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With the expansion of the dimensions of competition, service quality has become an important competitive instrument. Businesses look for ways to ensure customer satisfaction by increasing the quality of service. But the expected quality level of and perceived quality level of are not always equal. The aim of this study is to compare of the expectations and perceptions of Anatolian Transportation's passengers and to determine the level of customer satisfaction. SERVQUAL scale and survey method have been used in this study. As a result, high customer satisfaction have been identified. [ABSTRACT FROM AUTHOR]

The objective of this study is to identify the importance of sustainability in civil aviation management and to search the practice of sustainability at the airports in Turkey. Methodology includes both face to face interviews and application of questionnaire at the airports in Turkey. The questionnaire has been developed basing on the Transportation Research Board of the National Academies'(TRB) Airport Cooperative Research Program (ACRP) dated 2008. Also benchmarking of Turkey's airports with other airports in the world is also accomplished with this study. Consequently, various applications and suggestions related to the sustainable airport management have been offered during the course of this research. Current practice at fifty airports in Turkey is assessed mainly in the view of sustainability criteria. The study which has been supported by the literature developed new risk management operation plans. [ABSTRACT FROM AUTHOR]