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Abstract


INVESTIGATION OF PERCEPTIONS ON E-SERVICE QUALITY IN TERMS OF DEMOGRAPHIC VARIABLES IN AIRLINE COMPANIES: A SURVEY ON GENERATION Y

The rapid development in internet technologies has initiated a great transformation process all over the world and companies have been forced to give importance to these technologies in order to provide faster and more efficient service. Airline companies, like all businesses, must also take care to develop and pursue e-services offered by the infrastructure of the internet in order to be successful in the global world. In light of the fact that the quality of e-service of airlines companies should be increased and therefore the measurement is important, this study was carried out in order to examine the perceptions of e-service quality of consumers born between the years 1980-2000, considered as Y generation, according to demographic variables. In this direction, a questionnaire was applied to a total of 318 participants and Mann Whitney U and Kruskal Wallis H tests that are among the non-parametric tests were applied in order to investigate the difference of the e-service quality perception according to the demographic variables in addition to the descriptive statistics obtained. According to the results of the research, there is a significant difference between the perceived e-service quality, travel frequency and purchasing tool.



Keywords
Airline Companies, Generation Y, E-Service Quality



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