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Analysis of The Effect of The COVID-19 Pandemic on Customer Satisfaction and The Airline Passenger Transportation Sector

Year 2025, Volume: 9 Issue: 2, 348 - 361, 28.06.2025

Tarık Çakar , Binnur Akif , Mohammed Beşir Kebbe

https://doi.org/10.30518/jav.1636153

Abstract

The COVID-19 pandemic has significantly impacted the airline industry, altering customer expectations and satisfaction. The restrictions imposed during the early stages of the pandemic, such as travel bans and flight cancellations, have reshaped the dynamics of air travel. As businesses adapt to the “New Normal”, understanding and addressing evolving customer needs have become critical for sustaining trust and satisfaction. This study examines the effects of the COVID-19 pandemic on customer satisfaction within the airline industry. A survey-based research methodology was employed to assess passenger experiences and perceptions. The findings provide insights into the key factors influencing customer satisfaction in the post-pandemic era and offer strategic recommendations for airline companies to enhance service quality and customer loyalty.

Keywords

Aviation Airline industry Customer relations Customer satisfaction The new normal after COVID-19

References

  • Abate, M., Christidis, P., & Purwanto, A. J. (2020). Government support to airlines in the aftermath of the COVID-19 pandemic. Journal of Air Transport Management, 89, 101931., 1-15.
  • Albers, S., & Rundshagen, V. (2020). European airlines’ strategic responses to the COVID-19 pandemic (January-May, 2020). Journal of Air Transport Management, 87, 101863., 1-7.
  • Amankwah-Amoah, J. (2020a). Note: Mayday, Mayday, Mayday! Responding to environmental shocks: Insights on global airlines’ responses to COVID-19. Transportation Research Part E: Logistics and Transportation Review, 143, 102098., 1-9.
  • Amankwah-Amoah, J. (2020b). Stepping up and stepping out of COVID-19: New challenges for environmental sustainability policies in the global airline industry. Journal of Cleaner Production, 271, 123000., 1-8.
  • Aşcı, H. B., Koçak, R. D., Dalmış, A. B., & Göçmen, F. D. (2022). Managing EBOLA and COVID-19 crisis for aviation industry: Did industry learn how to learn?. Revista de Investigaciones Universidad del Quindío, 34(1), 6-20.
  • Athanasiadou, C., & Theriou, G. (2021). Corporate Social Responsibility (CSR) Employee Outcomes in the Aviation Industry during the COVID-19 Pandemic Era. A Conceptual Framework. Management and Business Research Quarterly, 18, 28-44.
  • Bauer, L. B., Bloch, D., & Merkert, R. (2020). Ultra Long-Haul: an emerging business model accelerated by COVID-19. Journal of Air Transport Management, 89, 101901., 1-8.
  • Bouwer, J., Saxon, S., & Wittkamp, N. (2021). Back to the future? Airline sector posed for change post-COVID-19, McKinsey & Company, http://www. mckinsey.com, [Access Date: 1 July 2022].
  • Değirmenci, E. (2011). Türk Hava Yolları’nda Müşteri Memnuniyetinin Servqual İle Ölçümü [Yüksek Lisans Tezi], Yıldız Teknik Üniversitesi, İstanbul, 1-2.
  • Dube, K. (2021). Implications of COVID-19 induced lockdown on the South African tourism industry and prospects for recovery. African Journal of Hospitality, Tourism and Leisure, 10(1), 270-287.
  • Dube, K., Nhamo, G., & Chikodzi, D. (2021). COVID-19 pandemic and prospects for recovery of the global aviation industry. Journal of Air Transport Management, 92, 102022., 1-12.
  • Ertuğrul, Y. (2018). Havayolu Yolcu Taşımacılığında Müşteri Memnuniyeti: Bir Uygulama. [Yüksek Lisans Tezi], Pamukkale Üniversitesi, Denizli, 23-24.
  • Fathurahman, H., Berawi, M. A., Sulistyarini, I., Kusuma, A., & Nasution, Y. (2020). Post COVID-19 recovery models and strategies for aviation in Indonesia. International Journal of Technology, 11(6), 1265-1274.
  • Florido-Benítez, L. (2021). The effects of COVID-19 on Andalusian tourism and aviation sector. Tourism Review, 76(4), 829-857.
  • Gole, I., Dobrea, R. C., & Gombos, C. C. (2021). Aviation industry-challenges and uncertainties after the Covid- 19 pandemic. In: SHS Web of Conferences (Vol. 92, p.1-9), EDP Sciences.
  • Gössling, S. (2020). Risks, resilience, and pathways to sustainable aviation: A COVID-19 perspective. Journal of Air Transport Management, 89, 101933., 1-4.
  • Gudmundsson, S. V., Cattaneo, M., & Redondi, R. (2021). Forecasting temporal world recovery in air transport markets in the presence of large economic shocks: The case of COVID-19. Journal of Air Transport Management, 91, 102007., 1-8.
  • Iacus, S. M., Natale, F., Santamaria, C., Spyratos, S., & Vespe, M. (2020). Estimating and projecting air passenger traffic during the COVID-19 coronavirus outbreak and its socio-economic impact. Safety Science, 129, 104791, 1-11.
  • Ibn-Mohammed, T., Mustapha, K. B., Godsell, J., Adamu, Z., Babatunde, K. A., Akintade, D. D., ... & Koh, S. C. L. (2021). A critical analysis of the impacts of COVID-19 on the global economy and ecosystems and opportunities for circular economy strategies. Resources, Conservation and Recycling, 164, 105169., 1-22.
  • Karim, W., Haque, A., Anis, Z., & Ulfy, M. A. (2020). The movement control order (MCO) for COVID-19 crisis and its impact on tourism and hospitality sector in Malaysia. International Tourism and Hospitality Journal, 3(2), 1-7.
  • Khanna, S., Dholakiya, T., Prakash, S., Gupta, S., & Jain, U. (2021). Application of the Hungarian Assignment Method in the Aviation Industry. International Journal of Innovative Science and Research Technology, 6(10), 300-305.
  • Khatib, A. N., Carvalho, A. M., Primavesi, R., To, K., & Poirier, V. (2020). Navigating the risks of flying during COVID-19: a review for safe air travel. Journal of Travel Medicine, 27(8), 1-9.
  • Kim, E., Beckman, S., Kim, K., & Santema, S. (2022). Designing for dynamic stability in an uncertain world: A media content study of the aviation industry. In: Lockton, D., Lenzi, S., Hekkert, P., Oak, A., Sádaba, J., Lloyd, P. (eds.), DRS2022: Bilbao, 25 June-3 July, Bilbao, Spain. https://doi.org/10.21606/ drs.2022.376.
  • Kiraci, K., Tanriverdi, G., & Akan, E. (2023). Analysis of factors affecting the sustainable success of airlines during the COVID-19 pandemic. Transportation Research Record, 2677(4), 350-379.
  • Korkmaz, H., Gırıtlıoğlu, İ., & Avcıkurt, C. (2015). Havayolları İç Hatlarda Algılanan Hizmet Kalitesinin Müşteri Memnuniyeti ve Tekrar Satın Alma Davranışına Etkisi. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(2), 248-265.
  • Kurnaz, S., & Rodrigues, A. (2022). The Perspectives of the Air Transport Market in Turkey During Covid-19 Pandemic. Management Theory and Studies for Rural Business and Infrastructure Development, 44(2), 235- 243.
  • Lamb, T. L., Winter, S. R., Rice, S., Ruskin, K. J., & Vaughn, A. (2020). Factors that predict passengers willingness to fly during and after the COVID-19 pandemic. Journal of Air Transport Management, 89, 101897., 1-10.
  • Lau, H., Khosrawipour, V., Kocbach, P., Mikolajczyk, A., Ichii, H., Zacharski, M., ... & Khosrawipour, T. (2020). The association between international and domestic air traffic and the coronavirus (COVID-19) outbreak. Journal of Microbiology, Immunology and Infection, 53(3), 467-472.
  • Linden, E. (2021). Pandemics and environmental shocks: What aviation managers should learn from COVID-19 for long-term planning. Journal of Air Transport Management, 90, 101944., 1-12.
  • Maci̇t, A., & Göçer, S. (2017). Relationship Between Airline Suppliers, Airline and Airline Customers: Fish Clamp Model. JOEEP: Journal of Emerging Economies and Policy, 2(1), 1-14.
  • Maneenop, S., & Kotcharin, S. (2020). The impacts of COVID-19 on the global airline industry: An event study approach. Journal of air transport management, 89, 101920., 1-6.
  • Mhalla, M. (2020). The impact of novel coronavirus (COVID-19) on the global oil and aviation markets. Journal of Asian Scientific Research, 10(2), 96-104.
  • Monmousseau, P., Marzuoli, A., Feron, E., & Delahaye, D. (2020). Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep. Transportation Research Interdisciplinary Perspectives, 7, 100179.,1-11.
  • Munawar, H. S., Khan, S. I., Qadir, Z., Kouzani, A. Z., & Mahmud, M. P. (2021). Insight into the impact of COVID-19 on Australian transportation sector: An economic and community-based perspective. Sustainability,13(3), 1276, 1-24.
  • Naboush, E., & Alnimer, R. (2020). Air carrier’s liability for the safety of passengers during COVID-19 pandemic. Journal of Air Transport Management, 89, 101896., 1-9.
  • Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., ... & Agha, R. (2020). The socio-economic implications of the coronavirus pandemic (COVID-19): A review. International Journal of Surgery, 78, 185-193.
  • Nižetić, S. (2020). Impact of coronavirus (COVID‐19) pandemic on air transport mobility, energy, and environment: A case study. International Journal of Energy Research, 44(13), 10953-10961.
  • Roy, S. (2020). Economic Impact of COVID-19 Pandemic, https://www.researchgate.net/profile/Shohini-Roy/ publication/343222400_ECONOMIC_IMPACT_OF_COVID19_PANDEMIC/links/5fa1e11e92851c 14bc036d68/ ECONOMIC-IMPACT-OF-COVID-19-PANDEMIC.pdf. [Access Date: 23 September 2021].
  • Sayım, S., & Salepçi̇oğlu, M. (2020). Türk Sivil Havacılık Sektöründe Yolcu Memnuniyeti ve Sadakat İlişkisi: Türk Havayolları Örnek Çalışması. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 19(37), 569-592.
  • Serrano, F., & Kazda, A. (2020). The future of airports post COVID-19. Journal of Air Transport Management, 89, 101900, 1-10.
  • Song, K. H., & Choi, S. (2020). A study on the behavioral change of passengers on sustainable air transport after COVID-19. Sustainability, 12(21), 9207., 1-18.
  • Su, M., Hu, B., Luan, W., & Tian, C. (2022). Effects of COVID-19 on China’s civil aviation passenger transport market. Research in Transportation Economics, 96, 101217., 1-9.
  • Suau-Sanchez, P., Voltes-Dorta, A., & Cugueró-Escofet, N. (2020). An early assessment of the impact of COVID-19 on air transport: Just another crisis or the end of aviation as we know it?. Journal of Transport Geography, 86, 102749., 1-8.
  • Suk, M., & Kim, W. (2021). COVID-19 and the airline industry: crisis management and resilience. Tourism Review, 76(4), 984-998.
  • Sun, X., Wandelt, S., & Zhang, A. (2020). How did COVID-19 impact air transportation? A first peek through the lens of complex networks. Journal of Air Transport Management, 89, 101928, 1-7.
  • Susilo, A., Abadi, M. K. R., Sahroni, A., & Afif, M. (2022). The Influence of Service Quality towards Customer Satisfaction on Garuda Airline of Yogyakarta International Airport on Pandemic Covid-19. Al Tijarah, 8(1), 1-14.
  • Tikhonov, A. I., Sazonov, A. A., Kraev, V. M., & Kuzmina-Merlino, I. (2022). The Main Trends and Challenges in The Development of the Different Industries During The COVID-19 Pandemic. Foundations of Computing and Decision Sciences, 47(2), 209-231.
  • Tisdall, L., Zhang, Y., & Zhang, A. (2021). COVID-19 impacts on general aviation–comparative experiences, governmental responses and policy imperatives. Transport Policy, 110, 273-280.
  • Topal, B., Şahi̇n, H., & Topal, B. (2019). Havayolu İle Yolcu Taşımacılığında Müşteri Memnuniyetini Etkileyen Faktörlerin Belirlenmesi: İstanbul Hava Limanları Örneği. Balkan Sosyal Bilimler Dergisi, 8(16), 119-128.
  • Tuchen, S., Arora, M., & Blessing, L. (2020). Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19. Journal of Air Transport Management, 89, 101919, 1-10.
  • Udoka, C. G. (2020). The impact of passenger’s traffic on exchange rate and economic growth in Nigerian aviation industry. International Journal of Research in Industrial Engineering, 9(4), 364-378.

Year 2025, Volume: 9 Issue: 2, 348 - 361, 28.06.2025

Tarık Çakar , Binnur Akif , Mohammed Beşir Kebbe

https://doi.org/10.30518/jav.1636153

Abstract

References

  • Abate, M., Christidis, P., & Purwanto, A. J. (2020). Government support to airlines in the aftermath of the COVID-19 pandemic. Journal of Air Transport Management, 89, 101931., 1-15.
  • Albers, S., & Rundshagen, V. (2020). European airlines’ strategic responses to the COVID-19 pandemic (January-May, 2020). Journal of Air Transport Management, 87, 101863., 1-7.
  • Amankwah-Amoah, J. (2020a). Note: Mayday, Mayday, Mayday! Responding to environmental shocks: Insights on global airlines’ responses to COVID-19. Transportation Research Part E: Logistics and Transportation Review, 143, 102098., 1-9.
  • Amankwah-Amoah, J. (2020b). Stepping up and stepping out of COVID-19: New challenges for environmental sustainability policies in the global airline industry. Journal of Cleaner Production, 271, 123000., 1-8.
  • Aşcı, H. B., Koçak, R. D., Dalmış, A. B., & Göçmen, F. D. (2022). Managing EBOLA and COVID-19 crisis for aviation industry: Did industry learn how to learn?. Revista de Investigaciones Universidad del Quindío, 34(1), 6-20.
  • Athanasiadou, C., & Theriou, G. (2021). Corporate Social Responsibility (CSR) Employee Outcomes in the Aviation Industry during the COVID-19 Pandemic Era. A Conceptual Framework. Management and Business Research Quarterly, 18, 28-44.
  • Bauer, L. B., Bloch, D., & Merkert, R. (2020). Ultra Long-Haul: an emerging business model accelerated by COVID-19. Journal of Air Transport Management, 89, 101901., 1-8.
  • Bouwer, J., Saxon, S., & Wittkamp, N. (2021). Back to the future? Airline sector posed for change post-COVID-19, McKinsey & Company, http://www. mckinsey.com, [Access Date: 1 July 2022].
  • Değirmenci, E. (2011). Türk Hava Yolları’nda Müşteri Memnuniyetinin Servqual İle Ölçümü [Yüksek Lisans Tezi], Yıldız Teknik Üniversitesi, İstanbul, 1-2.
  • Dube, K. (2021). Implications of COVID-19 induced lockdown on the South African tourism industry and prospects for recovery. African Journal of Hospitality, Tourism and Leisure, 10(1), 270-287.
  • Dube, K., Nhamo, G., & Chikodzi, D. (2021). COVID-19 pandemic and prospects for recovery of the global aviation industry. Journal of Air Transport Management, 92, 102022., 1-12.
  • Ertuğrul, Y. (2018). Havayolu Yolcu Taşımacılığında Müşteri Memnuniyeti: Bir Uygulama. [Yüksek Lisans Tezi], Pamukkale Üniversitesi, Denizli, 23-24.
  • Fathurahman, H., Berawi, M. A., Sulistyarini, I., Kusuma, A., & Nasution, Y. (2020). Post COVID-19 recovery models and strategies for aviation in Indonesia. International Journal of Technology, 11(6), 1265-1274.
  • Florido-Benítez, L. (2021). The effects of COVID-19 on Andalusian tourism and aviation sector. Tourism Review, 76(4), 829-857.
  • Gole, I., Dobrea, R. C., & Gombos, C. C. (2021). Aviation industry-challenges and uncertainties after the Covid- 19 pandemic. In: SHS Web of Conferences (Vol. 92, p.1-9), EDP Sciences.
  • Gössling, S. (2020). Risks, resilience, and pathways to sustainable aviation: A COVID-19 perspective. Journal of Air Transport Management, 89, 101933., 1-4.
  • Gudmundsson, S. V., Cattaneo, M., & Redondi, R. (2021). Forecasting temporal world recovery in air transport markets in the presence of large economic shocks: The case of COVID-19. Journal of Air Transport Management, 91, 102007., 1-8.
  • Iacus, S. M., Natale, F., Santamaria, C., Spyratos, S., & Vespe, M. (2020). Estimating and projecting air passenger traffic during the COVID-19 coronavirus outbreak and its socio-economic impact. Safety Science, 129, 104791, 1-11.
  • Ibn-Mohammed, T., Mustapha, K. B., Godsell, J., Adamu, Z., Babatunde, K. A., Akintade, D. D., ... & Koh, S. C. L. (2021). A critical analysis of the impacts of COVID-19 on the global economy and ecosystems and opportunities for circular economy strategies. Resources, Conservation and Recycling, 164, 105169., 1-22.
  • Karim, W., Haque, A., Anis, Z., & Ulfy, M. A. (2020). The movement control order (MCO) for COVID-19 crisis and its impact on tourism and hospitality sector in Malaysia. International Tourism and Hospitality Journal, 3(2), 1-7.
  • Khanna, S., Dholakiya, T., Prakash, S., Gupta, S., & Jain, U. (2021). Application of the Hungarian Assignment Method in the Aviation Industry. International Journal of Innovative Science and Research Technology, 6(10), 300-305.
  • Khatib, A. N., Carvalho, A. M., Primavesi, R., To, K., & Poirier, V. (2020). Navigating the risks of flying during COVID-19: a review for safe air travel. Journal of Travel Medicine, 27(8), 1-9.
  • Kim, E., Beckman, S., Kim, K., & Santema, S. (2022). Designing for dynamic stability in an uncertain world: A media content study of the aviation industry. In: Lockton, D., Lenzi, S., Hekkert, P., Oak, A., Sádaba, J., Lloyd, P. (eds.), DRS2022: Bilbao, 25 June-3 July, Bilbao, Spain. https://doi.org/10.21606/ drs.2022.376.
  • Kiraci, K., Tanriverdi, G., & Akan, E. (2023). Analysis of factors affecting the sustainable success of airlines during the COVID-19 pandemic. Transportation Research Record, 2677(4), 350-379.
  • Korkmaz, H., Gırıtlıoğlu, İ., & Avcıkurt, C. (2015). Havayolları İç Hatlarda Algılanan Hizmet Kalitesinin Müşteri Memnuniyeti ve Tekrar Satın Alma Davranışına Etkisi. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(2), 248-265.
  • Kurnaz, S., & Rodrigues, A. (2022). The Perspectives of the Air Transport Market in Turkey During Covid-19 Pandemic. Management Theory and Studies for Rural Business and Infrastructure Development, 44(2), 235- 243.
  • Lamb, T. L., Winter, S. R., Rice, S., Ruskin, K. J., & Vaughn, A. (2020). Factors that predict passengers willingness to fly during and after the COVID-19 pandemic. Journal of Air Transport Management, 89, 101897., 1-10.
  • Lau, H., Khosrawipour, V., Kocbach, P., Mikolajczyk, A., Ichii, H., Zacharski, M., ... & Khosrawipour, T. (2020). The association between international and domestic air traffic and the coronavirus (COVID-19) outbreak. Journal of Microbiology, Immunology and Infection, 53(3), 467-472.
  • Linden, E. (2021). Pandemics and environmental shocks: What aviation managers should learn from COVID-19 for long-term planning. Journal of Air Transport Management, 90, 101944., 1-12.
  • Maci̇t, A., & Göçer, S. (2017). Relationship Between Airline Suppliers, Airline and Airline Customers: Fish Clamp Model. JOEEP: Journal of Emerging Economies and Policy, 2(1), 1-14.
  • Maneenop, S., & Kotcharin, S. (2020). The impacts of COVID-19 on the global airline industry: An event study approach. Journal of air transport management, 89, 101920., 1-6.
  • Mhalla, M. (2020). The impact of novel coronavirus (COVID-19) on the global oil and aviation markets. Journal of Asian Scientific Research, 10(2), 96-104.
  • Monmousseau, P., Marzuoli, A., Feron, E., & Delahaye, D. (2020). Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep. Transportation Research Interdisciplinary Perspectives, 7, 100179.,1-11.
  • Munawar, H. S., Khan, S. I., Qadir, Z., Kouzani, A. Z., & Mahmud, M. P. (2021). Insight into the impact of COVID-19 on Australian transportation sector: An economic and community-based perspective. Sustainability,13(3), 1276, 1-24.
  • Naboush, E., & Alnimer, R. (2020). Air carrier’s liability for the safety of passengers during COVID-19 pandemic. Journal of Air Transport Management, 89, 101896., 1-9.
  • Nicola, M., Alsafi, Z., Sohrabi, C., Kerwan, A., Al-Jabir, A., Iosifidis, C., ... & Agha, R. (2020). The socio-economic implications of the coronavirus pandemic (COVID-19): A review. International Journal of Surgery, 78, 185-193.
  • Nižetić, S. (2020). Impact of coronavirus (COVID‐19) pandemic on air transport mobility, energy, and environment: A case study. International Journal of Energy Research, 44(13), 10953-10961.
  • Roy, S. (2020). Economic Impact of COVID-19 Pandemic, https://www.researchgate.net/profile/Shohini-Roy/ publication/343222400_ECONOMIC_IMPACT_OF_COVID19_PANDEMIC/links/5fa1e11e92851c 14bc036d68/ ECONOMIC-IMPACT-OF-COVID-19-PANDEMIC.pdf. [Access Date: 23 September 2021].
  • Sayım, S., & Salepçi̇oğlu, M. (2020). Türk Sivil Havacılık Sektöründe Yolcu Memnuniyeti ve Sadakat İlişkisi: Türk Havayolları Örnek Çalışması. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 19(37), 569-592.
  • Serrano, F., & Kazda, A. (2020). The future of airports post COVID-19. Journal of Air Transport Management, 89, 101900, 1-10.
  • Song, K. H., & Choi, S. (2020). A study on the behavioral change of passengers on sustainable air transport after COVID-19. Sustainability, 12(21), 9207., 1-18.
  • Su, M., Hu, B., Luan, W., & Tian, C. (2022). Effects of COVID-19 on China’s civil aviation passenger transport market. Research in Transportation Economics, 96, 101217., 1-9.
  • Suau-Sanchez, P., Voltes-Dorta, A., & Cugueró-Escofet, N. (2020). An early assessment of the impact of COVID-19 on air transport: Just another crisis or the end of aviation as we know it?. Journal of Transport Geography, 86, 102749., 1-8.
  • Suk, M., & Kim, W. (2021). COVID-19 and the airline industry: crisis management and resilience. Tourism Review, 76(4), 984-998.
  • Sun, X., Wandelt, S., & Zhang, A. (2020). How did COVID-19 impact air transportation? A first peek through the lens of complex networks. Journal of Air Transport Management, 89, 101928, 1-7.
  • Susilo, A., Abadi, M. K. R., Sahroni, A., & Afif, M. (2022). The Influence of Service Quality towards Customer Satisfaction on Garuda Airline of Yogyakarta International Airport on Pandemic Covid-19. Al Tijarah, 8(1), 1-14.
  • Tikhonov, A. I., Sazonov, A. A., Kraev, V. M., & Kuzmina-Merlino, I. (2022). The Main Trends and Challenges in The Development of the Different Industries During The COVID-19 Pandemic. Foundations of Computing and Decision Sciences, 47(2), 209-231.
  • Tisdall, L., Zhang, Y., & Zhang, A. (2021). COVID-19 impacts on general aviation–comparative experiences, governmental responses and policy imperatives. Transport Policy, 110, 273-280.
  • Topal, B., Şahi̇n, H., & Topal, B. (2019). Havayolu İle Yolcu Taşımacılığında Müşteri Memnuniyetini Etkileyen Faktörlerin Belirlenmesi: İstanbul Hava Limanları Örneği. Balkan Sosyal Bilimler Dergisi, 8(16), 119-128.
  • Tuchen, S., Arora, M., & Blessing, L. (2020). Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19. Journal of Air Transport Management, 89, 101919, 1-10.
  • Udoka, C. G. (2020). The impact of passenger’s traffic on exchange rate and economic growth in Nigerian aviation industry. International Journal of Research in Industrial Engineering, 9(4), 364-378.
There are 51 citations in total.

Details

Primary Language English
Subjects Passenger Needs
Journal Section Research Articles
Authors

Tarık Çakar 0000-0001-8492-3707

Binnur Akif 0000-0001-8708-702X

Mohammed Beşir Kebbe 0009-0007-2158-3507

Publication Date June 28, 2025
Submission Date February 9, 2025
Acceptance Date June 18, 2025
Published in Issue Year 2025 Volume: 9 Issue: 2

Cite

APA Çakar, T., Akif, B., & Kebbe, M. B. (2025). Analysis of The Effect of The COVID-19 Pandemic on Customer Satisfaction and The Airline Passenger Transportation Sector. Journal of Aviation, 9(2), 348-361. https://doi.org/10.30518/jav.1636153
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