Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews

Fatma Selin Sak

doi:10.25229/beta.1917474

TR EN

Havayolu Bekleme Salonlarının Memnuniyet Üzerindeki Etkisinin Değerlendirilmesi: Skytrax Yolcu Yorumlarından Elde Edilen Bulgular

Öz

Uçuş ve yolcu sayısındaki artışla birlikte, konforlu ve kaliteli bekelem salonlarına duyulan ihtiyaç önem kazanmaktadır. Nitekim yolcuların havalimanında geçirdiği süre içerisinde vakit geçirebileceği dinlenme, yeme-içme, internet erişimi gibi hizmetlerin sağlandığı havayollarının bekleme salonları, benzersiz bir deneyimin yaşatılmasında önemli bir fırsat olmaktadır. Değişen tüketici istekleri dijital çağa göre şekillenmektedir. Müşterilerin hizmetlerden beklentileri çevrimiçi kullanıcı yorumlarının etkisindedir. Buna göre müşteri memnuniyeti düzeyini belirlemenin bir yolu da müşteri yorumlarını incelemektir. Bu çalışmanın amacı, yolcuların havalimanlarında yer alan havayolu bekleme salonlarındaki hizmetlere ilişkin memnuniyetini araştırmaktır. Buna göre çalışmada yolcu beklentilerine yönelik güncel eğilimleri belirlemek ve sunulan hizmetlerin başarısını ortaya koymak hedeflenmektedir. Bu doğrultuda, üç büyük körfez havayolu olan Emirates, Qatar ve Etihad havayollarının havalimanlarında yer alan bekleme salonu hizmetlerine ilişkin Ocak 2026’ya kadar Skytrax patformundan toplanan tüm yolcu yorumlamaları lojistik regresyon kullanılarak analiz edilmiştir. Sonuçlar, bekleme salonu hizmet boyutlarından konfor, içecek hizmetleri ve çalışanların, memnuniyeti önemli ölçüde etkilediğini gösterirken, internet erişiminin memnuniyet üzerinde anlamlı bir etkisinin olmadığını ortaya çıkarmıştır. Buna göre çalışmada bekleme salonu hizmetlerinin kalitesinin belirlenmesi, güçlü ve zayıf yönlerin ortaya konması ve müşteri memnuniyetine ulaşmada hizmetlerin iyileştirilmesine yönelik öneriler sunulmaktadır.

Anahtar Kelimeler

Havayolu Bekleme Salonları, Memnuniyet, Yolcu Yorumları

Destekleyen Kurum

Yok

Etik Beyan

Çalışmada ikincil verilere başvurulduğu için etik kurul raporuna ihtiyaç duyulmamıştır.

Teşekkür

Yok

Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews

Öz

With the increase in flight frequency and passenger numbers, the need for comfortable and high-quality lounges has become more significant. Indeed, airline lounges, which provide services such as rest areas, food and beverage options, and internet access for passengers during their time at the airport, represent an important opportunity to deliver a unique experience. Changing consumer demands are being shaped in accordance with the digital age. Customers’ expectations from services are influenced by online user reviews. Accordingly, one way to determine the level of customer satisfaction is to analyze customer reviews. The aim of this study is to investigate passengers’ satisfaction with the services provided in airline lounges at airports. In this context, the study seeks to identify current trends in passenger expectations and to reveal the effectiveness of the services offered. To this end, all passenger reviews regarding lounge services of three major Gulf airlines-Emirates, Qatar, and Etihad- collected from the Skytrax platform up to January 2026 were analyzed using logistic regression. The results indicate that among the lounge service dimensions, comfort, bar/beverages and staff significantly affect satisfaction, whereas the wifi variable has no significant effect on satisfaction. Accordingly, the study provides recommendations for determining the quality of lounge services, identifying their strengths and weaknesses, and improving services to achieve higher customer satisfaction.

Anahtar Kelimeler

Airline Lounges, Satisfaction, Passenger Reviews

Destekleyen Kurum

None

Etik Beyan

Since secondary data were used in the study, an ethics committee report was not required.

Teşekkür

None

Kaynakça

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Ayrıntılar

Birincil Dil

İngilizce

Konular

İşletme

Bölüm

Araştırma Makalesi

Yazarlar

Fatma Selin Sak ^*
0000-0001-7105-7387
Türkiye

Erken Görünüm Tarihi

11 Ekim 2026

Yayımlanma Tarihi

16 Ekim 2026

Gönderilme Tarihi

27 Mart 2026

Kabul Tarihi

2 Temmuz 2026

Yayımlandığı Sayı

Yıl 2026 Cilt: 11 Sayı: 3

DOI

https://doi.org/10.25229/beta.1917474

IZ

https://izlik.org/JA82PS48JH

APA

Sak, F. S. (2026). Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews. Bulletin of Economic Theory and Analysis, 11(3), 1675-1696. https://doi.org/10.25229/beta.1917474

AMA

1.Sak FS. Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews. beta. 2026;11(3):1675-1696. doi:10.25229/beta.1917474

Chicago

Sak, Fatma Selin. 2026. “Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews”. Bulletin of Economic Theory and Analysis 11 (3): 1675-96. https://doi.org/10.25229/beta.1917474.

EndNote

Sak FS (01 Ekim 2026) Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews. Bulletin of Economic Theory and Analysis 11 3 1675–1696.

IEEE

[1]F. S. Sak, “Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews”, beta, c. 11, sy 3, ss. 1675–1696, Eki. 2026, doi: 10.25229/beta.1917474.

ISNAD

Sak, Fatma Selin. “Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews”. Bulletin of Economic Theory and Analysis 11/3 (01 Ekim 2026): 1675-1696. https://doi.org/10.25229/beta.1917474.

JAMA

1.Sak FS. Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews. beta. 2026;11:1675–1696.

MLA

Sak, Fatma Selin. “Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews”. Bulletin of Economic Theory and Analysis, c. 11, sy 3, Ekim 2026, ss. 1675-96, doi:10.25229/beta.1917474.

Vancouver

1.Fatma Selin Sak. Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews. beta. 01 Ekim 2026;11(3):1675-96. doi:10.25229/beta.1917474

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Havayolu Bekleme Salonlarının Memnuniyet Üzerindeki Etkisinin Değerlendirilmesi: Skytrax Yolcu Yorumlarından Elde Edilen Bulgular

Öz

Anahtar Kelimeler

Destekleyen Kurum

Etik Beyan

Teşekkür

Assessing The Influence of Airline Lounges on Satisfaction: Evidence From Skytrax Passenger Reviews

Öz

Anahtar Kelimeler

Destekleyen Kurum

Etik Beyan

Teşekkür

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Erken Görünüm Tarihi

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

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