An Investigation of the Effect of in-Plane Atmospheric Elements on Customer Satisfaction and the Effect of Customer Satisfaction on Behavioral Intention

Abstract

This study investigates the effects of in-flight atmospheric elements on customer satisfaction, and behavioral intentions on customer satisfaction. In this respect, an online questionnaire was implemented with the participation of 436 participants who have previous travel experience with an airline in Turkey. It was revealed that the in-plane atmospheric elements have a positive effect on customer satisfaction; the spatial layout and employee factor, and vehicle aesthetics have a positive effect on customer satisfaction, while the dimensions of ambience and the view from the window affected customer satisfaction negatively. Moreover, it was found that customer satisfaction positively affects the behavioral intention dimensions of revisit intention, recommendation intention, and willingness to pay more. According to these results, it was concluded that many factors in the plane affect the customer's preference to use the company again.