Araştırma Makalesi
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COVID-19 Havayolu Yolcu Memnuniyetini Nasıl Etkiledi? COVID-19 Öncesi ve Sonrası Avrupalı Kısa Mesafeli Düşük Maliyetli Havayollarında Yolcu Memnuniyetinin Değerlendirilmesi

Yıl 2024, Cilt: 25 Sayı: 2, 482 - 507, 01.07.2024
https://doi.org/10.17494/ogusbd.1473138

Öz

Bu çalışma, COVID-19 öncesi ve sonrasında Avrupa'daki en büyük üç kısa mesafeli düşük maliyetli havayolu şirketinin yolcu memnuniyetini etkileyen değişkenlerinde değişim olup olmadığını araştırmayı amaçlamaktadır. Yolcu memnuniyetine ilişkin veri kaynağı olarak Skytrax platformunda yer alan kullanıcı türevli içerikler kullanılmış ve bu ikincil veriler Web Scraper aracı kullanılarak elde edilmiştir. Yolcu memnuniyetine ilişkin sınıflandırma modeli için ikili lojistik regresyon ve modelin sınıflandırma performansını değerlendirmek için ROC analizi kullanılmıştır. Bulgular, koltuk konforu, kabin personeli hizmetleri ve yer hizmetleri hizmet özelliklerinin fiyat-değer algısının önemli belirleyicileri olduğunu ve fiyat-değer algısının iki dönemde de genel memnuniyetin önemli bir belirleyicisi olduğunu göstermiştir. Ayrıca, fiyat-değer algısının en önemli belirleyicisinin yer hizmetleri olduğu ortaya konmuştur. Sonuçlar ayrıca, COVID-19 sonrası dönemde koltuk konforunun tahmin gücünün azaldığını ve yer hizmetlerinin tahmin gücünün arttığını ortaya koymaktadır.

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How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19

Yıl 2024, Cilt: 25 Sayı: 2, 482 - 507, 01.07.2024
https://doi.org/10.17494/ogusbd.1473138

Öz

This paper investigates whether there has been a change in passenger satisfaction drivers for the three largest short-haul low-cost carriers in Europe before and after COVID-19. User-generated content on the Skytrax platform was used as the data source for passenger satisfaction, and these secondary data were scraped using the Web Scraper tool. Binary logistic regression was used for the classification model related to passenger satisfaction, and ROC analysis was used to evaluate the classification performance of the model. The findings suggested that the service attributes of seat comfort, cabin staff services, and ground services are significant predictors of value for money, and the value for money is a significant determinant of overall satisfaction in both periods. Additionally, it was revealed that ground service is the most important determinant of the value for money perception. The results also indicate that in the post-COVID-19 period, the predictive power of seat comfort has decreased while the predictive power of ground services has increased.

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  • Ostrowski, P. L., O′Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2), 16–24. https://doi.org/10.1177/004728759303200203
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  • Perçin, S. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of Air Transport Management, 68, 48-60. https://doi.org/10.1016/j.jairtraman.2017.07.004
  • Pereira, F., Costa, J. M., Ramos, R., & Raimundo, A. (2023). The impact of the COVID-19 pandemic on airlines’ passenger satisfaction. Journal of Air Transport Management, 112, 102441. https://doi.org/10.1016/j.jairtraman.2023.102441
  • Popp, D., Nia, A., Silvaieh, S., Sator, T., Tiefenboeck, T. M., Schmoelz, L., Babeluk, R., Hajdu, S., & Widhalm, H. K. (2022). The Epidemiological Transition of Surgically Treated Proximal Hip Fractures in Austria over the Course of the Pandemic—Back to Normal or a New Normal? Healthcare, 11(24), 3110. https://doi.org/10.3390/healthcare11243110
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Toplam 129 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Hizmet Pazarlaması
Bölüm Makaleler
Yazarlar

Ferhat İnce 0000-0003-3220-8909

Emircan Özdemir 0000-0002-1383-4712

Yayımlanma Tarihi 1 Temmuz 2024
Gönderilme Tarihi 24 Nisan 2024
Kabul Tarihi 4 Haziran 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 25 Sayı: 2

Kaynak Göster

APA İnce, F., & Özdemir, E. (2024). How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, 25(2), 482-507. https://doi.org/10.17494/ogusbd.1473138
AMA İnce F, Özdemir E. How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. Temmuz 2024;25(2):482-507. doi:10.17494/ogusbd.1473138
Chicago İnce, Ferhat, ve Emircan Özdemir. “How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 25, sy. 2 (Temmuz 2024): 482-507. https://doi.org/10.17494/ogusbd.1473138.
EndNote İnce F, Özdemir E (01 Temmuz 2024) How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 25 2 482–507.
IEEE F. İnce ve E. Özdemir, “How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19”, Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, c. 25, sy. 2, ss. 482–507, 2024, doi: 10.17494/ogusbd.1473138.
ISNAD İnce, Ferhat - Özdemir, Emircan. “How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 25/2 (Temmuz 2024), 482-507. https://doi.org/10.17494/ogusbd.1473138.
JAMA İnce F, Özdemir E. How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. 2024;25:482–507.
MLA İnce, Ferhat ve Emircan Özdemir. “How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, c. 25, sy. 2, 2024, ss. 482-07, doi:10.17494/ogusbd.1473138.
Vancouver İnce F, Özdemir E. How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. 2024;25(2):482-507.