in: Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era, Giuseppe Catenazzo, Editor, IGI GLOBAL, Nancy, pp.155-175, 2022
The unforeseen emerge of
COVID-19 pandemic back in March 2020 made a huge
impact both nationally and internationally in Turkey. One of the
impacts of this disaster was on transportation services both for goods and
passengers. Therefore, the focus of this study was determined to be on
airline passengers’ satisfaction and complaints in
this bothersome period. The aim was to discover the problematic
dimensions of the service provided and possibly
minimize these incidents both for the sake of the airline companies and
the passengers. The content analysis method
was utilized and 125 reviews containing 280 complaints were
analyzed. It was discovered that the most criticized SERVQUAL dimension
for Turkey based airlines in the first year of COVID-19 pandemic was
reliability. These findings have the potential to guide professionals of
passengers’ transportation services on which practices should be improved.
Keywords: Service Failure,
Customer Complaints, Airline Service Quality, Service Marketing,
Covid-19