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

Ferhat İnce Emircan Özdemir

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.

Anahtar Kelimeler

Yolcu Memnuniyeti, Düşük Maliyetli Taşıyıcılar, İkili Lojistik Regresyon

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

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.

Anahtar Kelimeler

Passenger Satisfaction, Low-Cost Carriers, Binary Logistic Regression

Kaynakça

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