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The change in quality perceptions of tourists using airlines for transportation in Turkish zone in post - Covid era/
(Naderi Adib, Naghmeh.) |
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Bibliographical information (record 424726) |
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- Thesis (Master).
- Includes references (68 - 72 p.)
- The COVID-19 pandemic has impacted Aviation industry , 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. This research 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. Keywords: Aviaition- COVID-19 outbreak; online passengers’ reviews; passengers’ satisfaction; Leximancer; airline; TripAdvisor
- English.
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9642364853
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Item available
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University of Kyrenia Grand Library1st Floor (TL726.2 .N33 2023)
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