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

Öz

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.

Anahtar Kelimeler

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

Öz

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.

Anahtar Kelimeler

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

Destekleyen Kurum

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

Kaynakça

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Ayrıntılar

Birincil Dil

İngilizce

Konular

Ulaşım Coğrafyası

Bölüm

Araştırma Makalesi

Yazarlar

Tuğba Akbıyık
0009-0007-5860-1465
Türkiye

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

Eda Çınaroğlu
0000-0002-2904-3376
Türkiye

Yayımlanma Tarihi

30 Aralık 2025

Gönderilme Tarihi

21 Mayıs 2025

Kabul Tarihi

20 Aralık 2025

Yayımlandığı Sayı

Yıl 2025 Cilt: 6 Sayı: 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. JMTPR. 2025;6(2):508-528. doi:10.71284/jmtpr.2025623

Chicago

Akbıyık, Tuğba, Sümeyye Yavuz, ve 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 (01 Aralık 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, ve E. Çınaroğlu, “ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES”, JMTPR, c. 6, sy 2, ss. 508–528, Ara. 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 (01 Aralık 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. JMTPR. 2025;6:508–528.

MLA

Akbıyık, Tuğba, vd. “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, c. 6, sy 2, Aralık 2025, ss. 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. JMTPR. 01 Aralık 2025;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

Öz

Anahtar Kelimeler

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

Öz

Anahtar Kelimeler

Destekleyen Kurum

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

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