Perceptual maps of Turkish airline services for different periods using supervised machine learning approach and multidimensional scaling

Koçak, Bahri Baran; Atalık, Özlem

doi:10.1504/ijsa.2019.10025186

Cited by 2 publications

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“…The food and beverage services are an inflight service that is one of the most influential factors affecting the perceived quality of passengers (Šebjan et al, 2017). It is especially vital for premium passengers, and the quality of this service is one of the common words in online reviews (Koçak & Atalık, 2019;Korfiatis et al, 2019). High-quality food and beverage service at a reasonable price increases customer satisfaction and loyalty by improving the value of money, especially for full-service carriers (An & Noh, 2009).…”

Section: Hypotheses Proposedmentioning

confidence: 99%

“…It has been established that navigational searches of airline customers related to flight tickets vary significantly, even within hourly periods, as reported by Koçak (2020). In another example, focusing on tweets sent to 6 Turkish air carriers, Koçak and Atalık (2019) emphasized that the theme of food and beverages lessened, and flight convenience peaked during Ramadan. Pereira et al (2023) adopted a sentiment procedure to analyze 9745 reviews and revealed that the most crucial driver of passenger satisfaction is staff behavior in the post-COVID-19 period.…”

Section: Introductionmentioning

confidence: 97%

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Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM

İnce,

Atalık

2024

Journal of Aviation

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This paper aims to investigate whether there is an alteration in the drivers of air passenger satisfaction before and after COVID-19. We conducted the multigroup structural equation modelling with the diagonally weighted least squares estimation method as the variables are categorical. Lastly, we performed ANOVA to spot if there is a change in the drivers of passenger satisfaction between before and after the pandemic. The results suggest all service attributes have a significant impact on satisfaction in the pre-COVID-19 era. Even if it seems that in-flight entertainment and in-flight WiFi are not as influential as before in the post-pandemic, ANOVA results revealed the difference between the pre-pandemic and the new-normal period was not statistically significant. Accordingly, airlines should not ignore the need to improve service attributes, called premium services, and holistically improve service design. In addition, after value for money, the most important attribute for passengers is ground handling. Hence, speeding up the boarding process would return carriers in the form of more satisfied customers. To the best of our knowledge, this is the first paper employing Multigroup DWLS SEM to focus on changes in determinants of air passenger satisfaction in a holistic approach, focusing on pandemic periods.

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Section: Hypotheses Proposedmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 97%

Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM

İnce,

Atalık

2024

Journal of Aviation

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“…Therefore, in the highly competitive environment of the aviation sector, airlines must understand passengers' perceptions of the services they use and take corrective measures for problematic services to gain a competitive edge (Yomralıoğlu and Ük, 2023: 160). For example, perceptual maps of passengers based on the airline's flight periods can be created, similar to the study conducted by Koçak and Atalık (2019). Utilizing these maps, the perception of airline services can be measured through social media, and corrective actions for negative services can be instantly addressed While technological and political developments contribute to the growth of the air transportation sector, the service-oriented nature of air transportation highlights the concept of passenger satisfaction.…”

Section: Introductionmentioning

confidence: 99%

The Mediating Role of Customer Relationship Managment (CRM) in the Effect of Innovation on Perceived Service Quality: The Case of Airlines System

OKAN

2024

Journal of Aviation

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Today, businesses apply the Customer Relationship Management approach to ensure customer satisfaction and sustain customer loyalty. In this approach, it is aimed to go beyond satisfaction by putting the customer at the center. This research conducted at Antalya Airport aims to examine the impact of technological innovations by airline companies on the perceived service quality of passengers and how this impact is shaped through customer relationship management practices. The results of the study provide strategic recommendations and guidance for companies in the aviation sector. This presents an innovation in facilitating companies to make direct inferences from the research findings, aiding them in deriving practical insights. Through face-to-face interviews with passengers arriving at Antalya Airport, a sample of 430 respondents was reached, and all completed surveys were utilized. The data obtained from these passengers were analyzed using IBM SPSS 21 and SmartPLS 4 programs within the framework of established hypotheses. The results of the Structural Equation Analysis indicate a direct partial impact of innovative activities implemented by airline companies on the perceived service quality. This direct effect is found to create a complete impact indirectly. Additionally, it has been determined how customer relationship management practices shape this impact by acting as a mediator. The findings provide guidance to airline companies in understanding the influence of technological innovations on customer satisfaction and optimizing strategic customer relationship management practices. This study recommends that companies in the aviation sector focus on technological innovations to gain a competitive advantage and enhance customer satisfaction.

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Perceptual maps of Turkish airline services for different periods using supervised machine learning approach and multidimensional scaling

Cited by 2 publications

References 0 publications

Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM

Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM

The Mediating Role of Customer Relationship Managment (CRM) in the Effect of Innovation on Perceived Service Quality: The Case of Airlines System

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