Research Article
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The Mediating Role of Customer Relationship Managment (CRM) in the Effect of Innovation on Perceived Service Quality: The Case of Airlines System

Year 2024, Volume: 8 Issue: 1, 32 - 42, 26.02.2024
https://doi.org/10.30518/jav.1413635

Abstract

Today, businesses apply the Customer Relationship Management approach to ensure customer satisfaction and sustain customer loyalty. In this approach, it is aimed to go beyond satisfaction by putting the customer at the center. This research conducted at Antalya Airport aims to examine the impact of technological innovations by airline companies on the perceived service quality of passengers and how this impact is shaped through customer relationship management practices. The results of the study provide strategic recommendations and guidance for companies in the aviation sector. This presents an innovation in facilitating companies to make direct inferences from the research findings, aiding them in deriving practical insights. Through face-to-face interviews with passengers arriving at Antalya Airport, a sample of 430 respondents was reached, and all completed surveys were utilized. The data obtained from these passengers were analyzed using IBM SPSS 21 and SmartPLS 4 programs within the framework of established hypotheses. The results of the Structural Equation Analysis indicate a direct partial impact of innovative activities implemented by airline companies on the perceived service quality. This direct effect is found to create a complete impact indirectly. Additionally, it has been determined how customer relationship management practices shape this impact by acting as a mediator. The findings provide guidance to airline companies in understanding the influence of technological innovations on customer satisfaction and optimizing strategic customer relationship management practices. This study recommends that companies in the aviation sector focus on technological innovations to gain a competitive advantage and enhance customer satisfaction.

References

  • Afuah, A. (2003). Inovation Managment, 2nd Edition, Oxford University Press, New York, 1-452.
  • Akaike, H. (1974). A New Look at the Statistical Model Identification. IEEE Transactions on Automatic Control, 19(6), 716-723.
  • Alin, A. (2010). Multicollinearity. Wiley Interdisciplinary Reviews: Computational Statistics, 2(3), 370-374.
  • Anderson, J. C. and Gerbing, D. W. (1984). The Effect of Sampling Error on Convergence, Improper Solutions, and Goodness-of-Fit Indices for Maximum Likelihood Confirmatory Factor Analysis. Psychometrika, 49, 155- 173.
  • Amarat, M. and Güneş, D. (2023). Mediating Role of Perceived Corporate Reputation in Negative Patient Behaviors Arising from Service Experience. Karamanoğlu Mehmetbey University Journal of Social and
  • Economic Research, 25(44), 348-363.
  • Amoaka, G. K. (2022). Customer Satisfaction: Role of Customer Service, Innovation, and Price in the Laundry Industry in Ghana. Journal of African Business, 23(1), 146-164.
  • Arslan, S. and Atalık, Ö. (2016). Antecedents of E-Loyalty on Social Media Sites: An Application in Turkish Airline Companies. Niğde University Journal of Economics and Administrative Sciences, 9(2), 1-20.
  • Atalık, Ö. and Arslan, M. (2009). A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers. International Journal of Business and Management, 4(6), 154-162.
  • Bayar, T. (2023). Innovation in Air Transportation. A Contemporary Perspective on Air Transportation, Education Publishing, 151-172.
  • Bellingkrodt, S. and Wallenburg, C. M. (2015). The Role of Customer Relations for Innovativeness and Sustomer Satisfaction: A comparison of Service Industries. The International Journal of Logistics Management, 26(2), 254–274.
  • Bilgin, M. (2018). The Relationship Between Social Media Addiction and Psychological Disorders in Adolescents.The Journal of International Scientific Researches, 3(3), 237-247.
  • Bor, S. C. and Özbağış, A. (2023). The Mediating Role of Organizational Commitment on the Relationship Between Glass Ceiling Syndrome and Intent to Leave: A Field Study. Journal of Biga Faculty of Economics and Administrative Sciences, 4(1), 1-19.
  • Buttle, Francis (2004). Customer relationship management: Concepts and Technologies, 2nd Edition, Elsevier Butterworth Heinemann, United Kingdom, 1-500.
  • Cabral, A. M. and Marques, J. P. C. (2020). The Influence of Service Innovation in Customer Satisfaction: Case Study of Hotel Industry. In 3rd International Conference on Applied Business and Management, Porto, Portugal, 321-332.
  • Chen, J. K., Batchuluun, A. and Batnasan, J. (2015). Services innovation Impact to Customer Satisfaction and Customer Value Enhancement in Airport. Technology in Society, 43, 219-230.
  • Çakmak, Z. (2013). An Examination of Structural Equation Modeling for Variables Related to Eighth Grade Students' Mathematical Language Skills in Statistics. Erzincan University Institute of Natural Sciences. Erzincan, 1-102.
  • Demir, F. and Kırdar, Y. (2000). Customer Relationship Management: CRM. Review of Social, Economic & Business Studies, 7(8), 293-308.
  • Demir, F. and Kırdar, Y. (2007). CRM. Reivew of Social, Economic & Business Studies, 7(8), 293-308.
  • Demir, Ü. and Taşer, A. (2020). The Effects of Service Innovations at Airports on the Perception of Service Quality and Passenger Satisfaction. Bilecik Şeyh Edebali University Journal of Social Sciences, 5(1), 68-87.
  • DHMİ. (2023), DHMİ, https://www.dhmi.gov.tr/Sayfalar/Istatistikler.aspx (Acessed Date: 02.09.2023)
  • Doğan, D. (2019). Data Analysis with SmartPLS, 2nd Edition, ZET, Ankara, 1-144.
  • Duygun, A. and Yücel, M. F. (2018). An Investigation on the Role of Perceived Innovation Level of an Airline in Passenger Preferences: Travel and Hotel Management Journal, 15(2), 443-460.
  • Easton, F. F. and Pullman, M. E. (2001). Optimizing Service Attributes: The Seller’s Utility Problem. Decision Sciences, 32(2), 251–275.
  • Escrig-Tena, A. B. and Bou-Llusar, J. C. (2005). A Model for Evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative. Decision Sciences, 36(2), 221–257.
  • Etim, G. S., James, E. E., Nnana, A. N. and Okeowo, V. O. (2021). E-Marketing Strategies and Performance of Small and Medium-Sized Enterprises: A New-Normal Agenda. Journal of Business and Management Studies, 3(2), 162-172.
  • Güreş, N., Arslan, S. and Yılmaz, H. (2011). A Comparison Of Airline Service Expectations Between Passengers Of Domestic and International Flights. International Journal of Social Sciences and Humanity Studies, 3(2), 377- 386.
  • Güreş, N., Arslan, S. and Yılmaz, H. (2015). E-Service Quality, Passenger Satisfaction and Passenger Loyalty Relationship In Airline Industry. Journal of Management Marketing and Logistics, 2(1).
  • Gürsel, S. and Demir, R. (2021). Digitization of Safety Management System in the Context of Aviation 4.0. Journal of Research in Aviation Management (RAM), 1 (1), 21-34.
  • Harmandaroğlu, S. F. and Altunışık, R. (2023). The Mediating Role of Customer Satisfaction in the Impact of Retail Channel Integration on Repurchase Intention: Dumlupınar University Journal of Social Sciences, (77), 248-271.
  • Husin, H., Hermawati, A., Purbanisghsih, Y., Susriyanti, S., Fettry, S. and Ali, S. (2023). Role of Perceived Value on Customer Loyalty Through Optimization of Service Quality and Innovation. Jurnal Aplikasi Manajemen, 21(2), 308-318.
  • İslamoğlu, A. H. and Aydın, K. (2020). Service Marketing, 5th Edition, Beta, İstanbul, 1-393.
  • James, E. E., Inyang, B. I., Akene, D. O., Odinka, P. C. and Akabomita, C. M. (2023). Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector. Research Journal of Hospitality and Tourism Management, 2(1), 18-37.
  • Kayan Ürgün, G. and Çilingir Ük, Z. (2022). Integration of Servqual and Kano Models with KFY for Service Quality Improvement: A Case Study in the Airline Sector. Journal of Current Tourism Research, 6(2), 554-580.
  • Kharraz, F. A. and Seçim, H. (2023). Customer Relationship Management Impact on Customers' Trust in the Palestinian Telecommunications Company Paltel During the Covid-19 Era. Electronic Commerce Resarch, 1- 21.
  • Kline, S. J. and Rosenberg, N. (2010). Studies on Science and the Innovation Process, World Scientific Printers, Singapur, 1-16.
  • Koçak, B. B. and Atalık, Ö. (2019). Perceptual maps of Turkish airline services for different periods using supervised machine learning approach and multidimensional scaling. International Journal of Sustainable Aviation, 5(3), 205-229.
  • Malodia, S., Chauhan, C., Jabeen, F. and Dhir, A. (2023). Antecedents and Consequences of Open Innovation: A Conceptual Framework. International Journal of Entrepreneurial Behavior & Research, 1-25.
  • Meydan, C. H. (2023). A Study on Digital Transformation Practices in Airline Operations. Journal of Aviation Research, 5(1), 65-82.
  • Nwachukwu, C. and Vu, H. M. (2022). Service Innovation, Marketing Innovation and Customer Satisfaction: Moderating Role of Competitive Intensity. Sage Open, 12(2), 1-12.
  • Okan, S. (2023) The Moderating Effect of Innovation on the Impact of Customer Relationship Management and Perceived Risk on Customer Expectations: A Case of Airline Businesses in Turkey. Anadolu Strategic Journal, 5(2), 33-56.
  • Okumuş, A. and Duygun, A. (2008). Measurement of Service Quality in the Marketing of Educational Services and the Relationship Between Perceived Service Quality and Student Satisfaction: Anadolu University Journal of Social Sciences, 8(2), 17-38.
  • Ovalı, Elif. (2005). A Pilot Study on Measuring Customer Satisfaction in Sales Meetings as Part of Customer Relationship Management Program. Mustafa Kemal University Journal of Social Sciences Institute, 2(4), 1-14.
  • Örnek, A. Ş. and Şahbaz, A. (2022). Listen to Your Loyal Customers! Relationships between Customer Relationship Management, Customer Needs, and Loyalty: A Case Study of Gemport Port Operations. Journal of Entrepreneurship, Innovation, and Marketing Research, 6(12), 118-140.
  • Özbekler, T. M. (2019). Innovation in Retail Sector: A Study on Perceived Value, Customer Satisfaction, and Behavioral Intentions. Journal of Entrepreneurship and Innovation Management, 8(2), 97-125.
  • Özilhan, D. (2010). Impacts of Customer Relationship Management (CRM) Practices on Business Performance: Gümüşhane University Journal of Social Sciences Electronic, (1), 18-30.
  • Piccoli, G., Brohman, M. K., Watson, R. T. and Parasuraman, A. (2004). Net-Based Customer Service Systems: Evolution and Revolution in Website Functionalities. Decision Sciences, 35(3), 423–455.
  • Prentice, C., Hsiao, A., Wang, X. and Loureiro, S. M. C. (2023). Mind, Service Quality, Relationship with Airlines. Journal of Strategic Marketing, 31(1), 212-234.
  • Pribadi, R. T., Saufi, A. and Herman, L. E. (2022). Effect of Service Innovation on Consumer Satisfaction with Quality of Service and Perceived Value as Intervening Variables. International Journal of Social Science Research and Review, 5(3), 199-211.
  • Rahman, M. S., Bag, S., Gupta, S. and Sivarajah, U. (2023). Technology Readiness of B2B Firms and AI-Based Customer Relationship Management Capability for Enhancing Social Sustainability Performance. Journal of Business Research, 156, 1-15.
  • Ringle, C. M., Silva, D. D. and Bido, D. (2014). Structual Equation Modeling With The Smartpls. Revista Brasileira de Marketing, 13(2), 56-73.
  • Salah, M. and Abou-Shouk, M. A. (2019). The Effect of Customer Relationship Management Practices on Airline Customer Loyalty. Journal of Tourism, Heritage & Services Marketing (JTHSM), 5(2), 11-19.
  • Sarılgan, A. and Bakır, M. (2023). Factors Influencing Airline Choice and Satisfaction in Air Transportation: A Study on University Students. İzmir Journal of Economics, 38(1), 158-174.
  • Saylan, U. (2018). A Study on the Effects of Travel Agencies' Customer Relationship Management Activities on Customers' Perceived Value Satisfaction, and Loyalty, Balıkesir Üniversitesi and Institute of Social Sciences, Balıkesir, 1-323.
  • Talebi, N. and Yıldırım, A. E. (2017). Customer Relationship Management in the Civil Aviation Sector in Turkey: The Case of Turkish Ground Services A.Ş. Journal of Anatolian Vocational School (46), 85-96.
  • Tarcan, G. Y., Karahan, A. and Tarcan, M. (2018). The Impact of Hospital Innovative Activities on Perceived Service Quality: A Case Study of a Public HospitalAJIT-e: Online Academic Journal of Information Technology, 9(32), 149-162.
  • Tek, Ö. B. and Özgül, E. (2008). Modern Marketing Principles, 3rd Edition, Birleşik Matbahacılık, İzmir, 1-943.
  • Tiwasing, A., Onputtha, S. and Boonrin, C. (2019). Relationship of Customer’s Behavior and Service Innovation on Customer Satisfaction towards Low-Cost Airline Business: A Case of Thai Air-Asia, Tayland, 06-08 March 2019, The 15th National Conference and 2019-1 International Conference on Applied Computer Technology and Information Systems, Thanyaburi: Actis2019, 513-519.
  • Tseng, S.-M. and Wu, P.-H. (2014). The Impact of Customer Knowledge and Customer Relationship Management on Service Quality. International Journal of Quality and Service Sciences, 6(1), 77-96.
  • Türkoğlu, N. and Türk, O. (2023). The Role of Psychological Resilience in the Impact of Hotel Employees' Organizational Cynicism Perceptions on Intent to LeaveJournal of Tourism and Gastronomy Studies, 11(1), 71- 90.
  • Ustaömer, C.T. (2023). Evaluation of African Low-Cost Carriers' Business Models. RAM Journal Vol 3(1): 16-22.
  • Uz, Y.C. (2022). Green Brand Benefits in Air Transportation and the Effect of Green Brand Image on Brand Loyalty. Journal of Research in Aviation Management (RAM). 2 (2): 28-37.
  • Wali, A. F. and Wright, L. T. (2016). Customer Relationship Management and Service Quality: Influences in Higher Education. Journal of Customer Behaviour, 15(1), 67-79.
  • Yalçın, D. (2020). The Factors Influencing Airline Consumer Buying Behavior and the Impact of Perceived Service Quality on Airline Choice, İstanbul Okan Üniversitesi and Institute of Social Sciences, İstanbul, 1-155.
  • Yaşlıoğlu, M., Çalışkan, B. Ö. and Şap, Ö. (2013). The Role Of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment. Social and Behavioral Sciences, 99, 629-635.
  • Yereli, A. (2001). Customer Relationship Management (CRM) and Its Place in Contemporary Turkey. Journal of Management and Economics, 7(1), 29-40.
  • Yılmaz, UZ, C. (2023). The Mediating Role of Customer Satisfaction in the Impact of Brand Image and Service Quality on Trust. Journal of the Çukurova University Institute of Social Sciences, 32(1), 179-194.
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Year 2024, Volume: 8 Issue: 1, 32 - 42, 26.02.2024
https://doi.org/10.30518/jav.1413635

Abstract

References

  • Afuah, A. (2003). Inovation Managment, 2nd Edition, Oxford University Press, New York, 1-452.
  • Akaike, H. (1974). A New Look at the Statistical Model Identification. IEEE Transactions on Automatic Control, 19(6), 716-723.
  • Alin, A. (2010). Multicollinearity. Wiley Interdisciplinary Reviews: Computational Statistics, 2(3), 370-374.
  • Anderson, J. C. and Gerbing, D. W. (1984). The Effect of Sampling Error on Convergence, Improper Solutions, and Goodness-of-Fit Indices for Maximum Likelihood Confirmatory Factor Analysis. Psychometrika, 49, 155- 173.
  • Amarat, M. and Güneş, D. (2023). Mediating Role of Perceived Corporate Reputation in Negative Patient Behaviors Arising from Service Experience. Karamanoğlu Mehmetbey University Journal of Social and
  • Economic Research, 25(44), 348-363.
  • Amoaka, G. K. (2022). Customer Satisfaction: Role of Customer Service, Innovation, and Price in the Laundry Industry in Ghana. Journal of African Business, 23(1), 146-164.
  • Arslan, S. and Atalık, Ö. (2016). Antecedents of E-Loyalty on Social Media Sites: An Application in Turkish Airline Companies. Niğde University Journal of Economics and Administrative Sciences, 9(2), 1-20.
  • Atalık, Ö. and Arslan, M. (2009). A Study to Determine the Effects of Customer Value on Customer Loyalty in Airline Companies Operating: Case of Turkish Air Travellers. International Journal of Business and Management, 4(6), 154-162.
  • Bayar, T. (2023). Innovation in Air Transportation. A Contemporary Perspective on Air Transportation, Education Publishing, 151-172.
  • Bellingkrodt, S. and Wallenburg, C. M. (2015). The Role of Customer Relations for Innovativeness and Sustomer Satisfaction: A comparison of Service Industries. The International Journal of Logistics Management, 26(2), 254–274.
  • Bilgin, M. (2018). The Relationship Between Social Media Addiction and Psychological Disorders in Adolescents.The Journal of International Scientific Researches, 3(3), 237-247.
  • Bor, S. C. and Özbağış, A. (2023). The Mediating Role of Organizational Commitment on the Relationship Between Glass Ceiling Syndrome and Intent to Leave: A Field Study. Journal of Biga Faculty of Economics and Administrative Sciences, 4(1), 1-19.
  • Buttle, Francis (2004). Customer relationship management: Concepts and Technologies, 2nd Edition, Elsevier Butterworth Heinemann, United Kingdom, 1-500.
  • Cabral, A. M. and Marques, J. P. C. (2020). The Influence of Service Innovation in Customer Satisfaction: Case Study of Hotel Industry. In 3rd International Conference on Applied Business and Management, Porto, Portugal, 321-332.
  • Chen, J. K., Batchuluun, A. and Batnasan, J. (2015). Services innovation Impact to Customer Satisfaction and Customer Value Enhancement in Airport. Technology in Society, 43, 219-230.
  • Çakmak, Z. (2013). An Examination of Structural Equation Modeling for Variables Related to Eighth Grade Students' Mathematical Language Skills in Statistics. Erzincan University Institute of Natural Sciences. Erzincan, 1-102.
  • Demir, F. and Kırdar, Y. (2000). Customer Relationship Management: CRM. Review of Social, Economic & Business Studies, 7(8), 293-308.
  • Demir, F. and Kırdar, Y. (2007). CRM. Reivew of Social, Economic & Business Studies, 7(8), 293-308.
  • Demir, Ü. and Taşer, A. (2020). The Effects of Service Innovations at Airports on the Perception of Service Quality and Passenger Satisfaction. Bilecik Şeyh Edebali University Journal of Social Sciences, 5(1), 68-87.
  • DHMİ. (2023), DHMİ, https://www.dhmi.gov.tr/Sayfalar/Istatistikler.aspx (Acessed Date: 02.09.2023)
  • Doğan, D. (2019). Data Analysis with SmartPLS, 2nd Edition, ZET, Ankara, 1-144.
  • Duygun, A. and Yücel, M. F. (2018). An Investigation on the Role of Perceived Innovation Level of an Airline in Passenger Preferences: Travel and Hotel Management Journal, 15(2), 443-460.
  • Easton, F. F. and Pullman, M. E. (2001). Optimizing Service Attributes: The Seller’s Utility Problem. Decision Sciences, 32(2), 251–275.
  • Escrig-Tena, A. B. and Bou-Llusar, J. C. (2005). A Model for Evaluating Organizational Competencies: An Application in the Context of a Quality Management Initiative. Decision Sciences, 36(2), 221–257.
  • Etim, G. S., James, E. E., Nnana, A. N. and Okeowo, V. O. (2021). E-Marketing Strategies and Performance of Small and Medium-Sized Enterprises: A New-Normal Agenda. Journal of Business and Management Studies, 3(2), 162-172.
  • Güreş, N., Arslan, S. and Yılmaz, H. (2011). A Comparison Of Airline Service Expectations Between Passengers Of Domestic and International Flights. International Journal of Social Sciences and Humanity Studies, 3(2), 377- 386.
  • Güreş, N., Arslan, S. and Yılmaz, H. (2015). E-Service Quality, Passenger Satisfaction and Passenger Loyalty Relationship In Airline Industry. Journal of Management Marketing and Logistics, 2(1).
  • Gürsel, S. and Demir, R. (2021). Digitization of Safety Management System in the Context of Aviation 4.0. Journal of Research in Aviation Management (RAM), 1 (1), 21-34.
  • Harmandaroğlu, S. F. and Altunışık, R. (2023). The Mediating Role of Customer Satisfaction in the Impact of Retail Channel Integration on Repurchase Intention: Dumlupınar University Journal of Social Sciences, (77), 248-271.
  • Husin, H., Hermawati, A., Purbanisghsih, Y., Susriyanti, S., Fettry, S. and Ali, S. (2023). Role of Perceived Value on Customer Loyalty Through Optimization of Service Quality and Innovation. Jurnal Aplikasi Manajemen, 21(2), 308-318.
  • İslamoğlu, A. H. and Aydın, K. (2020). Service Marketing, 5th Edition, Beta, İstanbul, 1-393.
  • James, E. E., Inyang, B. I., Akene, D. O., Odinka, P. C. and Akabomita, C. M. (2023). Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector. Research Journal of Hospitality and Tourism Management, 2(1), 18-37.
  • Kayan Ürgün, G. and Çilingir Ük, Z. (2022). Integration of Servqual and Kano Models with KFY for Service Quality Improvement: A Case Study in the Airline Sector. Journal of Current Tourism Research, 6(2), 554-580.
  • Kharraz, F. A. and Seçim, H. (2023). Customer Relationship Management Impact on Customers' Trust in the Palestinian Telecommunications Company Paltel During the Covid-19 Era. Electronic Commerce Resarch, 1- 21.
  • Kline, S. J. and Rosenberg, N. (2010). Studies on Science and the Innovation Process, World Scientific Printers, Singapur, 1-16.
  • Koçak, B. B. and Atalık, Ö. (2019). Perceptual maps of Turkish airline services for different periods using supervised machine learning approach and multidimensional scaling. International Journal of Sustainable Aviation, 5(3), 205-229.
  • Malodia, S., Chauhan, C., Jabeen, F. and Dhir, A. (2023). Antecedents and Consequences of Open Innovation: A Conceptual Framework. International Journal of Entrepreneurial Behavior & Research, 1-25.
  • Meydan, C. H. (2023). A Study on Digital Transformation Practices in Airline Operations. Journal of Aviation Research, 5(1), 65-82.
  • Nwachukwu, C. and Vu, H. M. (2022). Service Innovation, Marketing Innovation and Customer Satisfaction: Moderating Role of Competitive Intensity. Sage Open, 12(2), 1-12.
  • Okan, S. (2023) The Moderating Effect of Innovation on the Impact of Customer Relationship Management and Perceived Risk on Customer Expectations: A Case of Airline Businesses in Turkey. Anadolu Strategic Journal, 5(2), 33-56.
  • Okumuş, A. and Duygun, A. (2008). Measurement of Service Quality in the Marketing of Educational Services and the Relationship Between Perceived Service Quality and Student Satisfaction: Anadolu University Journal of Social Sciences, 8(2), 17-38.
  • Ovalı, Elif. (2005). A Pilot Study on Measuring Customer Satisfaction in Sales Meetings as Part of Customer Relationship Management Program. Mustafa Kemal University Journal of Social Sciences Institute, 2(4), 1-14.
  • Örnek, A. Ş. and Şahbaz, A. (2022). Listen to Your Loyal Customers! Relationships between Customer Relationship Management, Customer Needs, and Loyalty: A Case Study of Gemport Port Operations. Journal of Entrepreneurship, Innovation, and Marketing Research, 6(12), 118-140.
  • Özbekler, T. M. (2019). Innovation in Retail Sector: A Study on Perceived Value, Customer Satisfaction, and Behavioral Intentions. Journal of Entrepreneurship and Innovation Management, 8(2), 97-125.
  • Özilhan, D. (2010). Impacts of Customer Relationship Management (CRM) Practices on Business Performance: Gümüşhane University Journal of Social Sciences Electronic, (1), 18-30.
  • Piccoli, G., Brohman, M. K., Watson, R. T. and Parasuraman, A. (2004). Net-Based Customer Service Systems: Evolution and Revolution in Website Functionalities. Decision Sciences, 35(3), 423–455.
  • Prentice, C., Hsiao, A., Wang, X. and Loureiro, S. M. C. (2023). Mind, Service Quality, Relationship with Airlines. Journal of Strategic Marketing, 31(1), 212-234.
  • Pribadi, R. T., Saufi, A. and Herman, L. E. (2022). Effect of Service Innovation on Consumer Satisfaction with Quality of Service and Perceived Value as Intervening Variables. International Journal of Social Science Research and Review, 5(3), 199-211.
  • Rahman, M. S., Bag, S., Gupta, S. and Sivarajah, U. (2023). Technology Readiness of B2B Firms and AI-Based Customer Relationship Management Capability for Enhancing Social Sustainability Performance. Journal of Business Research, 156, 1-15.
  • Ringle, C. M., Silva, D. D. and Bido, D. (2014). Structual Equation Modeling With The Smartpls. Revista Brasileira de Marketing, 13(2), 56-73.
  • Salah, M. and Abou-Shouk, M. A. (2019). The Effect of Customer Relationship Management Practices on Airline Customer Loyalty. Journal of Tourism, Heritage & Services Marketing (JTHSM), 5(2), 11-19.
  • Sarılgan, A. and Bakır, M. (2023). Factors Influencing Airline Choice and Satisfaction in Air Transportation: A Study on University Students. İzmir Journal of Economics, 38(1), 158-174.
  • Saylan, U. (2018). A Study on the Effects of Travel Agencies' Customer Relationship Management Activities on Customers' Perceived Value Satisfaction, and Loyalty, Balıkesir Üniversitesi and Institute of Social Sciences, Balıkesir, 1-323.
  • Talebi, N. and Yıldırım, A. E. (2017). Customer Relationship Management in the Civil Aviation Sector in Turkey: The Case of Turkish Ground Services A.Ş. Journal of Anatolian Vocational School (46), 85-96.
  • Tarcan, G. Y., Karahan, A. and Tarcan, M. (2018). The Impact of Hospital Innovative Activities on Perceived Service Quality: A Case Study of a Public HospitalAJIT-e: Online Academic Journal of Information Technology, 9(32), 149-162.
  • Tek, Ö. B. and Özgül, E. (2008). Modern Marketing Principles, 3rd Edition, Birleşik Matbahacılık, İzmir, 1-943.
  • Tiwasing, A., Onputtha, S. and Boonrin, C. (2019). Relationship of Customer’s Behavior and Service Innovation on Customer Satisfaction towards Low-Cost Airline Business: A Case of Thai Air-Asia, Tayland, 06-08 March 2019, The 15th National Conference and 2019-1 International Conference on Applied Computer Technology and Information Systems, Thanyaburi: Actis2019, 513-519.
  • Tseng, S.-M. and Wu, P.-H. (2014). The Impact of Customer Knowledge and Customer Relationship Management on Service Quality. International Journal of Quality and Service Sciences, 6(1), 77-96.
  • Türkoğlu, N. and Türk, O. (2023). The Role of Psychological Resilience in the Impact of Hotel Employees' Organizational Cynicism Perceptions on Intent to LeaveJournal of Tourism and Gastronomy Studies, 11(1), 71- 90.
  • Ustaömer, C.T. (2023). Evaluation of African Low-Cost Carriers' Business Models. RAM Journal Vol 3(1): 16-22.
  • Uz, Y.C. (2022). Green Brand Benefits in Air Transportation and the Effect of Green Brand Image on Brand Loyalty. Journal of Research in Aviation Management (RAM). 2 (2): 28-37.
  • Wali, A. F. and Wright, L. T. (2016). Customer Relationship Management and Service Quality: Influences in Higher Education. Journal of Customer Behaviour, 15(1), 67-79.
  • Yalçın, D. (2020). The Factors Influencing Airline Consumer Buying Behavior and the Impact of Perceived Service Quality on Airline Choice, İstanbul Okan Üniversitesi and Institute of Social Sciences, İstanbul, 1-155.
  • Yaşlıoğlu, M., Çalışkan, B. Ö. and Şap, Ö. (2013). The Role Of Innovation and Perceived Service Quality in Creating Customer Value: A Study on Employees of a Call Center Establishment. Social and Behavioral Sciences, 99, 629-635.
  • Yereli, A. (2001). Customer Relationship Management (CRM) and Its Place in Contemporary Turkey. Journal of Management and Economics, 7(1), 29-40.
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There are 71 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Articles
Authors

Serdar Okan 0000-0003-3512-1139

Early Pub Date February 23, 2024
Publication Date February 26, 2024
Submission Date January 3, 2024
Acceptance Date January 23, 2024
Published in Issue Year 2024 Volume: 8 Issue: 1

Cite

APA Okan, S. (2024). The Mediating Role of Customer Relationship Managment (CRM) in the Effect of Innovation on Perceived Service Quality: The Case of Airlines System. Journal of Aviation, 8(1), 32-42. https://doi.org/10.30518/jav.1413635

Journal of Aviation - JAV 


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