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Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM

Yıl 2024, , 117 - 127, 27.06.2024
https://doi.org/10.30518/jav.1464379

Öz

This paper aims to investigate whether there is an alteration in the drivers of air passenger satisfaction before and after COVID-19. We conducted the multigroup structural equation modelling with the diagonally weighted least squares estimation method as the variables are categorical. Lastly, we performed ANOVA to spot if there is a change in the drivers of passenger satisfaction between before and after the pandemic. The results suggest all service attributes have a significant impact on satisfaction in the pre-COVID-19 era. Even if it seems that in-flight entertainment and in-flight WiFi are not as influential as before in the post-pandemic, ANOVA results revealed the difference between the pre-pandemic and the new-normal period was not statistically significant. Accordingly, airlines should not ignore the need to improve service attributes, called premium services, and holistically improve service design. In addition, after value for money, the most important attribute for passengers is ground handling. Hence, speeding up the boarding process would return carriers in the form of more satisfied customers. To the best of our knowledge, this is the first paper employing Multigroup DWLS SEM to focus on changes in determinants of air passenger satisfaction in a holistic approach, focusing on pandemic periods.

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Yıl 2024, , 117 - 127, 27.06.2024
https://doi.org/10.30518/jav.1464379

Öz

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  • Wang, R., Shu-Li, Hsu, Lin, Y. H., & Tseng, M.-L. (2011). Evaluation of customer perceptions on airline service quality in uncertainty. Procedia - Social and Behavioral Sciences, 25, 419–437.
  • Wesonga, R., Nabugoomu, F., & Masimbi, B. (2014). Airline Delay Time Series Differentials. International Journal of Aviation Systems, Operations and Training, 1(2), 64–76.
  • Whittaker, T. A., & Schumacker, R. E. (2022). A Beginner’s Guide to Structural Equation Modeling (5th ed.). Routledge.
  • Yalcin Kavus, B., Gulum Tas, P., Ayyildiz, E., & Taskin, A. (2022). A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions. Journal of Air Transport Management, 99, 102179.
  • Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22.
  • Zhang, L., Yang, H., Wang, K., Bian, L., & Zhang, X. (2021). The impact of COVID-19 on airline passenger travel behavior: An exploratory analysis on the Chinese aviation market. Journal of Air Transport Management, 95, 102084.
  • Zhang, L., Yang, H., Wang, K., Zhan, Y., & Bian, L. (2020). Measuring imported case risk of COVID-19 from inbound international flights - A case study on China. Journal of Air Transport Management, 89, 101918.
Toplam 139 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular İşletme , Hava Taşımacılığı ve Nakliye Hizmetleri
Bölüm Araştırma Makaleleri
Yazarlar

Ferhat İnce 0000-0003-3220-8909

Özlem Atalık 0000-0003-4249-2237

Erken Görünüm Tarihi 25 Haziran 2024
Yayımlanma Tarihi 27 Haziran 2024
Gönderilme Tarihi 3 Nisan 2024
Kabul Tarihi 14 Mayıs 2024
Yayımlandığı Sayı Yıl 2024

Kaynak Göster

APA İnce, F., & Atalık, Ö. (2024). Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM. Journal of Aviation, 8(2), 117-127. https://doi.org/10.30518/jav.1464379

Journal of Aviation - JAV 


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