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The Impact of the Covid 19 Pandemic on European Airlines' Passenger Satisfaction.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The Impact of the Covid 19 Pandemic on European Airlines' Passenger Satisfaction./
Author:	Pereira, Francisco Costa.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2021,
Description:	77 p.
Notes:	Source: Dissertations Abstracts International, Volume: 83-09, Section: B.
Contained By:	Dissertations Abstracts International83-09B.
Subject:	Aviation. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=28992062
ISBN:	9798209810735

The Impact of the Covid 19 Pandemic on European Airlines' Passenger Satisfaction.
Pereira, Francisco Costa.

The Impact of the Covid 19 Pandemic on European Airlines' Passenger Satisfaction. - Ann Arbor : ProQuest Dissertations & Theses, 2021 - 77 p.

Source: Dissertations Abstracts International, Volume: 83-09, Section: B.

Thesis (Master's)--ISCTE - Instituto Universitario de Lisboa (Portugal), 2021.

This item must not be sold to any third party vendors.

The COVID-19 pandemic brought many challenges to the airline industry, resulting in radical changes to the passengers' experience. The purpose of this study is to understand the differences in customer satisfaction between the pre-COVID-19 period and during the COVID-19 pandemic, as well the factors that influence said satisfaction. The sample of this study consists of a dataset with 9,745 reviews written by passengers on the well-known airline reviews website, airlinequality.com, owned by SKYTRAX. The reviews were analyzed with a sentiment analysis tool that was specially calibrated for the aviation industry to be more accurate. The findings of this study show that passengers were unhappy with airlines before the pandemic, and those feelings were aggravated after the COVID-19 outbreak. The behavior of airline staff is the main factor to influence passengers' satisfaction. The main takeaway is that passengers, after the pandemic, are mostly worried with refunds and aircraft cabin cleanliness. This study shows that analyzing passenger reviews is an effective way of gathering customer feedback, paving the way for airlines to continuously improve their service offerings.

ISBN: 9798209810735Subjects--Topical Terms:

873136
Aviation.

The Impact of the Covid 19 Pandemic on European Airlines' Passenger Satisfaction.
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300 $a 77 p.
500 $a Source: Dissertations Abstracts International, Volume: 83-09, Section: B.
500 $a Advisor: de Almeida Costa Pardal, Joana Martinho;Ramos, Ricardo Filipe.
502 $a Thesis (Master's)--ISCTE - Instituto Universitario de Lisboa (Portugal), 2021.
506 $a This item must not be sold to any third party vendors.
520 $a The COVID-19 pandemic brought many challenges to the airline industry, resulting in radical changes to the passengers' experience. The purpose of this study is to understand the differences in customer satisfaction between the pre-COVID-19 period and during the COVID-19 pandemic, as well the factors that influence said satisfaction. The sample of this study consists of a dataset with 9,745 reviews written by passengers on the well-known airline reviews website, airlinequality.com, owned by SKYTRAX. The reviews were analyzed with a sentiment analysis tool that was specially calibrated for the aviation industry to be more accurate. The findings of this study show that passengers were unhappy with airlines before the pandemic, and those feelings were aggravated after the COVID-19 outbreak. The behavior of airline staff is the main factor to influence passengers' satisfaction. The main takeaway is that passengers, after the pandemic, are mostly worried with refunds and aircraft cabin cleanliness. This study shows that analyzing passenger reviews is an effective way of gathering customer feedback, paving the way for airlines to continuously improve their service offerings.
520 $a A pandemia COVID-19 trouxe muitos desafios a industria da aviacao, resultando em drasticas alteracoes a experiencia dos passageiros. O objetivo deste estudo e compreender as diferencas na satisfacao dos passageiros, antes e depois da pandemia COVID-19, bem como quais os fatores que a influenciam. A amostra consiste em 9745 comentarios deixados por passageiros no conhecido site de comentarios, airlinequality.com, cujo proprietario e a SKYTRAX. Os comentarios foram analisados recorrendo a uma ferramenta de analise de sentimentos, especialmente calibrada para a industria aeronautica, de modo a obter resultados mais precisos. Os resultados sugerem que os passageiros nao estavam satisfeitos com as companhias aereas, e esse sentimento foi agravado durante a pandemia. O comportamento dos trabalhadores das companhias aereas sao o fator que mais influencia a satisfacao dos passageiros. A principal conclusao e que os passageiros, apos a pandemia, demonstram preocupacoes acrescidas com reembolsos e com a limpeza da cabine das aeronaves. Este estudo mostra que analise de comentarios de passageiros e uma forma eficiente de recolher a opiniao dos clientes, dando oportunidade as companhias aereas de melhorarem continuamente os seus servicos.
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