ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Tuğba Akbıyık; Sümeyye Yavuz; Eda Çınaroğlu

doi:10.71284/jmtpr.2025623

TR EN

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Abstract

Giderek serbestleşen havacılık sektöründe, ürün ve hizmetlerin ayırt edici nitelikleri rekabet avantajı elde edilmesi açısından kritik öneme sahiptir. Bu çalışma, web kazıma yöntemi kullanılarak toplanan 525 müşteri değerlendirmesine dayalı müşteri memnuniyeti verileri üzerinden Skytrax 2023 sıralamasına göre ilk on havayolu şirketini incelemektedir. Hizmet niteliklerine ilişkin ağırlıklar, Kriter Kaldırma Etkilerine Dayalı Yöntem (MEREC) ile belirlenmiş; havayolu şirketlerinin sıralaması ise Ölçüm ve Uzlaşı Çözümüne Dayalı Alternatiflerin Sıralanması (MARCOS) yöntemi kullanılarak oluşturulmuştur. MEREC analiz sonuçları, Wi-Fi ve bağlantı hizmetlerinin yolcular açısından en kritik unsurlar arasında yer aldığını göstermektedir. Buna karşılık, MARCOS yöntemi bulguları Volotea’nın en başarılı havayolu şirketi olarak öne çıktığını ortaya koymaktadır. Sonuçların güvenilirliği, iki aşamalı duyarlılık analizi ile doğrulanmıştır.

Keywords

ÇKKY, Hizmet kalitesi, Düşük maliyetli havayolu, Yolcu memnuniyeti, Skytrax

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Abstract

In the increasingly liberalized aviation sector, distinctive qualities of products and services are essential for a competitive advantage. This study lists the top ten airlines according to Skytrax 2023, based on customer satisfaction derived from 525 customer reviews collected using web scraping. The Method Based on Criterion Removal Effects (MEREC) allocates weights to service attributes, whereas the Ranking of Alternatives by Measurement and Consensus Solution (MARCOS) establishes this ranking. MEREC studies indicate that Wi-Fi and connectivity are essential concerns for travelers, but MARCOS data identify Volotea as a leading airline. Two-phase sensitivity analysis validated the reliability of the results.

Keywords

MCDM, Service quality, Low-cost airline, Passenger satisfaction, Skytrax

Supporting Institution

Bu çalışma, herhangi bir kuruluştan veya finansal destekten bağımsız olarak gerçekleştirilmiştir. Tüm içerik ve bulgular, yazarların bireysel çabaları ve araştırmaları sonucunda elde edilmiştir.

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Details

Primary Language

English

Subjects

Transport Geography

Journal Section

Research Article

Authors

Tuğba Akbıyık
0009-0007-5860-1465
Türkiye

Sümeyye Yavuz ^*
0000-0002-1381-2812
Türkiye

Eda Çınaroğlu
0000-0002-2904-3376
Türkiye

Publication Date

December 30, 2025

Submission Date

May 21, 2025

Acceptance Date

December 20, 2025

Published in Issue

Year 2025 Volume: 6 Number: 2

DOI

https://doi.org/10.71284/jmtpr.2025623

IZ

https://izlik.org/JA57LN85HM

APA

Akbıyık, T., Yavuz, S., & Çınaroğlu, E. (2025). ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES. Journal of Management Theory and Practices Research, 6(2), 508-528. https://doi.org/10.71284/jmtpr.2025623

AMA

1.Akbıyık T, Yavuz S, Çınaroğlu E. ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES. Journal of Management Theory and Practices Research. 2025;6(2):508-528. doi:10.71284/jmtpr.2025623

Chicago

Akbıyık, Tuğba, Sümeyye Yavuz, and Eda Çınaroğlu. 2025. “ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES”. Journal of Management Theory and Practices Research 6 (2): 508-28. https://doi.org/10.71284/jmtpr.2025623.

EndNote

Akbıyık T, Yavuz S, Çınaroğlu E (December 1, 2025) ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES. Journal of Management Theory and Practices Research 6 2 508–528.

IEEE

[1]T. Akbıyık, S. Yavuz, and E. Çınaroğlu, “ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES”, Journal of Management Theory and Practices Research, vol. 6, no. 2, pp. 508–528, Dec. 2025, doi: 10.71284/jmtpr.2025623.

ISNAD

Akbıyık, Tuğba - Yavuz, Sümeyye - Çınaroğlu, Eda. “ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES”. Journal of Management Theory and Practices Research 6/2 (December 1, 2025): 508-528. https://doi.org/10.71284/jmtpr.2025623.

JAMA

1.Akbıyık T, Yavuz S, Çınaroğlu E. ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES. Journal of Management Theory and Practices Research. 2025;6:508–528.

MLA

Akbıyık, Tuğba, et al. “ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES”. Journal of Management Theory and Practices Research, vol. 6, no. 2, Dec. 2025, pp. 508-2, doi:10.71284/jmtpr.2025623.

Vancouver

1.Tuğba Akbıyık, Sümeyye Yavuz, Eda Çınaroğlu. ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES. Journal of Management Theory and Practices Research. 2025 Dec. 1;6(2):508-2. doi:10.71284/jmtpr.2025623

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Abstract

Keywords

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Abstract

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