The Mediation Role of Passenger Overall Satisfaction in the Effect of Complaint Satisfaction on Repurchase Intention: An Empirical Study on Airline Passengers

Authors : Ali Emre Sarılgan, Mustafa Fatih Yücel

Pages : 314-326

View : 40 | Download : 44

Publication Date : 2025-01-29

Article Type : Research Paper

Abstract :This study, based on justice theory, aims to understand the effects of the sub-dimensions of complaint satisfaction on repurchase intention through the mediating role of passengers’ overall satisfaction. An empirical study was conducted using survey data gathered from 246 passengers who volunteered to participate in the study in İstanbul, utilizing structural equation modeling. As a result, complaint satisfaction related to adequacy and customer relations positively affects repurchase intention through the mediation of passengers’ overall satisfaction. Complaint satisfaction related to adequacy and passenger relations also directly affects passengers’ overall satisfaction positively. Additionally, passengers’ overall satisfaction positively influences repurchase intention. Developing communication skills, courtesy, and empathy among employees is crucial for enhancing the tolerance levels of passengers who have experienced service failures. This study aims to contribute to the literature by examining the mediating role of passengers’ overall satisfaction in the relationship between complaint satisfaction and repurchase intention among airline passengers who have previously faced service failures.
Keywords : Genel Yolcu Tatmini, Yeniden Satın Alma Niyeti, Hizmet Telafisi