024 : 347). In this context, airlines that adapt to contemporary customer profiles increasingly view customer experience as a major determinant of success and of the long-term passenger–company relationship (Buyrukoğlu et al., 2024 : 244). From a transport policy perspective, passenger experience is no longer a purely marketing issue; it is also linked to network competitiveness, hub performance and the long-term sustainability of air transport systems. For hub airports such as Istanbul, which handle high volumes of international and domestic traffic, the ability of airlines and airport operators to deliver consistent, high-quality experiences can influence route choices, airline–airport partnerships and the attractiveness of the hub in regional and global networks. Understanding how different passenger groups perceive their travel experience and how these perceptions shape repeat choice intentions is therefore critical for airlines, airport managers and regulators seeking to design effective service and quality strategies. Numerous studies have examined customer experience, satisfaction and repeat preference intentions in tourism and service industries; however, empirical work focusing specifically on airline passengers’ holistic travel experiences and their repeat choice intentions within the context of a rapidly growing hub such as Istanbul Airport remains limited. Existing airline studies often focus on service quality or satisfaction in isolation rather than on a broader experiential construct, and many are conducted outside the Turkish air transport context. This study addresses this gap by investigating the impact of airline passengers’ customer experience on their intention to re-select the same airline, using data from passengers on domestic and international routes at Istanbul Airport. The study aims to (i) measure airline passengers’ customer experience, (ii) determine their intention to prefer the same airline again, (iii) examine whether these constructs differ across demographic groups and travel frequency, and (iv) analyse the effect of customer experience on repeat choice intention using structural modelling. In doing so, it contributes to the air transport literature by providing evidence from a major hub airport and offering implications for airline and airport management. The next section presents the theoretical framework, followed by the research model and hypotheses. The methodology, empirical results and discussion are then reported, and the paper concludes with implications, limitations and suggestions for future research. 2. Theoretical Framework In this part of the study, the concept of experience, which is important for passengers, and the desired intention to choose again after the experience by the companies are defined. 2.1. Customer Experience Experience; It is defined as a high interest in a particular product or service (Braunsberger and Munch, 1998 : 25). Experience refers to the perceptions acquired from the external environment with different emotional organs, and acquired internally through emotions and thoughts (Tappolet, 2016 : 3). The experience is experienced in four different ways. Sensory experience; It refers to the promotion of the individual or institution providing the service and presenting the service to the market in a different way (Schmitt, 1999 : 24). Emotional experience; It includes the experiences of company-specific services prepared for the feelings and sharing of individuals. Intellectual experience; It includes experiences that aim at unity of opinion between individuals and service providers (Schmitt and Rogers, 2008 : 117). Behavioral experience; It aims to influence and guide individuals' living standards by offering different methods and interactions. Relational experience, on the other hand, expresses the feelings that the individual feels about the product he demands (Schmitt, 1999 : 110). The experience occurs when the passenger shows interest in or personal relationship with the airline. Since experience is an abstract thing, its effect varies between people. Therefore, according to the experiences that companies provide to passengers, passengers are more prone to pay high prices (Ası & Özdemir, 2023 : 280). The importance of customer experience is closely related to the continuous survival of the company and its strong growth in the future (Kim et al., 2004 : 148). Companies that create experience in the customer become more advantageous against other companies. Customer experience not only improves the strength and ability of the company to keep up with the policies of its competitors, but also creates a loyal customer base that does not care about the activities of its competitors and constantly prefers them (Öksüz and Eryılmaz, 2022 : 87). Passengers who have a high-quality experience, especially those that include factors such as emotional value and quality value, may be more likely to be satisfied with their trip (Ateş and Sunar, 2024 : 441). In highly competitive areas, customers often prefer businesses that provide the most satisfaction. Therefore, businesses go beyond aiming to carry out their profit-oriented activities and aim to gain loyal customers and have long-term business relationships with them. Multi-channel promotion strategies of airline companies are one of the important activities in providing customer experience (Akpur and Ulema, 2022 : 46). The fact that airline companies, which are in constant competition in terms of customer experience, can provide much better services can accelerate their development processes. So much so that today, many internet users use various social media tools in order to evaluate a service they receive and to convey their comments and thoughts about that service to other users, and they can communicate directly with many users through these ways (Küçük-Çırpın and Kurt, 2016 : 88). Thus, airline companies, which are appreciated by many of their customers, can gain superiority in their competition with many competitors working for the same service (Acem and Sünbül-Acem, 2025 : 791). 2.2. Intention to Prefer Again One of the important behaviors in consumer behavior is the intention to choose again. Intentions are an indicator of how much desire individuals are to perform an action and how much effort they plan to spend on that action (Ajzen, 1991 : 181). According to another definition, intention is the probability of an individual performing any behavior (Oliver, 2010 : 23). Re-preference behavior refers to the tendency to prefer and experience a service that has been experienced before in the future (Genç, 2018 : 42). In other words, the intention to choose again can be considered as a criterion showing the loyalty of individuals towards the services of a company (Çabuk et al., 2013 : 97). Intent to opt is a key variable that measures the potential action a person chooses to take. Evaluating the preference intentions of individuals helps companies to better understand market trends and thus provide better services (Bittar and Tümbek-Tekeoğlu, 2022 : 36). Air transportation services consist of three parts: pre-flight, flight and post-flight. Before the flight; It starts with the customer requesting information about the airline service, continues with making the purchase decision, making the payment and purchasing the ticket. It then ends with the customer arriving at the airport, receiving the service from the airport management, completing baggage and ticket procedures, security, passport and customs procedures and then boarding the plane. During the flight; Receiving cabin service, after the flight; the service is completed by leaving the plane, picking up their luggage and finally leaving the airport (Canöz, 2017 : 193). Passengers conduct various researches before, during and after travel at all stages of their travel. Because airline-related services are high-priced, highly attended, and well-differentiated in nature, passengers often collect and review a variety of travel information early in the travel decision-making process to minimize the risk of making wrong decisions. Passengers may find information provided by others they are connected to more reliable than information obtained from other sources. Passengers can usually refer to others' comments on a service in this process (Arslan & Şimşek, 2022 : 380). Today, although airline companies continue their distribution activities through many channels, the biggest development has been seen on airline websites. In this process, websites have started to be used in many online services such as ticket sales, check-in, etc., especially by low-cost airline companies. Thanks to airline websites, passengers have the opportunity to purchase tickets at low prices without space and time restrictions, while at the same time they can quickly and easily perform all online transactions (online check-in, baggage tracking, seat selection, additional services, etc.) related to their flights (Bakır and Atalık, 2019 : 150). The feeling of satisfaction and satisfaction that occurs after these and similar service experiences reveals repeat purchase behaviors explained through behavioral intent. This brings with it the preference for the same services in the future (Kim et al., 2017: 896). This intention is to procure a previously acquired service from the same company in the future and to maintain positive attitudes about that service (Wong and Sohal, 2003 : 495). Passengers are more likely to choose a well-known company rather than an unknown one. Because the well-known company is more likely to be seen as reliable and high quality (Aydın, 2022 : 43). Passengers can approach their relationships with companies that do not see them as any anonymous person in the large target audience, offer them experiences and strive to satisfy them in a different way (Ası and Özdemir, 2023 : 279). 2.3. Research model and hypotheses The literature on customer experience and behavioural intentions suggests that favourable experiences with a service provider enhance satisfaction, perceived value and loyalty, which in turn support repeat purchase intentions and positive word of mouth. In the airline context, passengers who perceive that an airline understands their needs, treats them fairly, and provides a reliable and comfortable journey are more likely to continue travelling with that airline rather than switch to competitors. Based on this reasoning, the core relationship examined in this study is the effect of customer experience on passengers’ intention to prefer the same airline again. In addition, demographic characteristics and travel frequency may shape how passengers perceive and evaluate their experiences. Previous studies indicate that gender, age, education level and frequency of travel can be associated with different expectations, satisfaction levels and behavioural intentions. Therefore, this study also investigates whether customer experience and repeat choice intentions differ across demographic groups and travel frequency. Figure X presents the research model, which proposes that customer experience positively influences intention to prefer again and that both constructs may vary according to passenger characteristics. In line with the model and the reviewed literature, the following hypotheses are formulated: H1 Customer experience has a positive effect on airline passengers’ intention to prefer the same airline again. H2 Customer experience and intention to prefer again differ significantly by gender. H3 Customer experience and intention to prefer again differ significantly by age group. H4 Customer experience and intention to prefer again differ significantly by education level. H5 Customer experience and intention to prefer again differ significantly by air travel frequency. These hypotheses are tested using confirmatory factor analysis, mean comparison tests and structural equation modelling with survey data from passengers using Istanbul Airport. 3. Method In this part of the study, information about the purpose and importance of the research, the study group, data collection and analysis method is given. 3.1. Purpose and Importance of the Study Companies implement marketing strategies that provide differentiation in order to remain strong against their competitors and be preferred more frequently by customers (Uygurtürk and Topcuoğlu, 2022 : 26). One of these strategies is to design and manage superior customer experiences. Airlines have increasingly focused on quality, safety and service improvements not only to generate profit but also to ensure that passengers associate their journeys with positive experiences and continue to choose the same carrier. In parallel with the changing customer profile, passengers both evaluate the service they receive and share their experiences with other potential passengers, which can influence future demand. Based on this idea, the main purpose of this study is to determine the experiences of passengers using domestic and international flights at Istanbul Airport with their chosen airline and to examine the effect of these experiences on their intention to prefer the same airline again. In addition, the study aims to analyse whether customer experience and repeat choice intention differ by gender, age, education level and travel frequency. Although many studies have examined customer experience and repeat preference intentions in tourism and service industries, empirical research focusing on airline passengers’ holistic experience and their repeat choice intentions within the context of Istanbul Airport and the Turkish air transport system remains limited. Addressing this gap is important for both airline management and transport policy, as improving passenger experience can support customer retention, enhance the competitiveness of Istanbul Airport as a hub and inform strategies for service quality regulation and monitoring.. 3.2. Universe and Sample The universe of this study consists of people traveling by air. The research covers passengers entering and departing from Istanbul Airport between May and August 2025.Sampling was used because the number of passengers using the airline in May-August 2025 was unknown. In line with the convenience sampling method, data were collected from 570 passengers, taking into account the 95% confidence interval. The distribution of the passengers participating in the research according to their demographic characteristics is given in Table 1 . Table 1 Demographic Characteristics of Passengers Demographics Variables n % Gender Male 384 67,4 Woman 186 32,6 Age 18–25 Years 58 10,2 26–30 Years 85 14,9 31–35 Years 118 20,7 36–40 Years 123 21,6 41 Years 186 32,6 Education Status High School and Below 119 20,9 Associate 44 7,7 License 282 49,5 Master 125 21,9 Travel Frequency Once a Week ≥ 169 29,6 Once a Month ≥ 167 29,3 Once a Year ≥ 234 41,1 Total 570 100 A total of 570 passengers participated in the research. 67.4% of passengers were men and 32.6% were women. 10.2% of passengers were aged 18–25, 14.9% were aged 26–30, 20.7% were aged 31–35, 21.6% were aged 36–40, and 32.6% were aged 41 and over. When viewed according to their educational status; 20.9% have high school or less, 7.7% have associate degree, 49.5% have undergraduate and 21.9% have graduate degrees. 29.6% of the passengers stated that they travel by air 1 or more times a week, 29.3% 1 or more times a month, and 41.1% 1 or more times a year. 3.3. Data Collection Method and Analysis This study is a quantitative research employing a relational survey model. Data were collected using a face-to-face survey technique. The questionnaire included items on demographic characteristics, customer experience and repeat preference intention. The Customer Experience Scale, consisting of 7 items and one dimension, was used to measure passengers’ customer experience. The scale was adapted from the work of Tavşan and Erdem (2021), who reported the following fit indices for the original scale: χ²=16.9; df = 14; CFI = 0.99; IFI = 0.99; SRMR = 0.02. To measure intention to prefer again, 3 items adapted from Akkaya’s ( 2024 ) study were used. Akkaya ( 2024 ) reported a KMO value of 0.738 and a total variance explained of 91.13%, with a reliability coefficient of 0.951. The data collected from passengers using Istanbul Airport were analysed using SPSS 22 and AMOS 22. First, the validity and reliability of the scales were examined. Confirmatory factor analysis (CFA) was used to assess structural validity and Cronbach’s alpha was used to evaluate internal consistency. Kurtosis and skewness values were examined to determine whether scale data were normally distributed. Descriptive statistics were then computed to summarise levels of customer experience and intention to prefer again. In the third stage, passengers’ customer experience and intention to prefer again were compared in terms of demographic characteristics. In this context, the independent-samples t-test was used for comparisons between two groups, and one-way ANOVA was used for comparisons across more than two groups. In the final stage, the effect of customer experience on repeat choice intention was analysed using path analysis within a structural equation modelling framework. In line with recommendations in the literature, the assessment of the measurement model should also include additional validity checks, such as composite reliability (CR), average variance extracted (AVE) and tests for discriminant validity, as well as an examination of potential common method bias given the use of self-report survey data. These additional analyses can be reported to further strengthen the robustness of the findings. 4. RESULTS In this part of the study; The statistical results of the data collected from passengers using Istanbul Airport were reported. 4.1. Validity and Reliability Findings In the study, CFA was performed to test the structural validity of customer experience and repeat intention scales. The fit of the measurement model was assessed through the chi-square fit test (χ²/sd), Goodness-of-Fit Index (GFI), Tucker-Lewis Index (TLI), Comparative Fit Index (CFI), and Approximate Mean Square Value of Error (RMSEA) values. For acceptance of model fit, χ²/sd is expected to be 5 or below, GFI is expected to be 0.85 and above, and TLI and CFI values are expected to be 0.90 and above. In addition, the RMSEA value must be 0.08 or lower (Schumacker and Lomax, 2004 : 81–84; Byrne, 2010 : 73–84; Meydan and Şeşen, 2011 : 31–37). CFA results for the Customer Experience Scale are shown in Fig. 1 . The compliance criteria of the customer experience scale were determined as χ2/sd = 2.206, GFI = 0.985, TLI = 0.997, CFI = 0.998 and RMSEA = 0.046 and it was decided that the scale was structurally valid. Within the framework of the measurement model, firstly, the significance levels of the t values of the observed variables were checked. In this context, it was noted that if the t-values were greater than 1.96, the latent variable explained the observed variable statistically at the significance level of 0.05, and if it was greater than 2.56, it was noted whether it was at the significance level of 0.01 (Büyükyılmaz, 2013 , p. 216). Then, factor load values were checked. Hair et al. (2014) reported that if the item factor load values are between 0.30–0.40, they meet the minimum level for interpretation, when it is 0.50 or greater, it is considered significant in practice, and if it exceeds 0.70, it is an indicator of a well-defined structure. The findings regarding the observed variables of the customer experience scale are shown in Table 2 . Table 2 CFA Results for the Customer Experience Scale Customer Experience Factor Load Standard Error t-Value 4.This airline always listens to me 0,972 ** - - 3.This airline makes me happy in every way 0,985 ** 0,013 79,134 2.This airline never embarrasses me 0,989 ** 0,012 82,780 1.This airline company will never victimize me 0,961 ** 0,015 62,849 5.This airline always understands me 0,981 ** 0,013 75,867 6.This airline values me quite a lot 0,974 ** 0,014 70,388 7.This airline fits my values very well 0,962 ** 0,016 63,512 **p < 0,01 In CFA, firstly, the significance of the expressions was examined with the t-value. In this context, it was determined that the t-values of the expressions were above 2.56 ± and were significant at the level of 0.01 (Anderson and Gerbing, 1988, p. 412). As seen in Table 2 ; It was determined that the factor loads related to the scale varied between 0.96–0.98. It was determined that they showed a well-defined structure because their factor load exceeded 0.70 (Hair et al., 2014, p. 115). In line with the data collected from passengers using Istanbul Airport, DFA was applied to the Re-Preference Scale. The DFA model output is as shown in Fig. 2 . The fit criteria for the intention to choose again scale were determined as χ2/sd = 2.341, GFI = 0.997, TLI = 0.998, CFI = 0.999 and RMSEA = 0.049 and it was decided that the scale was structurally valid. Within the framework of the measurement model, firstly, the significance levels of the t values and factor loads of the observed variables were checked. The findings regarding the observed variables of the scale are given in Table 3 . Table 3 CFA Results for the Intention to Prefer Again Scale Intention to Prefer Again Factor Load Standard Error t-Value 1.I would like to choose this airline company again 0,940 ** - - 2.I would like to come back to this airline 0,927 ** 0,015 10,985 3.I intend to choose this airline company again 0,908 ** 0,016 12,111 **p < 0,01 As a result of CFA, it was determined that the t-values of the scale expressions were above 2.56 ± and significant at the level of 0.01 (Anderson and Gerbing, 1988, p. 412). It was determined that the factor loadings related to the scale varied between 0.90–0.94. Since the factor loads exceeded 0.70, it was decided that they showed a well-defined structure (Hair et al., 2014, p. 115). The reliability of the scales was analyzed depending on the structure obtained in CFA. In general, the lowest accepted value for Cronbach's Alpha statistic is expressed as 0.70 (Tavşancıl, 2010 , p. 29). In addition, it is evaluated whether the scale data meet the parametric test conditions. As stated in the literature, it was noted that kurtosis and skewness values should be between − 1.5 and + 1.5 (Tabachnick and Fidell, 2013). Table 4 shows the reliability and normality test results of the scales. Table 4 Reliability and Normality Findings Variables Number of Articles α Skew Kurtosis Customer Experience 7 0,983 -0,763 0,790 Intention to Prefer Again 3 0,947 -0,950 0,636 The Cronbach Alpha coefficient of the Customer Experience Scale was 0.983 and the coefficient of the Intention to Re-Opt Scale was 0.947. Therefore, it was decided that the reliability coefficients were above 0.70 and highly reliable (Akgül and Çevik, 2003 ). In addition, it was determined that the kurtosis and skewness values of the data of both scales were between − 1.5 and + 1.5 values and conformed to the normal distribution (Tabachnick and Fidell, 2013). In addition to Cronbach’s alpha and the examination of kurtosis and skewness, further evidence of construct validity can be provided by reporting composite reliability (CR) and average variance extracted (AVE) values, as well as assessing discriminant validity between customer experience and intention to prefer again. Including these indicators in future reporting would align the measurement model with widely accepted structural equation modelling practices and provide a more comprehensive evaluation of the scales used in the study. 4.2. Findings on Customer Experience and Intention to Choose Again After structural validity and reliability, descriptive analyses were made to decide the experience levels of the passengers and their intention to choose again. In this context, arithmetic means were used and the averages were interpreted by taking into account the value ranges "1.00-1.80 = strongly disagree, 1.81–2.60 = disagree, 2.61–3.40 = partially agree, 3.41–4.20 = agree and 4.21-5.00 = strongly agree" (Özdamar, 2001 ). Table 5 Findings on Descriptive Statistics Variables n Min. Max. Average SS Customer Experience 570 1,00 5,00 3,527 1,444 Intention to Prefer Again 570 1,00 5,00 3,911 1,013 As seen in Table 5 ; it was determined that the passengers traveling by air had a positive experience with the airline company they preferred (X̄=3.52) and they considered choosing the company again (X̄=3.91). 4.3. Findings on Divergence Analysis In this part of the study; the experiences of passengers traveling by airline and their intention to choose the airline company again were compared in terms of demographic characteristics. Independent Sample T test and One-Way ANOVA tests were used for comparison. In this context, the results of the comparison made for gender are shown in Table 6 . Table 6 Comparison Results by Gender Variables Gender n X̄ SS t p Customer Experience 1. Male 384 3,884 1,035 7,553 0,000 * 2. Woman 186 2,790 1,839 Intention to Prefer Again 1. Male 384 3,982 0,951 2,279 0,023 * 2. Woman 186 3,765 1,120 * p < 0,05 It was determined that there was a significant difference between the experiences of the male and female passengers participating in the study (t = 7.553; p = 0.000) and their intention to choose again (t = 2.279; p = 0.023). Based on the t and arithmetic means of the scales; It can be said that male passengers have a better experience and tend to choose the airline in question again. The experiences of passengers traveling by air and their intention to choose again were compared in terms of their age. The results of the analysis are given in Table 7 . Table 7 Comparison Results by Age Değişkenler Age n X̄ SS F p Tukey Customer Experience 1. 18–25 Years 58 2,972 1,714 59,537 0,000 * 2 > 1,5 3 > 1,5 4 > 1,5 2. 26–30 Years 85 4,490 0,507 3. 31–35 Years 118 4,118 0,845 4. 36–40 Years 123 4,047 0,856 5. 41 Years ≥ 186 2,541 1,599 Intention to Prefer Again 1. 18–25 Years 58 3,465 0,654 23,934 0,000 * 2 > 1,4,5 3 > 1,4,5 2. 26–30 Years 85 4,502 0,508 3. 31–35 Years 118 4,322 0,920 4. 36–40 Years 123 3,856 1,167 5. 41 Years ≥ 186 3,557 1,010 * p < 0,05 The experience level of the passengers (F = 59,537; p = 0,000) and their desire to choose again (F = 23,934; p = 0,000) differed significantly depending on their age. Accordingly; It has been determined that passengers between the ages of 26–40 have more travel experience than those aged 18–25 and 41 and over. On the other hand, it was determined that those aged 26–35 were more likely to prefer the company they traveled with than those aged 18–25 and 36 and over. The difference between passengers' flight experience and their intention to choose the airline again was examined for their educational status. Relevant findings are shown in Table 8 . Table 8 Comparison Results by Educational Status Variables Education Status n X̄ SS F p Tukey Customer Experience 1. High School and Below 119 4,117 0,841 62,944 0,000 * 1 > 3 2 > 1,3,4 4 > 3 2. Associate 44 4,918 0,305 3. License 282 2,831 1,593 4. Master 125 4,046 0,849 Intention to Prefer Again 1. High School and Below 119 4,352 0,922 19,244 0,000 * 1 > 3,4 2 > 3,4 2. Associate 44 4,454 0,547 3. License 282 3,660 0,943 4. Master 125 3,866 1,162 * p < 0,05 Undergraduate graduates of high school and lower level passengers participating in the research; It was determined that associate degree graduates had a better travel experience than all other passengers and graduate graduates had a better travel experience than undergraduate graduates (F = 62,944; p = 0,000). However, it was determined that high school and below and associate degree graduates thought of choosing the same airline company more than both undergraduate and graduate graduates (F = 19.244; p = 0.000). The difference between the flight experience of the passengers and their intention to choose the airline again was analyzed in terms of the frequency of their travel with the airline. The findings are given in Table 9 . Table 9 Comparison Results by Frequency of Traveling by Air Variables Travel Frequency n X̄ SS F p Tukey Customer Experience 1 .Once a Week ≥ 169 4,280 0,841 59,632 0,000 * 1 > 2,3 2 > 3 2. Once a Month ≥ 167 3,714 1,356 3 .Once a Year ≥ 234 2,855 1,542 Intention to Prefer Again 1 .Once a Week ≥ 169 4,071 0,977 7,109 0,001 * 1 > 3 2 > 3 2. Once a Month ≥ 167 4,014 1,071 3 .Once a Year ≥ 234 3,723 0,970 * p < 0,05 According to the frequency of air travel, a significant difference was found between the passengers' travel experiences (F = 59.632; p = 0.000) and their intention to choose the same company again (F = 7.109; p = 0.001). In this context; From other passengers traveling 1 time or more a week; It has been determined that those who travel 1 or more times a month have a better travel experience than those who travel 1 time a year. Accordingly, it has been revealed that weekly and monthly travelers tend to prefer existing airlines more than annual travelers. 4.4. Findings on Path Analysis As a result of the path analysis, the goodness-of-fit values of the model (χ²/sd = 1.332, GFI = 0.984, TLI = 0.999, CFI = 0.999 and RMSEA = 0.024) were found to be acceptable. When the effect between the variables in Fig. 3 is examined, customer experience has a positive standardised effect of β = 0.524 on intention to prefer again, supporting H1. This result indicates that higher levels of customer experience are associated with stronger repeat choice intentions among airline passengers. Reporting the explained variance (R²) in intention to prefer again would further clarify how much of the variability in passengers’ repeat choice intentions is accounted for by customer experience. As a result of the path analysis; the goodness-of-fit values of the model (χ2/sd = 1.332, GFI = 0.984, TLI = 0.999, CFI = 0.999 and RMSEA = 0.024) were found to be acceptable. When we look at the effect between the variables in Fig. 3 ; β = 0.524 units of positive effect. Therefore, it can be said that the experience of the passengers during the trip positively affected their intention to choose the same company again by 0.524 units. RESULT Passenger travel behaviour is shaped by multiple factors. Understanding these factors and responding effectively requires identifying the motivations that drive individuals to travel and the reasons for choosing a particular transport provider (Dwyer et al., 2009 : 63). Determining passengers’ intention to choose a company again is essential not only for the air transport sector but also for the development of services that meet passengers’ needs and expectations (Bansal and Eiselt, 2004: 388). Passengers provide positive or negative feedback based on their flight experience, and the airlines they prefer may be those that best meet their own needs as well as those of their families and social environment. Over time, passengers tend to return to airlines that provide them with consistently good experiences and can become loyal customers. The findings of this study confirm that customer experience has a strong impact on repeat choice intention and therefore should be positioned as a central element in airline and airport service strategies. The results show that passengers travelling by air through Istanbul Airport generally report positive experiences with their preferred airline and express a high intention to choose the same airline again. Demographic variables such as age, gender and education level, as well as travel frequency, influence both experience and behavioural intentions, which is consistent with previous research suggesting that passenger segments differ in expectations and evaluations (Akşit-Aşık, 2020 : 1748). In this study, male passengers reported better experiences and a stronger tendency to choose the airline again. Passengers aged 26–40 had more favourable travel experiences than those aged 18–25 and 41 and over, and passengers aged 26–35 displayed higher repeat choice intentions than younger and older groups. In terms of education level, high school and below and associate degree graduates reported more positive experiences and higher repeat intentions than undergraduate and graduate degree holders. Furthermore, weekly and monthly flyers had better travel experiences and stronger intentions to choose the same airline again than passengers who travelled once a year. These patterns suggest that frequent flyers and certain demographic groups form especially valuable segments for airlines operating at Istanbul Airport. From a transport policy and management perspective, these findings have several implications. First, improving customer experience can be an effective tool for enhancing passenger retention and supporting the competitiveness of Istanbul Airport as a regional hub. Airlines and airport operators can design differentiated service strategies for specific passenger segments identified in this study. For example, targeted loyalty programmes and tailored communication strategies could be developed for frequent flyers, who report more positive experiences and higher repeat intentions. Similarly, service improvements aimed at highly educated passengers—who appear to be more critical—may help reduce the risk of switching to competing airlines. Second, regulators and policy-makers can use passenger experience indicators as part of performance measurement frameworks for airlines and airports, encouraging service providers to go beyond minimum safety and operational standards and focus on the overall quality of the passenger journey. In this way, passenger experience becomes not only a marketing outcome but also a policy-relevant measure of air transport system performance. This study was carried out at Istanbul Airport, one of the most important airports in Türkiye. Similar studies can be conducted at other airports in different regions to compare passenger experiences and repeat choice intentions across networks. Future research may also examine and compare the experiences and intentions of passengers travelling by different modes, such as air, sea and land transport. In addition, this study focused only on passengers who are Turkish citizens and who arrived at or departed from Istanbul Airport using domestic and international flights. Conducting studies with international passengers from different countries and cultural backgrounds would provide a broader perspective and fill an important gap in the literature. Declarations The Istanbul Gelisim University Ethics Committee Directive approved the study. Author Contribution B.E. conceived and designed the study, developed the research model and hypotheses, collected the data, and performed the statistical analyses. B.E. interpreted the results, wrote the original draft of the manuscript, and revised it critically for intellectual content. The author read and approved the final manuscript. References Abay, Ş., Öztürk, O.: Examination of airline passengers' attitudes and intentions regarding the online services offered by airline companies during the pandemic process with the technology acceptance model. J. Aerosp. Sci. Manage. 2 (1), 1–19 (2024). https://jasam.erciyes.edu.tr/ Acem, A., Sünbül-Acem, D.: Determination of passengers' airline company choices by PROMETHEE method (Kahramanmaraş example). J. Dokuz Eylül Univ. Inst. Social Sci. 27 (2), 789–810 (2025). https://doi.org/10.16953/deusosbil.1643927 Ajzen, I.: The theory of planned behavior. Organ. Behav. Hum. 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Edition, Ankara: Nobel Publishing Distribution. (2010) Uygurtürk, H., Topcuoğlu, Ü.: The effect of brand loyalty on purchase intention: A study of drinking water brands. Çağ Univ. J. Social Sci. 19 (1), 25–35 (2022). https://dergipark.org.tr/tr/pub/cagsbd/issue/70749/1137814 Wong, A., Sohal, A.: Service quality and customer loyalty perspectives on two levels of the retail relationships. J. Serv. Mark. 17 (5), 495–513 (2003). https://doi.org/10.1108/08876040310486285 Zhang, H., Fu, X., Cai, L.A., Lin, L.: Destination image and tourist loyalty: A meta-analysis. Tour. Manag. 40 , 213–223 (2014). https://doi.org/10.1016/j.tourman.2013.06.006 Additional Declarations No competing interests reported. Cite Share Download PDF Status: Posted Version 1 posted You are reading this latest preprint version Research Square lets you share your work early, gain feedback from the community, and start making changes to your manuscript prior to peer review in a journal. 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Intoduction","content":"\u003cp\u003eThroughout history, individuals have travelled for sociocultural, economic, political and geographical reasons, and the motives for travel have varied across regions, countries and time periods. People travel to discover new destinations, gain different experiences, rest, have fun, pursue education, engage in cultural activities, benefit from health facilities and relax (Bayar, 2022: 7\u0026ndash;8). Transport, therefore, is a critical sector that people rely on in their daily lives. In the global transport network, comprising road, sea, rail and air modes, millions of passengers travel for hours or even days every day. Air transport, as a high value-added service, has been growing and improving rapidly in T\u0026uuml;rkiye (Acem and S\u0026uuml;nb\u0026uuml;l-Acem, \u003cspan citationid=\"CR2\" class=\"CitationRef\"\u003e2025\u003c/span\u003e: 790).\u003c/p\u003e \u003cp\u003eThe International Air Transport Association\u0026rsquo;s 2024 report indicated that total full-year traffic increased by 10.4% in 2024 compared with 2023, exceeding pre-pandemic (2019) levels by 3.8%. Total capacity, measured in available seat kilometres, rose by 8.7%, and the total load factor reached 83.5%, a record high. International traffic grew by 13.6%, while domestic traffic increased by 5.7% (International Air Transport Association, \u003cspan citationid=\"CR25\" class=\"CitationRef\"\u003e2025\u003c/span\u003e). In Europe, Eurocontrol (2024) forecasts that traffic will reach 11.1\u0026nbsp;million flights in 2025, representing a 3.7% increase, and exceed 12\u0026nbsp;million flights by 2030 (Supporting European Aviation, \u003cspan citationid=\"CR41\" class=\"CitationRef\"\u003e2024\u003c/span\u003e). T\u0026uuml;rkiye ranked sixth in Europe in terms of traffic volume, with an average of 3,140 flights per day, corresponding to a 4% increase over the previous year and 12% above 2019 levels. Turkish Airlines is the third-busiest airline in Europe, with an average of 1,435 flights per day, while Istanbul Airport ranks first among the ten busiest European airports, with an average of 1,401 flights per day (Directorate General of Civil Aviation Annual Report, 2024: 26). As of July 2023, 12 airline companies operate in T\u0026uuml;rkiye; the number of Turkish-registered civil aviation aircraft increased to 638 in 2023, with a total passenger capacity of 111,054 seats (Abay and \u0026Ouml;zt\u0026uuml;rk, \u003cspan citationid=\"CR1\" class=\"CitationRef\"\u003e2024\u003c/span\u003e: 2).\u003c/p\u003e \u003cp\u003eIn an increasingly global and competitive environment, marketing strategies and market dominance have become central concerns for airlines. Carriers have engaged in intense competition and developed various strategies to survive and grow (Buyrukoğlu et al., \u003cspan citationid=\"CR18\" class=\"CitationRef\"\u003e2024\u003c/span\u003e: 244). One of the most critical strategies is to create and manage customer experience. Experience has become a key factor for both individuals and companies: passengers prefer service providers that offer higher-quality experiences, while companies seek to enhance experience to improve profitability, reduce promotional costs and increase firm value (Baykal and \u0026Ccedil;ınar, \u003cspan citationid=\"CR15\" class=\"CitationRef\"\u003e2023\u003c/span\u003e: 66). A fundamental element of customer experience is the sense of trust created by the company, which underpins feelings of loyalty and commitment. The presence of trust between the target market and the company is a key determinant of the intention to choose the same company again (Karayel-Bilbil and Orha-Hazar, \u003cspan citationid=\"CR26\" class=\"CitationRef\"\u003e2024\u003c/span\u003e: 347). In this context, airlines that adapt to contemporary customer profiles increasingly view customer experience as a major determinant of success and of the long-term passenger\u0026ndash;company relationship (Buyrukoğlu et al., \u003cspan citationid=\"CR18\" class=\"CitationRef\"\u003e2024\u003c/span\u003e: 244).\u003c/p\u003e \u003cp\u003eFrom a transport policy perspective, passenger experience is no longer a purely marketing issue; it is also linked to network competitiveness, hub performance and the long-term sustainability of air transport systems. For hub airports such as Istanbul, which handle high volumes of international and domestic traffic, the ability of airlines and airport operators to deliver consistent, high-quality experiences can influence route choices, airline\u0026ndash;airport partnerships and the attractiveness of the hub in regional and global networks. Understanding how different passenger groups perceive their travel experience and how these perceptions shape repeat choice intentions is therefore critical for airlines, airport managers and regulators seeking to design effective service and quality strategies.\u003c/p\u003e \u003cp\u003eNumerous studies have examined customer experience, satisfaction and repeat preference intentions in tourism and service industries; however, empirical work focusing specifically on airline passengers\u0026rsquo; holistic travel experiences and their repeat choice intentions within the context of a rapidly growing hub such as Istanbul Airport remains limited. Existing airline studies often focus on service quality or satisfaction in isolation rather than on a broader experiential construct, and many are conducted outside the Turkish air transport context. This study addresses this gap by investigating the impact of airline passengers\u0026rsquo; customer experience on their intention to re-select the same airline, using data from passengers on domestic and international routes at Istanbul Airport.\u003c/p\u003e \u003cp\u003eThe study aims to (i) measure airline passengers\u0026rsquo; customer experience, (ii) determine their intention to prefer the same airline again, (iii) examine whether these constructs differ across demographic groups and travel frequency, and (iv) analyse the effect of customer experience on repeat choice intention using structural modelling. In doing so, it contributes to the air transport literature by providing evidence from a major hub airport and offering implications for airline and airport management. The next section presents the theoretical framework, followed by the research model and hypotheses. The methodology, empirical results and discussion are then reported, and the paper concludes with implications, limitations and suggestions for future research.\u003c/p\u003e"},{"header":"2. Theoretical Framework","content":"\u003cp\u003e \u003cdiv class=\"BlockQuote\"\u003e \u003cp\u003eIn this part of the study, the concept of experience, which is important for passengers, and the desired intention to choose again after the experience by the companies are defined.\u003c/p\u003e \u003c/div\u003e \u003c/p\u003e \u003cdiv id=\"Sec3\" class=\"Section2\"\u003e \u003ch2\u003e2.1. Customer Experience\u003c/h2\u003e \u003cp\u003eExperience; It is defined as a high interest in a particular product or service (Braunsberger and Munch, \u003cspan citationid=\"CR17\" class=\"CitationRef\"\u003e1998\u003c/span\u003e: 25). Experience refers to the perceptions acquired from the external environment with different emotional organs, and acquired internally through emotions and thoughts (Tappolet, \u003cspan citationid=\"CR43\" class=\"CitationRef\"\u003e2016\u003c/span\u003e: 3). The experience is experienced in four different ways. Sensory experience; It refers to the promotion of the individual or institution providing the service and presenting the service to the market in a different way (Schmitt, \u003cspan citationid=\"CR36\" class=\"CitationRef\"\u003e1999\u003c/span\u003e: 24). Emotional experience; It includes the experiences of company-specific services prepared for the feelings and sharing of individuals. Intellectual experience; It includes experiences that aim at unity of opinion between individuals and service providers (Schmitt and Rogers, \u003cspan citationid=\"CR37\" class=\"CitationRef\"\u003e2008\u003c/span\u003e: 117). Behavioral experience; It aims to influence and guide individuals' living standards by offering different methods and interactions. Relational experience, on the other hand, expresses the feelings that the individual feels about the product he demands (Schmitt, \u003cspan citationid=\"CR36\" class=\"CitationRef\"\u003e1999\u003c/span\u003e: 110).\u003c/p\u003e \u003cp\u003eThe experience occurs when the passenger shows interest in or personal relationship with the airline. Since experience is an abstract thing, its effect varies between people. Therefore, according to the experiences that companies provide to passengers, passengers are more prone to pay high prices (Ası \u0026amp; \u0026Ouml;zdemir, \u003cspan citationid=\"CR10\" class=\"CitationRef\"\u003e2023\u003c/span\u003e: 280). The importance of customer experience is closely related to the continuous survival of the company and its strong growth in the future (Kim et al., \u003cspan citationid=\"CR29\" class=\"CitationRef\"\u003e2004\u003c/span\u003e: 148). Companies that create experience in the customer become more advantageous against other companies. Customer experience not only improves the strength and ability of the company to keep up with the policies of its competitors, but also creates a loyal customer base that does not care about the activities of its competitors and constantly prefers them (\u0026Ouml;ks\u0026uuml;z and Eryılmaz, \u003cspan citationid=\"CR33\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 87). Passengers who have a high-quality experience, especially those that include factors such as emotional value and quality value, may be more likely to be satisfied with their trip (Ateş and Sunar, \u003cspan citationid=\"CR11\" class=\"CitationRef\"\u003e2024\u003c/span\u003e: 441).\u003c/p\u003e \u003cp\u003eIn highly competitive areas, customers often prefer businesses that provide the most satisfaction. Therefore, businesses go beyond aiming to carry out their profit-oriented activities and aim to gain loyal customers and have long-term business relationships with them. Multi-channel promotion strategies of airline companies are one of the important activities in providing customer experience (Akpur and Ulema, \u003cspan citationid=\"CR6\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 46). The fact that airline companies, which are in constant competition in terms of customer experience, can provide much better services can accelerate their development processes. So much so that today, many internet users use various social media tools in order to evaluate a service they receive and to convey their comments and thoughts about that service to other users, and they can communicate directly with many users through these ways (K\u0026uuml;\u0026ccedil;\u0026uuml;k-\u0026Ccedil;ırpın and Kurt, \u003cspan citationid=\"CR30\" class=\"CitationRef\"\u003e2016\u003c/span\u003e: 88). Thus, airline companies, which are appreciated by many of their customers, can gain superiority in their competition with many competitors working for the same service (Acem and S\u0026uuml;nb\u0026uuml;l-Acem, \u003cspan citationid=\"CR2\" class=\"CitationRef\"\u003e2025\u003c/span\u003e: 791).\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec4\" class=\"Section2\"\u003e \u003ch2\u003e2.2. Intention to Prefer Again\u003c/h2\u003e \u003cp\u003eOne of the important behaviors in consumer behavior is the intention to choose again. Intentions are an indicator of how much desire individuals are to perform an action and how much effort they plan to spend on that action (Ajzen, \u003cspan citationid=\"CR3\" class=\"CitationRef\"\u003e1991\u003c/span\u003e: 181). According to another definition, intention is the probability of an individual performing any behavior (Oliver, \u003cspan citationid=\"CR32\" class=\"CitationRef\"\u003e2010\u003c/span\u003e: 23). Re-preference behavior refers to the tendency to prefer and experience a service that has been experienced before in the future (Gen\u0026ccedil;, \u003cspan citationid=\"CR24\" class=\"CitationRef\"\u003e2018\u003c/span\u003e: 42). In other words, the intention to choose again can be considered as a criterion showing the loyalty of individuals towards the services of a company (\u0026Ccedil;abuk et al., \u003cspan citationid=\"CR22\" class=\"CitationRef\"\u003e2013\u003c/span\u003e: 97). Intent to opt is a key variable that measures the potential action a person chooses to take. Evaluating the preference intentions of individuals helps companies to better understand market trends and thus provide better services (Bittar and T\u0026uuml;mbek-Tekeoğlu, \u003cspan citationid=\"CR16\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 36).\u003c/p\u003e \u003cp\u003eAir transportation services consist of three parts: pre-flight, flight and post-flight. Before the flight; It starts with the customer requesting information about the airline service, continues with making the purchase decision, making the payment and purchasing the ticket. It then ends with the customer arriving at the airport, receiving the service from the airport management, completing baggage and ticket procedures, security, passport and customs procedures and then boarding the plane. During the flight; Receiving cabin service, after the flight; the service is completed by leaving the plane, picking up their luggage and finally leaving the airport (Can\u0026ouml;z, \u003cspan citationid=\"CR21\" class=\"CitationRef\"\u003e2017\u003c/span\u003e: 193). Passengers conduct various researches before, during and after travel at all stages of their travel. Because airline-related services are high-priced, highly attended, and well-differentiated in nature, passengers often collect and review a variety of travel information early in the travel decision-making process to minimize the risk of making wrong decisions. Passengers may find information provided by others they are connected to more reliable than information obtained from other sources. Passengers can usually refer to others' comments on a service in this process (Arslan \u0026amp; Şimşek, \u003cspan citationid=\"CR9\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 380).\u003c/p\u003e \u003cp\u003eToday, although airline companies continue their distribution activities through many channels, the biggest development has been seen on airline websites. In this process, websites have started to be used in many online services such as ticket sales, check-in, etc., especially by low-cost airline companies. Thanks to airline websites, passengers have the opportunity to purchase tickets at low prices without space and time restrictions, while at the same time they can quickly and easily perform all online transactions (online check-in, baggage tracking, seat selection, additional services, etc.) related to their flights (Bakır and Atalık, \u003cspan citationid=\"CR13\" class=\"CitationRef\"\u003e2019\u003c/span\u003e: 150). The feeling of satisfaction and satisfaction that occurs after these and similar service experiences reveals repeat purchase behaviors explained through behavioral intent. This brings with it the preference for the same services in the future (Kim et al., 2017: 896). This intention is to procure a previously acquired service from the same company in the future and to maintain positive attitudes about that service (Wong and Sohal, \u003cspan citationid=\"CR46\" class=\"CitationRef\"\u003e2003\u003c/span\u003e: 495). Passengers are more likely to choose a well-known company rather than an unknown one. Because the well-known company is more likely to be seen as reliable and high quality (Aydın, \u003cspan citationid=\"CR12\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 43). Passengers can approach their relationships with companies that do not see them as any anonymous person in the large target audience, offer them experiences and strive to satisfy them in a different way (Ası and \u0026Ouml;zdemir, \u003cspan citationid=\"CR10\" class=\"CitationRef\"\u003e2023\u003c/span\u003e: 279).\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec5\" class=\"Section2\"\u003e \u003ch2\u003e2.3. Research model and hypotheses\u003c/h2\u003e \u003cp\u003eThe literature on customer experience and behavioural intentions suggests that favourable experiences with a service provider enhance satisfaction, perceived value and loyalty, which in turn support repeat purchase intentions and positive word of mouth. In the airline context, passengers who perceive that an airline understands their needs, treats them fairly, and provides a reliable and comfortable journey are more likely to continue travelling with that airline rather than switch to competitors. Based on this reasoning, the core relationship examined in this study is the effect of customer experience on passengers\u0026rsquo; intention to prefer the same airline again.\u003c/p\u003e \u003cp\u003eIn addition, demographic characteristics and travel frequency may shape how passengers perceive and evaluate their experiences. Previous studies indicate that gender, age, education level and frequency of travel can be associated with different expectations, satisfaction levels and behavioural intentions. Therefore, this study also investigates whether customer experience and repeat choice intentions differ across demographic groups and travel frequency.\u003c/p\u003e \u003cp\u003eFigure X presents the research model, which proposes that customer experience positively influences intention to prefer again and that both constructs may vary according to passenger characteristics. In line with the model and the reviewed literature, the following hypotheses are formulated:\u003c/p\u003e \u003cp\u003e \u003cstrong\u003eH1\u003c/strong\u003e \u003cp\u003eCustomer experience has a positive effect on airline passengers\u0026rsquo; intention to prefer the same airline again.\u003c/p\u003e \u003c/p\u003e \u003cp\u003e \u003cstrong\u003eH2\u003c/strong\u003e \u003cp\u003eCustomer experience and intention to prefer again differ significantly by gender.\u003c/p\u003e \u003c/p\u003e \u003cp\u003e \u003cstrong\u003eH3\u003c/strong\u003e \u003cp\u003eCustomer experience and intention to prefer again differ significantly by age group.\u003c/p\u003e \u003c/p\u003e \u003cp\u003e \u003cstrong\u003eH4\u003c/strong\u003e \u003cp\u003eCustomer experience and intention to prefer again differ significantly by education level.\u003c/p\u003e \u003c/p\u003e \u003cp\u003e \u003cstrong\u003eH5\u003c/strong\u003e \u003cp\u003eCustomer experience and intention to prefer again differ significantly by air travel frequency.\u003c/p\u003e \u003c/p\u003e \u003cp\u003eThese hypotheses are tested using confirmatory factor analysis, mean comparison tests and structural equation modelling with survey data from passengers using Istanbul Airport.\u003c/p\u003e \u003c/div\u003e"},{"header":"3. Method","content":"\u003cp\u003e \u003cdiv class=\"BlockQuote\"\u003e \u003cp\u003eIn this part of the study, information about the purpose and importance of the research, the study group, data collection and analysis method is given.\u003c/p\u003e \u003c/div\u003e \u003c/p\u003e \u003cdiv id=\"Sec7\" class=\"Section2\"\u003e \u003ch2\u003e3.1. Purpose and Importance of the Study\u003c/h2\u003e \u003cp\u003eCompanies implement marketing strategies that provide differentiation in order to remain strong against their competitors and be preferred more frequently by customers (Uygurt\u0026uuml;rk and Topcuoğlu, \u003cspan citationid=\"CR45\" class=\"CitationRef\"\u003e2022\u003c/span\u003e: 26). One of these strategies is to design and manage superior customer experiences. Airlines have increasingly focused on quality, safety and service improvements not only to generate profit but also to ensure that passengers associate their journeys with positive experiences and continue to choose the same carrier. In parallel with the changing customer profile, passengers both evaluate the service they receive and share their experiences with other potential passengers, which can influence future demand.\u003c/p\u003e \u003cp\u003eBased on this idea, the main purpose of this study is to determine the experiences of passengers using domestic and international flights at Istanbul Airport with their chosen airline and to examine the effect of these experiences on their intention to prefer the same airline again. In addition, the study aims to analyse whether customer experience and repeat choice intention differ by gender, age, education level and travel frequency. Although many studies have examined customer experience and repeat preference intentions in tourism and service industries, empirical research focusing on airline passengers\u0026rsquo; holistic experience and their repeat choice intentions within the context of Istanbul Airport and the Turkish air transport system remains limited. Addressing this gap is important for both airline management and transport policy, as improving passenger experience can support customer retention, enhance the competitiveness of Istanbul Airport as a hub and inform strategies for service quality regulation and monitoring..\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec8\" class=\"Section2\"\u003e \u003ch2\u003e3.2. Universe and Sample\u003c/h2\u003e \u003cp\u003eThe universe of this study consists of people traveling by air. The research covers passengers entering and departing from Istanbul Airport between May and August 2025.Sampling was used because the number of passengers using the airline in May-August 2025 was unknown. In line with the convenience sampling method, data were collected from 570 passengers, taking into account the 95% confidence interval. The distribution of the passengers participating in the research according to their demographic characteristics is given in Table\u0026nbsp;\u003cspan refid=\"Tab1\" class=\"InternalRef\"\u003e1\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab1\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 1\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eDemographic Characteristics of Passengers\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"4\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eDemographics\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003e%\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003e\u003cb\u003eGender\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eMale\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e384\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e67,4\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eWoman\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e32,6\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e\u003cb\u003eAge\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e18\u0026ndash;25 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e58\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e10,2\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e26\u0026ndash;30 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e85\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e14,9\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e31\u0026ndash;35 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e118\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e20,7\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e36\u0026ndash;40 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e123\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e21,6\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e41 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e32,6\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e\u003cb\u003eEducation Status\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eHigh School and Below\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e119\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e20,9\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eAssociate\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e44\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e7,7\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eLicense\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e282\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e49,5\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eMaster\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e125\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e21,9\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e\u003cb\u003eTravel Frequency\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eOnce a Week \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e169\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e29,6\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eOnce a Month \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e167\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e29,3\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003eOnce a Year \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e234\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e41,1\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e\u003cb\u003eTotal\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e\u0026nbsp;\u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e\u003cb\u003e570\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e\u003cb\u003e100\u003c/b\u003e\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eA total of 570 passengers participated in the research. 67.4% of passengers were men and 32.6% were women. 10.2% of passengers were aged 18\u0026ndash;25, 14.9% were aged 26\u0026ndash;30, 20.7% were aged 31\u0026ndash;35, 21.6% were aged 36\u0026ndash;40, and 32.6% were aged 41 and over. When viewed according to their educational status; 20.9% have high school or less, 7.7% have associate degree, 49.5% have undergraduate and 21.9% have graduate degrees. 29.6% of the passengers stated that they travel by air 1 or more times a week, 29.3% 1 or more times a month, and 41.1% 1 or more times a year.\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec9\" class=\"Section2\"\u003e \u003ch2\u003e3.3. Data Collection Method and Analysis\u003c/h2\u003e \u003cp\u003eThis study is a quantitative research employing a relational survey model. Data were collected using a face-to-face survey technique. The questionnaire included items on demographic characteristics, customer experience and repeat preference intention. The Customer Experience Scale, consisting of 7 items and one dimension, was used to measure passengers\u0026rsquo; customer experience. The scale was adapted from the work of Tavşan and Erdem (2021), who reported the following fit indices for the original scale: χ\u0026sup2;=16.9; df\u0026thinsp;=\u0026thinsp;14; CFI\u0026thinsp;=\u0026thinsp;0.99; IFI\u0026thinsp;=\u0026thinsp;0.99; SRMR\u0026thinsp;=\u0026thinsp;0.02. To measure intention to prefer again, 3 items adapted from Akkaya\u0026rsquo;s (\u003cspan citationid=\"CR5\" class=\"CitationRef\"\u003e2024\u003c/span\u003e) study were used. Akkaya (\u003cspan citationid=\"CR5\" class=\"CitationRef\"\u003e2024\u003c/span\u003e) reported a KMO value of 0.738 and a total variance explained of 91.13%, with a reliability coefficient of 0.951.\u003c/p\u003e \u003cp\u003eThe data collected from passengers using Istanbul Airport were analysed using SPSS 22 and AMOS 22. First, the validity and reliability of the scales were examined. Confirmatory factor analysis (CFA) was used to assess structural validity and Cronbach\u0026rsquo;s alpha was used to evaluate internal consistency. Kurtosis and skewness values were examined to determine whether scale data were normally distributed. Descriptive statistics were then computed to summarise levels of customer experience and intention to prefer again. In the third stage, passengers\u0026rsquo; customer experience and intention to prefer again were compared in terms of demographic characteristics. In this context, the independent-samples t-test was used for comparisons between two groups, and one-way ANOVA was used for comparisons across more than two groups. In the final stage, the effect of customer experience on repeat choice intention was analysed using path analysis within a structural equation modelling framework.\u003c/p\u003e \u003cp\u003eIn line with recommendations in the literature, the assessment of the measurement model should also include additional validity checks, such as composite reliability (CR), average variance extracted (AVE) and tests for discriminant validity, as well as an examination of potential common method bias given the use of self-report survey data. These additional analyses can be reported to further strengthen the robustness of the findings.\u003c/p\u003e \u003c/div\u003e"},{"header":"4. RESULTS","content":"\u003cp\u003eIn this part of the study; The statistical results of the data collected from passengers using Istanbul Airport were reported.\u003c/p\u003e \u003cdiv id=\"Sec11\" class=\"Section2\"\u003e \u003ch2\u003e4.1. Validity and Reliability Findings\u003c/h2\u003e \u003cp\u003eIn the study, CFA was performed to test the structural validity of customer experience and repeat intention scales. The fit of the measurement model was assessed through the chi-square fit test (χ\u0026sup2;/sd), Goodness-of-Fit Index (GFI), Tucker-Lewis Index (TLI), Comparative Fit Index (CFI), and Approximate Mean Square Value of Error (RMSEA) values. For acceptance of model fit, χ\u0026sup2;/sd is expected to be 5 or below, GFI is expected to be 0.85 and above, and TLI and CFI values are expected to be 0.90 and above. In addition, the RMSEA value must be 0.08 or lower (Schumacker and Lomax, \u003cspan citationid=\"CR38\" class=\"CitationRef\"\u003e2004\u003c/span\u003e: 81\u0026ndash;84; Byrne, \u003cspan citationid=\"CR20\" class=\"CitationRef\"\u003e2010\u003c/span\u003e: 73\u0026ndash;84; Meydan and Şeşen, \u003cspan citationid=\"CR31\" class=\"CitationRef\"\u003e2011\u003c/span\u003e: 31\u0026ndash;37). CFA results for the Customer Experience Scale are shown in Fig.\u0026nbsp;\u003cspan refid=\"Fig1\" class=\"InternalRef\"\u003e1\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003c/p\u003e \u003cp\u003eThe compliance criteria of the customer experience scale were determined as χ2/sd\u0026thinsp;=\u0026thinsp;2.206, GFI\u0026thinsp;=\u0026thinsp;0.985, TLI\u0026thinsp;=\u0026thinsp;0.997, CFI\u0026thinsp;=\u0026thinsp;0.998 and RMSEA\u0026thinsp;=\u0026thinsp;0.046 and it was decided that the scale was structurally valid. Within the framework of the measurement model, firstly, the significance levels of the t values of the observed variables were checked. In this context, it was noted that if the t-values were greater than 1.96, the latent variable explained the observed variable statistically at the significance level of 0.05, and if it was greater than 2.56, it was noted whether it was at the significance level of 0.01 (B\u0026uuml;y\u0026uuml;kyılmaz, \u003cspan citationid=\"CR19\" class=\"CitationRef\"\u003e2013\u003c/span\u003e, p. 216). Then, factor load values were checked. Hair et al. (2014) reported that if the item factor load values are between 0.30\u0026ndash;0.40, they meet the minimum level for interpretation, when it is 0.50 or greater, it is considered significant in practice, and if it exceeds 0.70, it is an indicator of a well-defined structure. The findings regarding the observed variables of the customer experience scale are shown in Table\u0026nbsp;\u003cspan refid=\"Tab2\" class=\"InternalRef\"\u003e2\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab2\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 2\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eCFA Results for the Customer Experience Scale\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"4\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eFactor Load\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003eStandard Error\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003et-Value\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e4.This airline always listens to me\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,972\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e-\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e-\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e3.This airline makes me happy in every way\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,985\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,013\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e79,134\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e2.This airline never embarrasses me\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,989\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,012\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e82,780\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e1.This airline company will never victimize me\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,961\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,015\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e62,849\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e5.This airline always understands me\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,981\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,013\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e75,867\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e6.This airline values me quite a lot\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,974\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,014\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e70,388\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e7.This airline fits my values very well\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,962\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,016\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e63,512\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"4\"\u003e**p\u0026thinsp;\u0026lt;\u0026thinsp;0,01\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eIn CFA, firstly, the significance of the expressions was examined with the t-value. In this context, it was determined that the t-values of the expressions were above 2.56\u0026thinsp;\u0026plusmn;\u0026thinsp;and were significant at the level of 0.01 (Anderson and Gerbing, 1988, p. 412). As seen in Table\u0026nbsp;\u003cspan refid=\"Tab2\" class=\"InternalRef\"\u003e2\u003c/span\u003e; It was determined that the factor loads related to the scale varied between 0.96\u0026ndash;0.98. It was determined that they showed a well-defined structure because their factor load exceeded 0.70 (Hair et al., 2014, p. 115).\u003c/p\u003e \u003cp\u003eIn line with the data collected from passengers using Istanbul Airport, DFA was applied to the Re-Preference Scale. The DFA model output is as shown in Fig.\u0026nbsp;\u003cspan refid=\"Fig2\" class=\"InternalRef\"\u003e2\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003c/p\u003e \u003cp\u003eThe fit criteria for the intention to choose again scale were determined as χ2/sd\u0026thinsp;=\u0026thinsp;2.341, GFI\u0026thinsp;=\u0026thinsp;0.997, TLI\u0026thinsp;=\u0026thinsp;0.998, CFI\u0026thinsp;=\u0026thinsp;0.999 and RMSEA\u0026thinsp;=\u0026thinsp;0.049 and it was decided that the scale was structurally valid. Within the framework of the measurement model, firstly, the significance levels of the t values and factor loads of the observed variables were checked. The findings regarding the observed variables of the scale are given in Table\u0026nbsp;\u003cspan refid=\"Tab3\" class=\"InternalRef\"\u003e3\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab3\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 3\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eCFA Results for the Intention to Prefer Again Scale\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"4\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eFactor Load\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003eStandard Error\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003et-Value\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e1.I would like to choose this airline company again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,940\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e-\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e-\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e2.I would like to come back to this airline\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,927\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,015\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e10,985\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003e3.I intend to choose this airline company again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e0,908\u003csup\u003e**\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c3\"\u003e \u003cp\u003e0,016\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e12,111\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"4\"\u003e**p\u0026thinsp;\u0026lt;\u0026thinsp;0,01\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eAs a result of CFA, it was determined that the t-values of the scale expressions were above 2.56\u0026thinsp;\u0026plusmn;\u0026thinsp;and significant at the level of 0.01 (Anderson and Gerbing, 1988, p. 412). It was determined that the factor loadings related to the scale varied between 0.90\u0026ndash;0.94. Since the factor loads exceeded 0.70, it was decided that they showed a well-defined structure (Hair et al., 2014, p. 115).\u003c/p\u003e \u003cp\u003eThe reliability of the scales was analyzed depending on the structure obtained in CFA. In general, the lowest accepted value for Cronbach's Alpha statistic is expressed as 0.70 (Tavşancıl, \u003cspan citationid=\"CR44\" class=\"CitationRef\"\u003e2010\u003c/span\u003e, p. 29). In addition, it is evaluated whether the scale data meet the parametric test conditions. As stated in the literature, it was noted that kurtosis and skewness values should be between \u0026minus;\u0026thinsp;1.5 and +\u0026thinsp;1.5 (Tabachnick and Fidell, 2013). Table\u0026nbsp;\u003cspan refid=\"Tab4\" class=\"InternalRef\"\u003e4\u003c/span\u003e shows the reliability and normality test results of the scales.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab4\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 4\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eReliability and Normality Findings\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"5\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eNumber of Articles\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003eα\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eSkew\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eKurtosis\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c2\"\u003e \u003cp\u003e7\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e0,983\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e-0,763\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,790\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c2\"\u003e \u003cp\u003e3\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e0,947\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c4\"\u003e \u003cp\u003e-0,950\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,636\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eThe Cronbach Alpha coefficient of the Customer Experience Scale was 0.983 and the coefficient of the Intention to Re-Opt Scale was 0.947. Therefore, it was decided that the reliability coefficients were above 0.70 and highly reliable (Akg\u0026uuml;l and \u0026Ccedil;evik, \u003cspan citationid=\"CR4\" class=\"CitationRef\"\u003e2003\u003c/span\u003e). In addition, it was determined that the kurtosis and skewness values of the data of both scales were between \u0026minus;\u0026thinsp;1.5 and +\u0026thinsp;1.5 values and conformed to the normal distribution (Tabachnick and Fidell, 2013). In addition to Cronbach\u0026rsquo;s alpha and the examination of kurtosis and skewness, further evidence of construct validity can be provided by reporting composite reliability (CR) and average variance extracted (AVE) values, as well as assessing discriminant validity between customer experience and intention to prefer again. Including these indicators in future reporting would align the measurement model with widely accepted structural equation modelling practices and provide a more comprehensive evaluation of the scales used in the study.\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec12\" class=\"Section2\"\u003e \u003ch2\u003e4.2. Findings on Customer Experience and Intention to Choose Again\u003c/h2\u003e \u003cp\u003eAfter structural validity and reliability, descriptive analyses were made to decide the experience levels of the passengers and their intention to choose again. In this context, arithmetic means were used and the averages were interpreted by taking into account the value ranges \"1.00-1.80\u0026thinsp;=\u0026thinsp;strongly disagree, 1.81\u0026ndash;2.60\u0026thinsp;=\u0026thinsp;disagree, 2.61\u0026ndash;3.40\u0026thinsp;=\u0026thinsp;partially agree, 3.41\u0026ndash;4.20\u0026thinsp;=\u0026thinsp;agree and 4.21-5.00\u0026thinsp;=\u0026thinsp;strongly agree\" (\u0026Ouml;zdamar, \u003cspan citationid=\"CR34\" class=\"CitationRef\"\u003e2001\u003c/span\u003e).\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab5\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 5\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eFindings on Descriptive Statistics\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"6\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c6\" colnum=\"6\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003eMin.\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eMax.\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eAverage\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c6\"\u003e \u003cp\u003eSS\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c2\"\u003e \u003cp\u003e570\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e1,00\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e5,00\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e3,527\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\"\u003e \u003cp\u003e1,444\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c2\"\u003e \u003cp\u003e570\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e1,00\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e5,00\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e3,911\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\"\u003e \u003cp\u003e1,013\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eAs seen in Table\u0026nbsp;\u003cspan refid=\"Tab5\" class=\"InternalRef\"\u003e5\u003c/span\u003e; it was determined that the passengers traveling by air had a positive experience with the airline company they preferred (X̄=3.52) and they considered choosing the company again (X̄=3.91).\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec13\" class=\"Section2\"\u003e \u003ch2\u003e4.3. Findings on Divergence Analysis\u003c/h2\u003e \u003cp\u003eIn this part of the study; the experiences of passengers traveling by airline and their intention to choose the airline company again were compared in terms of demographic characteristics. Independent Sample T test and One-Way ANOVA tests were used for comparison. In this context, the results of the comparison made for gender are shown in Table\u0026nbsp;\u003cspan refid=\"Tab6\" class=\"InternalRef\"\u003e6\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab6\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 6\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eComparison Results by Gender\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"7\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c6\" colnum=\"6\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c7\" colnum=\"7\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eGender\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eX̄\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eSS\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c6\"\u003e \u003cp\u003et\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c7\"\u003e \u003cp\u003ep\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e Male\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e384\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,884\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,035\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003e7,553\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e Woman\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e2,790\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,839\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e Male\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e384\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,982\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,951\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003e2,279\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"1\" rowspan=\"2\"\u003e \u003cp\u003e\u003cb\u003e0,023\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e Woman\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,765\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,120\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"7\"\u003e\u003csup\u003e*\u003c/sup\u003ep\u0026thinsp;\u0026lt;\u0026thinsp;0,05\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eIt was determined that there was a significant difference between the experiences of the male and female passengers participating in the study (t\u0026thinsp;=\u0026thinsp;7.553; p\u0026thinsp;=\u0026thinsp;0.000) and their intention to choose again (t\u0026thinsp;=\u0026thinsp;2.279; p\u0026thinsp;=\u0026thinsp;0.023). Based on the t and arithmetic means of the scales; It can be said that male passengers have a better experience and tend to choose the airline in question again.\u003c/p\u003e \u003cp\u003eThe experiences of passengers traveling by air and their intention to choose again were compared in terms of their age. The results of the analysis are given in Table\u0026nbsp;\u003cspan refid=\"Tab7\" class=\"InternalRef\"\u003e7\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab7\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 7\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eComparison Results by Age\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"8\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c6\" colnum=\"6\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c7\" colnum=\"7\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c8\" colnum=\"8\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eDeğişkenler\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eAge\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eX̄\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eSS\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c6\"\u003e \u003cp\u003eF\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c7\"\u003e \u003cp\u003ep\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c8\"\u003e \u003cp\u003eTukey\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e 18\u0026ndash;25 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e58\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e2,972\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,714\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e59,537\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;1,5\u003c/p\u003e \u003cp\u003e3\u0026thinsp;\u0026gt;\u0026thinsp;1,5\u003c/p\u003e \u003cp\u003e4\u0026thinsp;\u0026gt;\u0026thinsp;1,5\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e 26\u0026ndash;30 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e85\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,490\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,507\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3.\u003c/b\u003e 31\u0026ndash;35 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e118\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,118\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,845\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e4.\u003c/b\u003e 36\u0026ndash;40 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e123\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,047\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,856\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e5.\u003c/b\u003e 41 Years \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e2,541\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,599\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e 18\u0026ndash;25 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e58\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,465\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,654\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e23,934\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"4\" rowspan=\"5\"\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;1,4,5\u003c/p\u003e \u003cp\u003e3\u0026thinsp;\u0026gt;\u0026thinsp;1,4,5\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e 26\u0026ndash;30 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e85\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,502\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,508\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3.\u003c/b\u003e 31\u0026ndash;35 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e118\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,322\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,920\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e4.\u003c/b\u003e 36\u0026ndash;40 Years\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e123\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,856\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,167\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e5.\u003c/b\u003e 41 Years \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e186\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,557\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,010\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"8\"\u003e\u003csup\u003e*\u003c/sup\u003ep\u0026thinsp;\u0026lt;\u0026thinsp;0,05\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eThe experience level of the passengers (F\u0026thinsp;=\u0026thinsp;59,537; p\u0026thinsp;=\u0026thinsp;0,000) and their desire to choose again (F\u0026thinsp;=\u0026thinsp;23,934; p\u0026thinsp;=\u0026thinsp;0,000) differed significantly depending on their age. Accordingly; It has been determined that passengers between the ages of 26\u0026ndash;40 have more travel experience than those aged 18\u0026ndash;25 and 41 and over. On the other hand, it was determined that those aged 26\u0026ndash;35 were more likely to prefer the company they traveled with than those aged 18\u0026ndash;25 and 36 and over.\u003c/p\u003e \u003cp\u003eThe difference between passengers' flight experience and their intention to choose the airline again was examined for their educational status. Relevant findings are shown in Table\u0026nbsp;\u003cspan refid=\"Tab8\" class=\"InternalRef\"\u003e8\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab8\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 8\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eComparison Results by Educational Status\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"8\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c6\" colnum=\"6\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c7\" colnum=\"7\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c8\" colnum=\"8\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eEducation Status\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eX̄\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eSS\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c6\"\u003e \u003cp\u003eF\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c7\"\u003e \u003cp\u003ep\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c8\"\u003e \u003cp\u003eTukey\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e High School and Below\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e119\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,117\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,841\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e62,944\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e1\u0026thinsp;\u0026gt;\u0026thinsp;3\u003c/p\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;1,3,4\u003c/p\u003e \u003cp\u003e4\u0026thinsp;\u0026gt;\u0026thinsp;3\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e Associate\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e44\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,918\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,305\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3.\u003c/b\u003e License\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e282\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e2,831\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,593\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e4.\u003c/b\u003e Master\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e125\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,046\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,849\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1.\u003c/b\u003e High School and Below\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e119\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,352\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,922\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e19,244\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"3\" rowspan=\"4\"\u003e \u003cp\u003e1\u0026thinsp;\u0026gt;\u0026thinsp;3,4\u003c/p\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;3,4\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003e Associate\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e44\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,454\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,547\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3.\u003c/b\u003e License\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e282\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,660\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,943\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e4.\u003c/b\u003e Master\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e125\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,866\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,162\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"8\"\u003e\u003csup\u003e*\u003c/sup\u003ep\u0026thinsp;\u0026lt;\u0026thinsp;0,05\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eUndergraduate graduates of high school and lower level passengers participating in the research; It was determined that associate degree graduates had a better travel experience than all other passengers and graduate graduates had a better travel experience than undergraduate graduates (F\u0026thinsp;=\u0026thinsp;62,944; p\u0026thinsp;=\u0026thinsp;0,000). However, it was determined that high school and below and associate degree graduates thought of choosing the same airline company more than both undergraduate and graduate graduates (F\u0026thinsp;=\u0026thinsp;19.244; p\u0026thinsp;=\u0026thinsp;0.000).\u003c/p\u003e \u003cp\u003eThe difference between the flight experience of the passengers and their intention to choose the airline again was analyzed in terms of the frequency of their travel with the airline. The findings are given in Table\u0026nbsp;\u003cspan refid=\"Tab9\" class=\"InternalRef\"\u003e9\u003c/span\u003e.\u003c/p\u003e \u003cp\u003e \u003cdiv class=\"gridtable\"\u003e\u003ctable float=\"Yes\" id=\"Tab9\" border=\"1\"\u003e \u003ccaption language=\"En\"\u003e \u003cdiv class=\"CaptionNumber\"\u003eTable 9\u003c/div\u003e \u003cdiv class=\"CaptionContent\"\u003e \u003cp\u003eComparison Results by Frequency of Traveling by Air\u003c/p\u003e \u003c/div\u003e \u003c/caption\u003e \u003ccolgroup cols=\"8\"\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c1\" colnum=\"1\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c2\" colnum=\"2\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c3\" colnum=\"3\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c4\" colnum=\"4\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c5\" colnum=\"5\"\u003e\u003c/div\u003e \u003cdiv align=\"char\" char=\".\" class=\"colspec\" colname=\"c6\" colnum=\"6\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c7\" colnum=\"7\"\u003e\u003c/div\u003e \u003cdiv align=\"left\" class=\"colspec\" colname=\"c8\" colnum=\"8\"\u003e\u003c/div\u003e \u003cthead\u003e \u003ctr\u003e \u003cth align=\"left\" colname=\"c1\"\u003e \u003cp\u003eVariables\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c2\"\u003e \u003cp\u003eTravel Frequency\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c3\"\u003e \u003cp\u003en\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c4\"\u003e \u003cp\u003eX̄\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c5\"\u003e \u003cp\u003eSS\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c6\"\u003e \u003cp\u003eF\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c7\"\u003e \u003cp\u003ep\u003c/p\u003e \u003c/th\u003e \u003cth align=\"left\" colname=\"c8\"\u003e \u003cp\u003eTukey\u003c/p\u003e \u003c/th\u003e \u003c/tr\u003e \u003c/thead\u003e \u003ctbody\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003eCustomer Experience\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1\u003c/b\u003e.Once a Week \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e169\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,280\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,841\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e59,632\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e\u003cb\u003e0,000\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e1\u0026thinsp;\u0026gt;\u0026thinsp;2,3\u003c/p\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;3\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003eOnce a Month \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e167\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,714\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,356\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3\u003c/b\u003e.Once a Year \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e234\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e2,855\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,542\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c1\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003eIntention to Prefer Again\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e1\u003c/b\u003e.Once a Week \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e169\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,071\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,977\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c6\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e7,109\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c7\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e\u003cb\u003e0,001\u003c/b\u003e\u003csup\u003e\u003cb\u003e*\u003c/b\u003e\u003c/sup\u003e\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"left\" colname=\"c8\" morerows=\"2\" rowspan=\"3\"\u003e \u003cp\u003e1\u0026thinsp;\u0026gt;\u0026thinsp;3\u003c/p\u003e \u003cp\u003e2\u0026thinsp;\u0026gt;\u0026thinsp;3\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e2.\u003c/b\u003eOnce a Month \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e167\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e4,014\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e1,071\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003ctr\u003e \u003ctd align=\"left\" colname=\"c2\"\u003e \u003cp\u003e\u003cb\u003e3\u003c/b\u003e.Once a Year \u0026ge;\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c3\"\u003e \u003cp\u003e234\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c4\"\u003e \u003cp\u003e3,723\u003c/p\u003e \u003c/td\u003e \u003ctd align=\"char\" char=\".\" colname=\"c5\"\u003e \u003cp\u003e0,970\u003c/p\u003e \u003c/td\u003e \u003c/tr\u003e \u003c/tbody\u003e \u003c/colgroup\u003e \u003ctfoot\u003e \u003ctr\u003e\u003ctd colspan=\"8\"\u003e\u003csup\u003e*\u003c/sup\u003ep\u0026thinsp;\u0026lt;\u0026thinsp;0,05\u003c/td\u003e\u003c/tr\u003e \u003c/tfoot\u003e \u003c/table\u003e\u003c/div\u003e \u003c/p\u003e \u003cp\u003eAccording to the frequency of air travel, a significant difference was found between the passengers' travel experiences (F\u0026thinsp;=\u0026thinsp;59.632; p\u0026thinsp;=\u0026thinsp;0.000) and their intention to choose the same company again (F\u0026thinsp;=\u0026thinsp;7.109; p\u0026thinsp;=\u0026thinsp;0.001). In this context; From other passengers traveling 1 time or more a week; It has been determined that those who travel 1 or more times a month have a better travel experience than those who travel 1 time a year. Accordingly, it has been revealed that weekly and monthly travelers tend to prefer existing airlines more than annual travelers.\u003c/p\u003e \u003c/div\u003e \u003cdiv id=\"Sec14\" class=\"Section2\"\u003e \u003ch2\u003e4.4. Findings on Path Analysis\u003c/h2\u003e \u003cp\u003eAs a result of the path analysis, the goodness-of-fit values of the model (χ\u0026sup2;/sd\u0026thinsp;=\u0026thinsp;1.332, GFI\u0026thinsp;=\u0026thinsp;0.984, TLI\u0026thinsp;=\u0026thinsp;0.999, CFI\u0026thinsp;=\u0026thinsp;0.999 and RMSEA\u0026thinsp;=\u0026thinsp;0.024) were found to be acceptable. When the effect between the variables in Fig.\u0026nbsp;\u003cspan refid=\"Fig3\" class=\"InternalRef\"\u003e3\u003c/span\u003e is examined, customer experience has a positive standardised effect of β\u0026thinsp;=\u0026thinsp;0.524 on intention to prefer again, supporting H1. This result indicates that higher levels of customer experience are associated with stronger repeat choice intentions among airline passengers. Reporting the explained variance (R\u0026sup2;) in intention to prefer again would further clarify how much of the variability in passengers\u0026rsquo; repeat choice intentions is accounted for by customer experience.\u003c/p\u003e \u003cp\u003e \u003c/p\u003e \u003cp\u003eAs a result of the path analysis; the goodness-of-fit values of the model (χ2/sd\u0026thinsp;=\u0026thinsp;1.332, GFI\u0026thinsp;=\u0026thinsp;0.984, TLI\u0026thinsp;=\u0026thinsp;0.999, CFI\u0026thinsp;=\u0026thinsp;0.999 and RMSEA\u0026thinsp;=\u0026thinsp;0.024) were found to be acceptable. When we look at the effect between the variables in Fig.\u0026nbsp;\u003cspan refid=\"Fig3\" class=\"InternalRef\"\u003e3\u003c/span\u003e; β\u0026thinsp;=\u0026thinsp;0.524 units of positive effect. Therefore, it can be said that the experience of the passengers during the trip positively affected their intention to choose the same company again by 0.524 units.\u003c/p\u003e \u003cp\u003e \u003cb\u003eRESULT\u003c/b\u003e \u003c/p\u003e \u003cp\u003ePassenger travel behaviour is shaped by multiple factors. Understanding these factors and responding effectively requires identifying the motivations that drive individuals to travel and the reasons for choosing a particular transport provider (Dwyer et al., \u003cspan citationid=\"CR23\" class=\"CitationRef\"\u003e2009\u003c/span\u003e: 63). Determining passengers\u0026rsquo; intention to choose a company again is essential not only for the air transport sector but also for the development of services that meet passengers\u0026rsquo; needs and expectations (Bansal and Eiselt, 2004: 388). Passengers provide positive or negative feedback based on their flight experience, and the airlines they prefer may be those that best meet their own needs as well as those of their families and social environment. Over time, passengers tend to return to airlines that provide them with consistently good experiences and can become loyal customers. The findings of this study confirm that customer experience has a strong impact on repeat choice intention and therefore should be positioned as a central element in airline and airport service strategies.\u003c/p\u003e \u003cp\u003eThe results show that passengers travelling by air through Istanbul Airport generally report positive experiences with their preferred airline and express a high intention to choose the same airline again. Demographic variables such as age, gender and education level, as well as travel frequency, influence both experience and behavioural intentions, which is consistent with previous research suggesting that passenger segments differ in expectations and evaluations (Akşit-Aşık, \u003cspan citationid=\"CR7\" class=\"CitationRef\"\u003e2020\u003c/span\u003e: 1748). In this study, male passengers reported better experiences and a stronger tendency to choose the airline again. Passengers aged 26\u0026ndash;40 had more favourable travel experiences than those aged 18\u0026ndash;25 and 41 and over, and passengers aged 26\u0026ndash;35 displayed higher repeat choice intentions than younger and older groups. In terms of education level, high school and below and associate degree graduates reported more positive experiences and higher repeat intentions than undergraduate and graduate degree holders. Furthermore, weekly and monthly flyers had better travel experiences and stronger intentions to choose the same airline again than passengers who travelled once a year. These patterns suggest that frequent flyers and certain demographic groups form especially valuable segments for airlines operating at Istanbul Airport.\u003c/p\u003e \u003cp\u003eFrom a transport policy and management perspective, these findings have several implications. First, improving customer experience can be an effective tool for enhancing passenger retention and supporting the competitiveness of Istanbul Airport as a regional hub. Airlines and airport operators can design differentiated service strategies for specific passenger segments identified in this study. For example, targeted loyalty programmes and tailored communication strategies could be developed for frequent flyers, who report more positive experiences and higher repeat intentions. Similarly, service improvements aimed at highly educated passengers\u0026mdash;who appear to be more critical\u0026mdash;may help reduce the risk of switching to competing airlines. Second, regulators and policy-makers can use passenger experience indicators as part of performance measurement frameworks for airlines and airports, encouraging service providers to go beyond minimum safety and operational standards and focus on the overall quality of the passenger journey. In this way, passenger experience becomes not only a marketing outcome but also a policy-relevant measure of air transport system performance.\u003c/p\u003e \u003cp\u003eThis study was carried out at Istanbul Airport, one of the most important airports in T\u0026uuml;rkiye. Similar studies can be conducted at other airports in different regions to compare passenger experiences and repeat choice intentions across networks. Future research may also examine and compare the experiences and intentions of passengers travelling by different modes, such as air, sea and land transport. In addition, this study focused only on passengers who are Turkish citizens and who arrived at or departed from Istanbul Airport using domestic and international flights. Conducting studies with international passengers from different countries and cultural backgrounds would provide a broader perspective and fill an important gap in the literature.\u003c/p\u003e \u003c/div\u003e"},{"header":"Declarations","content":"\u003cp\u003eThe Istanbul Gelisim University Ethics Committee Directive approved the study.\u003c/p\u003e\u003ch2\u003eAuthor Contribution\u003c/h2\u003e\u003cp\u003eB.E. conceived and designed the study, developed the research model and hypotheses, collected the data, and performed the statistical analyses. B.E. interpreted the results, wrote the original draft of the manuscript, and revised it critically for intellectual content. The author read and approved the final manuscript.\u003c/p\u003e"},{"header":"References","content":"\u003col\u003e\u003cli\u003e\u003cspan\u003eAbay, Ş., \u0026Ouml;zt\u0026uuml;rk, O.: Examination of airline passengers' attitudes and intentions regarding the online services offered by airline companies during the pandemic process with the technology acceptance model. J. Aerosp. Sci. Manage. \u003cb\u003e2\u003c/b\u003e(1), 1\u0026ndash;19 (2024). \u003cspan class=\"ExternalRef\"\u003e\u003cspan class=\"RefSource\"\u003ehttps://jasam.erciyes.edu.tr/\u003c/span\u003e\u003cspan address=\"https://jasam.erciyes.edu.tr/\" targettype=\"URL\" class=\"RefTarget\"\u003e\u003c/span\u003e\u003c/span\u003e\u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan\u003eAcem, A., S\u0026uuml;nb\u0026uuml;l-Acem, D.: Determination of passengers' airline company choices by PROMETHEE method (Kahramanmaraş example). J. Dokuz Eyl\u0026uuml;l Univ. Inst. 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The study focuses on arriving and departing passengers on domestic and international routes at Istanbul Airport, a major hub in the Turkish air transport system. Because the total number of arriving and departing passengers between May and August 2025 could not be precisely determined, convenience sampling was employed and face-to-face surveys were administered to 570 passengers at a 95% confidence level. The Customer Experience Scale (7 items, one dimension) and an Intention to Prefer Again Scale (3 items) were used to measure the main constructs. Data were analysed using SPSS 22 and AMOS 22, including confirmatory factor analysis, reliability analysis, mean comparisons (t-test and one-way ANOVA), and path analysis. The findings indicate that passengers generally have positive experiences with their preferred airline and display a high intention to re-select it. Customer experience and re-selection intention differ significantly by gender, age, education level, and travel frequency. Path analysis shows that customer experience has a strong positive effect on repeat choice intention. These results highlight the importance of passenger experience management for airlines and airport operators and suggest that improving experiential attributes of air transport services can support passenger retention and strengthen the competitiveness of Istanbul Airport as an international hub.\u003c/p\u003e","manuscriptTitle":"The Impact of Airline Passengers’ Customer Experiences on Their Repeat Choice Intentions","msid":"","msnumber":"","nonDraftVersions":[{"code":1,"date":"2026-02-16 09:13:20","doi":"10.21203/rs.3.rs-8843339/v1","editorialEvents":[{"type":"communityComments","content":0}],"status":"published","journal":{"display":true,"email":"[email protected]","identity":"researchsquare","isNatureJournal":false,"hasQc":true,"allowDirectSubmit":true,"externalIdentity":"","sideBox":"","snPcode":"","submissionUrl":"/submission","title":"Research Square","twitterHandle":"researchsquare","acdcEnabled":true,"dfaEnabled":false,"editorialSystem":"","reportingPortfolio":"","inReviewEnabled":false,"inReviewRevisionsEnabled":true}}],"origin":"","ownerIdentity":"78d052d5-6716-4e35-8ee0-7de0698cb26a","owner":[],"postedDate":"February 16th, 2026","published":true,"recentEditorialEvents":[],"rejectedJournal":[],"revision":"","amendment":"","status":"posted","subjectAreas":[],"tags":[],"updatedAt":"2026-03-16T16:17:18+00:00","versionOfRecord":[],"versionCreatedAt":"2026-02-16 09:13:20","video":"","vorDoi":"","vorDoiUrl":"","workflowStages":[]},"version":"v1","identity":"rs-8843339","journalConfig":"researchsquare"},"__N_SSP":true},"page":"/article/[identity]/[[...version]]","query":{"redirect":"/article/rs-8843339","identity":"rs-8843339","version":["v1"]},"buildId":"XKTyCvWXoU3ODBz1xrDgd","isFallback":false,"isExperimentalCompile":false,"dynamicIds":[84888],"gssp":true,"scriptLoader":[]}