Air‐Travelers’ Perceptions of Service Quality during the COVID‐19 Pandemic: Evidence from

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Sulu D., Arasli H., Saydam M. B.

Sustainability (Switzerland), vol.14, no.1, 2022 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 14 Issue: 1
  • Publication Date: 2022
  • Doi Number: 10.3390/su14010435
  • Journal Name: Sustainability (Switzerland)
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Social Sciences Citation Index (SSCI), Scopus, Aerospace Database, CAB Abstracts, Communication Abstracts, Food Science & Technology Abstracts, Geobase, INSPEC, Metadex, Veterinary Science Database, Directory of Open Access Journals, Civil Engineering Abstracts
  • Keywords: COVID-19 outbreak, online passengers' reviews, passengers' satisfaction, Leximancer, airline, TripAdvisor, AIRLINE PASSENGER, LOW-COST, SATISFACTION, EXPECTATIONS, EXPERIENCE, BEHAVIOR, HOTELS, NVIVO, IMAGE
  • Anadolu University Affiliated: No


© 2021 by the authors. Li-censee MDPI, Basel, Switzerland.The COVID‐19 pandemic has impacted both healthcare and the economy on a global scale. This pandemic has changed consumer habits and behaviors significantly, primarily because of con-finement‐related issues. While numerous research has been undertaken to study customer satisfaction using surveys and online passenger ratings, the effect of COVID‐19 on passenger satisfaction has not been explored. It is vital to assess satisfaction indicators gathered from online consumer reviews to ascertain consumers’ preferences for airline services during the COVID‐19 pandemic. The goal of this study is to determine the primary themes that emerged from airline travelers’ internet reviews during the COVID‐19 outbreak. Additionally, it attempts to determine which of these themes relate to higher and lower passenger satisfaction. The article uses qualitative (i.e., narratives) analyses to examine the main components of passengers’ subjective experiences of the airline. Data are represented by passenger reviews posted on the TripAdvisor website. The analyses revealed ten themes in descriptions of airline travel experiences. These include “flight”, “service”, “staff”, “food”, “check‐in”, “cancellation”, “COVID‐19”, “airport”, “class”, and “luggage”. Dissatisfying concepts are linked with the “cancella-tion”, “check‐in”, “refund”, and “airport” concepts.