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Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites

Author

Listed:
  • Deniz Sulu

    (Department of Civil Aviation Management, Anadolu Bil Vocational School, Istanbul Aydin University, İstanbul 34295, Turkey)

  • Huseyin Arasli

    (Norwegian School of Hotel Management, University of Stavanger, 4036 Stavanger, Norway)

  • Mehmet Bahri Saydam

    (Faculty of Tourism, Eastern Mediterranean University, TRNC, Via Mersin 10, Gazimagusa 99628, Turkey)

Abstract

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 confinement-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 “cancellation”, “check-in”, “refund”, and “airport” concepts.

Suggested Citation

  • Deniz Sulu & Huseyin Arasli & Mehmet Bahri Saydam, 2021. "Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites," Sustainability, MDPI, vol. 14(1), pages 1-24, December.
    • Handle: RePEc:gam:jsusta:v:14:y:2021:i:1:p:435-:d:715586
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    References listed on IDEAS

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    1. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
    2. Park, Jin-Woo, 2007. "Passenger perceptions of service quality: Korean and Australian case studies," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 238-242.
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    Cited by:

    1. Kim, Dohun & Lim, Chaehwan & Ha, Hun-Koo, 2024. "Comparative analysis of changes in passenger's perception for airline companies' service quality before and during COVID-19 using topic modeling," Journal of Air Transport Management, Elsevier, vol. 115(C).
    2. Usman Ali & Huseyin Arasli & Furkan Arasli & Mehmet Bahri Saydam & Emel Capkiner & Emel Aksoy & Guzide Atai, 2023. "Determinants and Impacts of Quality Attributes on Guest Perceptions in Norwegian Green Hotels," Sustainability, MDPI, vol. 15(6), pages 1-29, March.
    3. Lopez-Valpuesta, Lourdes & Casas-Albala, Diana, 2023. "Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain)," Journal of Air Transport Management, Elsevier, vol. 108(C).
    4. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.

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