The Effect of Expected and Perceived Service Quality on Customer Satisfaction: A Case Study in Air Cargo Companies

The aviation industry has undergone a significant process of development and transformation throughout history, becoming one of the most important industries of our time as the field where humanity’s dream of flight became a reality. The first powered flight achieved by the Wright brothers in the early 20th century paved the way for the use of aviation in commercial and military fields, laying the groundwork for it to evolve into a major industry in passenger and cargo transportation over time. In this regard, the aviation sector is an indispensable part of global trade today. The purpose of this research to examine the impact of air cargo service quality, particularly on the satisfaction of corporate customers. Based on the SERVQUAL model, the study investigates how the gap between customers’ expected and perceived service quality affects their satisfaction levels. To this end, data was collected from companies in the sector and analyzed using statistical methods. The study’s findings provide important insights into how air cargo companies can enhance customer satisfaction by improving service quality. The analyses revealed a significant relationship between customer satisfaction and both expected and perceived service quality. It was determined that both expected and perceived quality have a significant effect on customer satisfaction.