The Influence of e-Service Quality and e-Marketing Mix on Customer Satisfaction and Loyalty in the Airline Sector

The revolution of the web-based business has changed the shape of the world economy in recent years. One of the industries that has been revolutionised due to the emergence of web-based business is the transportation industry, particularly the airline sector. The web-based business has affected the traditional travel agencies and ticket flight broker business models. In fact, due to the raising competitive pressure in the airline industry, many budget airlines have started to sell tickets directly to the customers in order to cut intermediaries and their related costs.