Kabin Ekibine Yönelik Çevrimiçi Şikâyetlerin Tematik Analizi: Türkiye’deki Düşük Maliyetli Havayolu Örneği

Abstract

Bu çalışma, Türkiye’de faaliyet gösteren düşük maliyetli bir havayolu şirketiyle seyahat eden yolcuların kabin ekiplerine yönelik çevrimiçi şikâyetlerini incelemektedir. Araştırmanın veri seti 2020–2024 yılları arasında Şikayetvar platformunda yayımlanan 350 yolcu şikâyetinden oluşmaktadır. Verilerin analizi MAXQDA programı ile gerçekleştirilmiştir. Verilere uygulanan tematik analiz sonucunda ilişkisel yetersizlik, kriz yönetimi eksiklikleri, prosedürel adalet eksiklikleri ve hizmet sürecinde aksaklıklar olmak üzere dört ana tema ortaya çıkarılmıştır. Araştırmanın bulguları, kabin ekipleriyle yaşanan etkileşimlerin yalnızca operasyonel görevlerle sınırlı kalmadığını, iletişim, empati, bilgilendirme ve adalet algısı gibi sosyal boyutların da yolcu memnuniyetini doğrudan etkilediğini göstermektedir. Bu çalışma, Türkiye’de kabin ekiplerine yönelik çevrimiçi şikâyetleri tematik açıdan inceleyerek alanyazına ve uygulamaya katkı sunmaktadır

Keywords

• Tematik Analiz
• Çevrimiçi Şikâyet
• Müşteri Memnuniyeti
• Düşük Maliyetli Havayolu
• Kabin Ekibi

A Thematic Analysis of Online Complaints Regarding Cabin Crew: A Case Study of a Low-Cost Airline in Türkiye

Abstract

This study analyzes online complaints submitted by passengers of a low-cost airline in Türkiye regarding cabin crew. The research dataset comprises 350 passenger complaints posted on the Şikayetvar platform from 2020 to 2024. The data was analyzed using MAXQDA software. The thematic analysis revealed four primary themes: relational inadequacies, crisis-management deficiencies, procedural-justice shortcomings, and service-process disruptions. The study's findings indicate that interactions with cabin crew extend beyond operational responsibilities; social factors such as communication, empathy, information dissemination, and perceived justice significantly influence passenger satisfaction. This study contributes to the literature and practice by thematically analyzing online complaints about cabin crew in Türkiye.

Keywords

• Thematic Analysis
• Online Complaints
• Customer Satisfaction
• Low-Cost Airline
• Cabin Crew

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