Factors Affecting the Ticket Purchase Decision of Passengers Traveling Between Germany and Turkey

Year 2022, Volume: 5 Issue: 3, 256 - 273, 15.12.2022

Mira Başaran , Ebru Gözen

Abstract

Turkey is among the countries that German tourists travel to the most for years. The ease of entering the country without a visa or even with an identity card has increased the interest in the country and increased the frequency of travel. This situation has been noticed by airline companies and has increased the intense interest in the German market. In today's fiercely competitive market, airlines have to explore all possible ways and tactics that can attract customers and differentiate them from other competitors in the market. For this reason, being able to make a difference in matters such as service quality, price and various marketing activities constitutes an important issue. The online travel market has increased in recent years, online shopping has become widespread, and the influence of airline companies on their online channels has increased considerably. For this reason, the aim of the research is to reveal the effects of airline companies' digital marketing, price and service quality factors on the ticket purchase decision of the passengers. A survey was conducted on 382 passengers traveling between Germany and Turkey at Antalya International Terminal between May 2021 and March 2022. According to the logistic regression analysis results, it was determined that the variables of price and service quality had an effect on the ticket purchase decision of the passengers. However, it has been observed that digital marketing does not have a significant effect on the purchase decision. In addition, it was concluded that there is a strong relationship between "price and service quality" and "purchase decision" variables, and an increase in price and service quality variables increases the probability of making a decision. At the conclusion of the investigation, suggestions were made in light of the findings.

Keywords

Airline, Service Quality, Price, Digital Marketing, Purchase Decision

References

• Abdelhady, R. M, Fayed, H. A. K., & Fawzy, N. M. (2019). The Influence of Airlines’ Marketing Mix Elements on Passengers’ Purchasing Decision Making: The Case of FSCs and LCC. International Journal of Hospitality & Tourism Systems, 12(2), 1-16.
• Acar, Z. & Karabulak, S. (2015). Competition between Full-Service Network Carriers and Low-Cost Carriers in Turkish Airline Market. Procedia Social and Behavioral Sciences, 207, 642-651.
• Akar, E. & Kayahan C. (2007). Elektronik Ticaret ve Elektronik İş. İstanbul: Nobel Yayın Dağıtım.
• Akdeniz, E. (2021). Kabin İçi Hizmet Kalitesi Açısından Farklı Zaman Kesitlerine Yönelik Bir Karşılaştırma: En İyi Hava Yolu İşletmesinin Seçimi. Elektronik Sosyal Bilimler Dergisi, 20(17), 273-288.
• Akkuş, T. (2019). Üreten Tüketici (Prosumer). Retrieved from https://www.tolgaakkus.com/2019/10/ureten-tuketici-prosumer/
• Akoğlan-Kozak, M. & Aydın, B. (2018). Grönroos Hizmet Kalitesi Modeli: Otelcilik Alanyazını Üzerinden Bir Değerlendirme. Anatolia: Turizm Araştırmaları Dergisi, 29(2), 175-184.
• Aksoy, İ. (2017). Dijital Pazarlamada Gerçeğin Sıfır Anı Yaklaşımı Açısından Elektronik Ağızdan Ağıza İletişimin Tüketicilerin Satın Alma Davranışı ile İlişkisi ve Bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi. Marmara Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
• Al-Azzam, A. F. & Al-Mizeed, K. (2021). The Effect of Digital Marketing on Purchasing Decisions: A Case Study in Jordan. Journal of Asian Finance, Economics and Business, 8(5), 455–463. doi:10.13106/jafeb.2021.vol8.no5.0455
• Alan A. K., Kabadayı, E., & Erişke, T. (2018). İletişimin Yeni Yüzü: Dijital Pazarlama ve Sosyal Medya Pazarlaması. Elektronik Sosyal Bilimler Dergisi, 17(66), 493- 504.
• Alola, U. V., Nange, R. Y., & Öztüren, A. (2020). Investigating the factors that trigger airline industry purchase intention. Current Psychology, 41, 1716–1727.
• Altındal, M. (2013). Dijital Pazarlamada Marka Yönetimi ve Sosyal Medyanın Etkileri. Akademik Bilişim 2013 – Xv. Akademik Bilişim Konferansı Bildirileri, 23-25 Ocak 2013, Akdeniz Üniversitesi, Antalya, 1147-1151. https://ab.org.tr/ab13/kitap/altindal_AB13.pdf
• An, M. & Noh, Y. (2009). Airline Customer Satisfaction and Loyalty: Impact of in Flight Service Quality. Service Business, 3(3), 293-307.
• Anuwichanont, J. (2011). The Impact of Price Perception On Customer Loyalty In The Airline Context. Journal of Business Economics Research, 9, 37–50.
• Aral, S. et al. (2013). Social Media and Business Transformation: A Framework for Research. Information Systems Research, 24(1), 3-13. doi:10.1287/isre.1120.0470
• Armağan, E. & Gider, A. (2014). Mobil Pazarlama ve Üniversite Öğrencilerinin Mobil Pazarlama Algısı: Nazilli’deki Üniversite Öğrencilerine Yönelik Bir Araştırma. Online Academic Journal Of Information Technology, 5(17), 28-44.
• Aydın, K. & Yıldırım, S. (2012). The Measurement of Service Quality with Servqual for Different Domestic Airline Firms in Turkey. Serbian Journal of Management, 7(2), 219-230.
• Baker, D. M. (2013). Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-cost Airlines. American Journal of Tourism Research, 2(1), 67-77.
• Balcombe, K., Fraser, I., & Harris, L. (2009). Consumer Willingness to Pay for In-Flight Service and Comfort Levels: A Choice Experiment. Journal of Air Transport Management, 15(5), 221-226.
• Bari, S., Bavik, A., Ekiz, H., Hussain, K. & Toner, S. (2001). AIRQUAL: A Multiple-Item Scale for Measuring Service Quality, Customer Satisfaction, and Repurchase Intention, HOS-414 Graduation Project (Thesis), Gazimagusa: Eastern Mediterranean University, School of Tourism and Hospitality Management.
• Batı, U. (2019). Viral Marka Yönetimi ve Dijitalleşen Markalar. Marka İletişimi Tasarımı ve Uygulamaları. A. Z. Özgür (ed.). Anadolu Üniversitesi Yayını No: 3435, Eskişehir.
• Bhattacharjee, J. & Chetty, P. (2019). An overview of online consumer behavior theory and model. ProjectGuru. Retrieved from https://www.projectguru.in/online-consumer-behaviour-theory-model/
• Bitner, M. J. & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. International Business Research, 12 (6), 10-18. doi:10.5539/ibr.v3n4p72
• Bodugöz, E. N. (2019). Tüketici Satın Alma Kararında Dijital Pazarlama Etkisi̇: THY Örneği. Yayımlanmamış Yüksek Lisans Tezi. Ankara Hacı Bayram Veli Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, Ankara.
• Bulut, E. (2012). Pazarlama İletişiminde Yeni Yaklaşımlar Kapsamında Sosyal Medya Uygulamaları ve Etkili Kampanya Örnekleri. Yayınlanmamış Yüksek Lisans Tezi, İstanbul Kültür Üniversitesi Sosyal Bilimler Enstitüsü, İletişim Sanatları Anabilim Dalı, İstanbul.
• BusinessWire (2019). Keeping up With the Competitive Pricing Strategies in the Aviation Industry. Retrieved from https://www.businesswire.com/news/home/20191120005534/en/Keeping-up-With-the-Competitive-Pricing-Strategies-in-the-Aviation-Industry-Infiniti%E2%80%99s-Latest-Blog-Reveals-Some-of-the-Common-Pricing-Strategies-of-Airline-Companies
• Chaffey, D. & Ellis-Chadwick, F. (2016). Digital Marketing. (6th ed.). Strategy, Implementation and Practice. United Kingdom: Pearson Press.
• Chang, Y. H. & Yeh, C. H. (2002). A Survey Analysis of Service Quality for Domestic Airlines. European Journal of Operational Research, 139, 166–177.
• Chou, C. et al. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117-2128. doi:10.1016/j.asoc.2010.07.010
• Chua, B.L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality and price on vacationers cruise experience: moderating role of price sensitivity. International Journal of Hospitality Management, 44, 131-145. doi:10.1016/j.ijhm.2014.10.012.
• Cronin, J. & Taylor, S. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68.
• Crotts, J. C. & Magnini, V. P. (2011). The customer delight construct: is surprise essential? Annals of Tourism Research, 38(2), 719–722.
• Çalışkan, G. (2020). Dijitalleşme / Dijital Dönüşüm Nedir? Retrieved from https://binbiriz.com/blog/dijitallesme-dijital-donusum-nedir
• Çelikkol, E. S. et al. (2012). Türkiye’de İç Hatlardaki Hava Yolu Taşımacılığında Müşteri Tercihi ve Memnuniyetini Etkileyen Faktörlere Yönelik Bir Araştırma. İşletme Dergisi, 4(3), 70-81.
• DESTATIS (2021). Luftverkehr auf allen Flugplätzen 2019. Retrieved from https://www.destatis.de/DE/Themen/Branchen-Unternehmen/Transport-Verkehr/Personenverkehr/_inhalt.html#sprg239702
• Dolnicar, S., Grabler, K., Grün, B., & Kulnig, A. (2011). Key Drivers of Airline Loyalty. Tourism Management, 32, 1020-1026.
• Edelman, B. & Brandi, W. (2015). Risk, Information, and Incentives in Online Affiliate Marketing. Journal Of Marketing Research, 52(10), 1-2.
• Erdoğan, B. Z. (2019). Pazarlama İletişimi. Eskişehir: AÖF Anadolu Üniversitesi Yayınları.
• Firdausy, C. M. & Idawati, R. (2017). Effects of Service Quality, Price and Promotion on Customers’ Purchase Decision of Traveloka Online Airline Tickets in Jakarta, Indonesia. International Journal of Management Science and Business Administration, 3(2), 42-49. doi:10.18775/ijmsba.1849-5664-5419.2014.32.1004
• Gedik, Y. (2020). Bağlı Kuruluş Pazarlaması: Kavramsal Bir Çerçeve. Yorum-Yönetim-Yöntem Uluslararası Yönetim-Ekonomi ve Felsefe Dergisi, 8(2), 95-110.
• Gnanlet, A. & Yayla-Kullu, H. M. (2013). Impact of International Presence on Service Supply Chain Quality. Int’l J Supply Chain Management, 12 (3), 1-9.
• Graefe, L. (2020). Reiseverhalten der Deutschen. Retrieved from https://de.statista.com/themen/1342/reiseverhalten-der-deutschen/
• Graefe, L. (2021). Online-Buchungen von Flug Pauschalreisen nach Zielflughafen bis 2019. Retrieved from https://de.statista.com/statistik/daten/studie/154548/umfrage/top-zielflughaefen-bei-online-reisebuchungen/
• Grönroos, C. (1982). Strategic Management and Marketing in the Service Sector. London: Chartwell-Bratt.
• Gülkanat, M. (2019). Hava Yolu Şirketlerinde Hizmet Kalitesi ve Yolcuların Satın Alma Kararları Üzerindeki Etkisi: Yerli Yolculara Yönelik bir Araştırma. Yayımlanmamış Yüksek Lisans Tezi. İstanbul Okan Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, İstanbul.
• Haddad, E. R. (2019). Exploring Service Quality of Low-Cost Airlines. Services Marketing Quarterly, 40(4), 301-315. doi:10.1080/15332969.2019.1665901
• Han, W. (2021). Purchasing Decision-Making Process of Online Consumers Based on the Five-Stage Model of the Consumer Buying Process. Advances in Social Science, Education and Humanities Research, 586, 545-548.
• Henderson, I. L., Tsui, K. H., Ngo, T., Gilbey, A. and Avis, M. (2019). Airline Brand Choice in a Duopolistic Market: The Case of New Zealand. Transportation Research, Part A, 121, 147-163.
• Hosmer, D. W., Lemeshow, S. & Sturdivant, R. X. (2013). Model-Building Strategies and Methods for Logistic Regression. In: Hosmer DW, Lemeshow S, Sturdivant RX, editors. Applied Logistic Regression. 3rd ed. New York: Wiley, p. 89–151.
• Huang, Y. K. (2010). The Effect of Airline Service Quality on Passengers’ Behavioral Intentions Using SERVQUAL: A Taiwan Case Study. Journal of the Eastern Asia Society for Transportation Studies, 8, 2330-2343.
• Hwang, J., Park, S., & Woo, M. (2018). Understanding user experiences of online travel review websites for hotel booking behaviours: An investigation of a dual motivation theory. Asia Pacific Journal of Tourism Research, 23(4), 359-372. doi:10.1080/10941665.2018.1444648
• IATA. Air Passenger Numbers to Recover in 2024. Retrieved from https://www.iata.org/en/pressroom/2022-releases/2022-03-01-01/
• IATA. Economic Performance of the Airline Industry. International Air Transport Association. Retrieved from https://www.iata.org/en/publications/economics/?Search=&EconomicsL1=149&EconomicsL2=150#searchForm
• Kalemba, N. & Campa-Planas, F. (2016). An Overview of the Quality Concept in the Air Transportation Business: A Systematic Literature Review. International Journal for Quality Research, 11(1), 51–70. doi:10.18421/IJQR11.01-04.
• Kalyoncuoğlu, Y. (2021). Türkiye, salgın koşullarına rağmen 2020’de ve 2021’in ilk iki ayında 17 milyondan fazla turist ağırladı. Retrieved from https://www.aa.com.tr/tr/turkiye/turkiye-salgin-kosullarina-ragmen-2020de-ve-2021in-ilk-iki-ayinda-17-milyondan-fazla-turist-agirladi/2213246
• Kaplanidou, K. & Vogt, C. A. (2006). A Structural Analysis of Destination Travel Intentions as a Function of Web Site Features. Journal of Travel Research, 45(2), 204-216. doi:10.1177/0047287506291599
• Karaağaoğlu, N. (2020). Türkiye’de Havayolu Şirketlerinin Tanıtım Çalışmalarının Yolcuların Karar Verme Sürecine Etkisi. Yayımlanmamış Doktora Tezi. İstanbul Maltepe Üniversitesi, Halkla İlişkiler ve Tanıtım Anabilim Dalı, İstanbul.
• Kılıç, S. (2016). Cronbach’ın Alfa Güvenirlik Katsayısı. Journal of Mood Disorders, 6(1), 47-48.
• Kim, Y. K. & Lee, H. R. (2011). Customer Satisfaction Using Low-Cost Carriers. Tourism Management, 32(2): 235-243. doi:10.1016/j.tourman.2009.12.008
• Kleinbaum, D. G. (1994). Logistic Regression: A Self-Learning Text. New York: Springer-Verlag.
• Knoblich, S., Martin, A., Nash, R., & Stansbie, P. (2017). Keys to Success in Social Media Marketing (SMM) – Prospects for the German Airline Industry. Tourism and Hospitality Research, 17(2), 147–164.
• Knorr, A. & Zigova, S. (2004). Competitive Advantage Through Innovative Pricing Strategies: The Case of the Airline Industry. Berichte aus dem Weltwirtschaftlichem Colloquim der Universität Bremen, Institute for World Economics and International Management, 93.
• Koklic, K. M., Kukar-Kinney, M., & Vegelj, S. (2017). An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80, 188–196. doi:10.1016/j.jbusres.2017.05.015
• Korkmaz, S., Eser, Z., Öztürk, S. A., & Işın, B. (2009). Pazarlama: Kavramlar-İlkeler-Kararlar. Ankara: Siyasal Kitabevi.
• Korkmaz, H., Gırıtlıoğlu, İ., & Avcıkurt, C. (2015). Havayolları İç Hatlarda Algılanan Hizmet Kalitesinin Müşteri Memnuniyeti ve Tekrar Satın Alma Davranışına Etkisi. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(2), 248-265.
• Kotler, P. & Bliemel, F. (2001). Marketing-Management. Stuttgart: SchafferPoeschel Verlag.
• Kotler, P. & Armstrong, G. (2012). Principles of Marketing. (14th ed.). London: Pearson College.
• Krösmann, C. (2014). 34 Millionen Deutsche buchen ihre Reise im Internet. Retrieved from https://www.bitkom.org/Presse/Presseinformation/34-Millionen-Deutsche-buchen-ihre-Reise-im-Internet.html
• Lamb, C. W. (2009). Marketing. Toronto: Nelson Education Limited.
• Leblebicioğlu, B. & Bilgen, İ. (2019). Tüketicilerin Fiyat Algılamalarının İndirim Marketlerinden Satın Alma Niyetleri Üzerindeki Etkisi. İstanbul Gelişim Üniversitesi, Sosyal Bilimler Dergisi, 6, 141-154. doi: http://dx.doi.org/10.17336/igusbd.609121
• Lien, N. H., & Kao, S. L. (2008). The effects of service quality dimensions on customer satisfaction across different service types: Alternative differentiation as a moderator. Advances in Consumer Research, 35, 522–526.
• Loureiro, S. M. C. & Fialho, A. F. (2016) The Role of Intrinsic In-Flight Cues in Relationship Quality and Behavioural Intentions: Segmentation in less Mindful and Mindful Passengers. Journal of Travel & Tourism Marketing, 1-15. doi:10.1080/10548408.2016.1251871
• Lovelock, C. H. & Wright, L. (2002). Principles of Service Marketing and Management. (2nd ed.) New Jersey: Prentice Hall.
• Martínez-Garcia, E., Ferrer-Rosell B., & Coenders, G. (2012). Trip Characteristics and Dimensions of Internet Use for Transportation, Accommodation, and Activities Undertaken at Destination. Journal of Hospitality Marketing & Management, 25(4), 498-511. doi:10.1080/19368623.2015.1034827
• McAfee, R. P. (2002). Competitive Solutions: The Strategist's Toolkit. New Jersey: Princeton University Press.
• Medina, C. A. et al. (2020). The Processing of Price During Purchase Decision Making: Are there Neural Differences among Prosocial and Non-Prosocial Consumers? Journal of Cleaner Production, 271(2), 122648. doi:10.1016/j.jclepro.2020.122648
• MFA (Ministry of Foreign Affairs). Yabancıların Tabi Olduğu Vize Rejimi. Retrieved from https://www.mfa.gov.tr/yabancilarin-tabi-oldugu-vize-rejimi.tr.mfa
• Muruganandam, C. (2016). Social Media Monthly Active Users for 2016 [Infographic] - Business 2 Community. Retrieved from https://www. business2community.com/infographics/social-media-monthly-active-users2016-infographic-01437877
• Nielsen, J. (2000). Designing web usability. Indianapolis: New Riders Publishing.
• Odabaşı, Y. & Barış, G. (2002). Tüketici Davranışı. (2. Baskı). İstanbul: MediaCat Yayıncılık.
• Oumayma, B. (2020). Social Media Made Me Buy It: The Impact of Social Media on Consumer Purchasing Behavior and on the Purchase Decision-Making Process. In The Proceedings of the Third International Conference on Smart City Applications, 230-243. doi:10.1007/978-3-030- 37629-1_18.
• Özdemir, S. (2020). The Impact of Social Media on Brand Loyalty: Airline Industry in Turkey. Erciyes İletişim Dergisi, Temmuz, 7(2), 1549-1566. doi:10.17680/erciyesiletisim.722636
• Öztürk, R. G. (2013). Dijital Reklamcılık ve Gençlik. İstanbul: Beta Yayınları.
• Pallant, J. F. (2007). SPSS Survival Manual: A Step by Step Guide to Data Analysis Using SPSS for Windows Version 15. 3rd ed. Maidenhead: Open University Press.
• Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: A multi-item scale for measuring consumer perception of service quality. Journal of Retailing, 64, 2-40.
• Parasuraman, A., Zeithaml, V. & Berry, L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research. Journal of Marketing, 49, 41-51.
• Park, J.W. et al. (2006). The effects of individual dimensions of airline service quality: findings from Australian domestic air passengers. Journal of Hospitality and Tourism Management, 13(2), 161-176. doi:10.1375/jhtm.13.2.161
• Parkin, G. (2009). Digital Marketing: Strategies for Online Success. London: New Holland Publishers.
• Peter, J. P. & Olson, J. C. (2005). Consumer Behaviour and Marketing Strategy. (6th ed). Boston: McGraw-Hill.
• Qazzafi, S. (2019). Consumer Buying Decision Process Toward Products. International Journal of Scientific Research and Engineering Development, 2 (5), 130-134.
• Rasty, F., Chou, C.-J., & Feiz, D. (2013). The Impact of Internet Travel Advertising Design, Tourists’ Attitude, and Internet Travel Advertising Effect on Tourists’ Purchase Intention: The Moderating Role of Involvement. Journal of Travel & Tourism Marketing, 30(5), 482–496. doi:10.1080/10548408.2013.803394
• Roy, S.K. et al. (2015). Measuring Service Quality: A Systematic Review of Literature. International Journal Services, Economics and Management, 7(1): 24-52.
• Ryan, C., & Birks, S. (2005). Passengers and low cost flights: Evidence from the trans-tasman routes. Journal of Travel & Tourism Marketing, 19(1), 15–27.
• Samarasinghe, U. S. et al. (2021). The Impact of Social Media Marketing towards the Purchase Intention among Generation Y and Z with Reference to Franchise Fast Food Industry in Colombo District. Global Journal of Management and Business Research: E Marketing, 21(1), 19-37.
• Sandada, M. & Matibiri, B. (2016). An Investigation into the Impact of Service Quality, Frequent Flier Programs and Safety Perception on Satisfaction and Customer Loyalty in the Airline Industry in Southern Africa. South East European Journal of Economics and Business, 11(1), 41-53. doi:10.1515/jeb-2016-0006
• Savaş, H. & Duran, Z. (2020). Havayolu Pazarında Firma Seçimini Etkileyen Faktörlere Rekabetçi Bir Bakış. Pamukkale Üniversitesi, İşletme Araştırmaları Dergisi, 7(2), 45-58.
• Schlumberger, C. E. & Weisskopf, N. (2014) Ready for Takeoff? The Potential for Low-Cost Carriers in Developing Countries. USA: World Bank Publications.
• Shankar, V. et al. (2016). Mobile Shopper Marketing: Key Issues, Current Insights, and Future Research Avenues. Journal of Interactive Marketing, 34, 37-48. doi:10.1016/j.intmar.2016.03.002
• Sharp, E. (2019). 20 reasons your business should use affiliate marketing to grow your brand. Retrieved from https://www.awin.com/us/how-to-use-awin/20-reasons-to-use-affiliate-marketing
• Shen, C. & Yahya, Y. (2021). The Impact of Service Quality and Price on Passengers’ Loyalty towards Low-Cost Airlines: The Southeast Asia Perspective. Journal of Air Transport Management, 91, 1-10. doi:10.1016/j.jairtraman.2020.101966
• Statista (2022). Anzahl der auf deutschen Flughäfen einsteigenden Flugpassagiere mit dem Streckenziel Türkei von 2004 bis 2021. Retrieved from https://de.statista.com/statistik/daten/studie/481689/umfrage/flugpassagiere-von-deutschland-in-die-tuerkei/
• Şengül, O. (2020). Digital Marketing. İstanbul: Ceres Yayınları.
• Tiernan, S., Rhoades, D.L., & Waguespack, B. (2008). Airline service quality: Exploratory analysis of consumer perceptions and operational performance in the USA and EU. Managing Service Quality: An International Journal, 18(3), 212-224. doi:10.1108/09604520810871847
• Tosyalı, H. & Sütçü, C. S. (2018). Pazarlama İletişiminde Dijital Dönüşüm: Etkileşimli Reklamcılık Uygulamaları Örnekleri. Uluslararası Dijital Çağda İletişim Sempozyumu, Mersin, 18-19 Ekim 2018, 238-246.
• Turhan, E. A. (2020) Ruslardan sonra gözler Alman turistte. Retrieved from https://www.haberturk.com/ruslardan-sonra-gozler-alman-turistte-2775298-ekonomi
• TurizmGüncel (2019). Bakanlık araştırdı: Hangi ülke turisti Türkiye'ye neden geliyor? Retrieved from https://www.turizmguncel.com/haber/bakanlik-arastirdi-hangi-ulke-turisti-turkiyeye-neden-geliyor
• Turizm & Yatırım (2017). Online Seyahat Pazarı Hızla Büyüyor. İşletme ve Endüstri Dergisi, 58, 6 (Ed.: Pınar Çoban) http://www.turizmyatirimdergisi.com.tr/images/dergi/58-58.pdf
• Tutkavul, K. & Elmacı, O. (2016). Fiyatlandırma Kararlarında Geleneksel ve Çağdaş Maliyetleme Sistemlerinin Yeterliliklerinin Karşılaştırılmasına Yönelık Ampirik Bir Çalışma. Muhasebe Bilim Dünyası Dergisi, 18(3), 659-689.
• TÜROFED (Türkiye Otelciler Federasyonu). Turizm Raporu. Sayı:14. Retrieved from https://www.turofed.org.tr//panel/upload_system/pages_file/f0d8ac64de76e795a84a98a188b926b1.pdf
• UNWTO (Birleşmiş Milletlere bağlı Dünya Turizm Örgütü). International Tourism Highlights. 2019 Edition. Retrieved from https://www.e-unwto.org/doi/pdf/10.18111/9789284421152
• Uydacı, M. (2004). Pazarlamada Elektroni̇k Posta Kullanımı. Ege Academic Review, 4 (1), 79-84.
• Vlachos, I. & Lin, Z. (2014). Drivers of Airline Loyalty: Evidence from the Business Travelers in China. Transport Research Part E: Logistics and Transportation Review, 71, 1–17. doi:10.1016/j.tre.2014.07.011
• Wang, Y. L, Luor, T., Luarn, P., & Lu, H. P. (2015). Contribution and trend to quality research-A literature review of SERVQUAL model from 1998 to 2013. Informatica Economică, 19(1), 34-45.
• Washington, S. P. et al. (2007). Statistical and Econometric Methods for Transportation Data Analysis. 1st ed. New York: Chapman and Hall/CRC. doi:10.1201/9780203497111
• Yalçın, D. (2020). Havayolu Tüketi̇ci̇si̇ni̇n Satın Alma Davranışını Etki̇leyen Faktörleri̇n ve Algılanan Hi̇zmet Kali̇tesi̇ni̇n Havayolu Seçi̇mine Etkisi. Yayımlanmamış Doktora Tezi. İstanbul Okan Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme Anabilim Dalı, İstanbul.
• Yaylalı, M. & Dilek, Ö. (2017). Hava Yolu Ulaşımında Tüketici Tercihlerine Etki Eden Faktörlerin Belirlenmesi. Uluslararası Ekonomi, İşletme ve Politika Dergisi, 1(2), 75-88.
• Yeter, T. (2020). Ulaşım ve Hava Yolu Firma Seçimi. Yayımlanmamış Doktora Tezi. Anadolu Üniversitesi, Sosyal Bilimler Enstitüsü, Sivil Havacılık Yönetimi Anabilim Dalı, Eskişehir.
• Yılmaz, M. K. (2019). Havayolu Müşterilerinin Memnuniyet – Beklenti Düzeylerinin ve Tercihlerini Etkileyen Faktörlerin Belirlenmesine Yönelik Bir Saha Araştırması. Sosyal Bilimler Araştırmaları II. Akademisyen Kitapevi, Ankara, 239-258.
• Zhang, Y. & Round, D. K. (2011). Price Wars and Price Collusion in China's Airline Markets. International Journal of Industrial Organization, 29, 361-372.