COVID-19 Havayolu Yolcu Memnuniyetini Nasıl Etkiledi? COVID-19 Öncesi ve Sonrası Avrupalı Kısa Mesafeli Düşük Maliyetli Havayollarında Yolcu Memnuniyetinin Değerlendirilmesi

Yıl 2024, Cilt: 25 Sayı: 2, 482 - 507, 01.07.2024

Ferhat İnce , Emircan Özdemir

https://doi.org/10.17494/ogusbd.1473138

Öz

Bu çalışma, COVID-19 öncesi ve sonrasında Avrupa'daki en büyük üç kısa mesafeli düşük maliyetli havayolu şirketinin yolcu memnuniyetini etkileyen değişkenlerinde değişim olup olmadığını araştırmayı amaçlamaktadır. Yolcu memnuniyetine ilişkin veri kaynağı olarak Skytrax platformunda yer alan kullanıcı türevli içerikler kullanılmış ve bu ikincil veriler Web Scraper aracı kullanılarak elde edilmiştir. Yolcu memnuniyetine ilişkin sınıflandırma modeli için ikili lojistik regresyon ve modelin sınıflandırma performansını değerlendirmek için ROC analizi kullanılmıştır. Bulgular, koltuk konforu, kabin personeli hizmetleri ve yer hizmetleri hizmet özelliklerinin fiyat-değer algısının önemli belirleyicileri olduğunu ve fiyat-değer algısının iki dönemde de genel memnuniyetin önemli bir belirleyicisi olduğunu göstermiştir. Ayrıca, fiyat-değer algısının en önemli belirleyicisinin yer hizmetleri olduğu ortaya konmuştur. Sonuçlar ayrıca, COVID-19 sonrası dönemde koltuk konforunun tahmin gücünün azaldığını ve yer hizmetlerinin tahmin gücünün arttığını ortaya koymaktadır.

Anahtar Kelimeler

Yolcu Memnuniyeti, Düşük Maliyetli Taşıyıcılar, İkili Lojistik Regresyon

How Has COVID-19 Affected Airline Passenger Satisfaction? Evaluating The Passenger Satisfaction of European Short-Haul Low-Cost Carriers Pre- and Post-COVID-19

Öz

This paper investigates whether there has been a change in passenger satisfaction drivers for the three largest short-haul low-cost carriers in Europe before and after COVID-19. User-generated content on the Skytrax platform was used as the data source for passenger satisfaction, and these secondary data were scraped using the Web Scraper tool. Binary logistic regression was used for the classification model related to passenger satisfaction, and ROC analysis was used to evaluate the classification performance of the model. The findings suggested that the service attributes of seat comfort, cabin staff services, and ground services are significant predictors of value for money, and the value for money is a significant determinant of overall satisfaction in both periods. Additionally, it was revealed that ground service is the most important determinant of the value for money perception. The results also indicate that in the post-COVID-19 period, the predictive power of seat comfort has decreased while the predictive power of ground services has increased.

Anahtar Kelimeler

Passenger Satisfaction, Low-Cost Carriers, Binary Logistic Regression

Kaynakça

• Agresti, A. (2002). Categorical data analysis (2nd ed.). Wiley.
• Al-Ghamdi, A. S. (2002). Using logistic regression to estimate the influence of accident factors on accident severity. Accident Analysis & Prevention, 34(6), 729-741. https://doi.org/10.1016/S0001-4575(01)00073-2
• Allison, P. D. (1999). Logistic Regression Using the SAS System: Theory and Application. SAS Publishing.
• Alshahrani, S. M., Dehom, S., Almutairi, D., Alnasser, B. S., Alsaif, B., Alabdrabalnabi, A. A., Rahmah, A. B., Alshahrani, M. S., El-Metwally, A., Al-Khateeb, B. F., Othman, F., & Alam, M. M. (2021). Acceptability of COVID-19 vaccination in Saudi Arabia: A cross-sectional study using a web-based survey. Human Vaccines & Immunotherapeutics, 17(10), 3338–3347. https://doi.org/10.1080/21645515.2021.1936869
• Araslı, H., Saydam, M. B., Jafari, K., & Araslı, F. (2023). Nordic Airports’ service quality attributes: themes in online reviews. Scandinavian Journal of Hospitality and Tourism, 23(2–3), 248–263. https://doi.org/10.1080/15022250.2023.2259345
• ATAG. (2020). Aviation: Benefits beyond borders. Retrieved November 13, 2023, from https://aviationbenefits.org/media/167517/aw-oct-final-atag_abbb-2020-publication-digital.pdf
• Atalık, Ö., Bakır, M., & Akan, Ş. (2019). The role of In-Flight Service Quality on value for Money in Business Class: A Logit model on the airline industry. Administrative Sciences, 9(1), 26. https://doi.org/10.3390/admsci9010026
• Bae, W., & Chi, J. (2021). Content analysis of passengers’ perceptions of airport service quality: the case of Honolulu International Airport. Journal of Risk and Financial Management, 15(1), 5. https://doi.org/10.3390/jrfm15010005
• Bakır, M., Akan, Ş., Özdemir, E., Nguyen, P., Tsai, J., & Pham, H. (2022). How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews. Sustainability, 14(4), 2151. https://doi.org/10.3390/su14042151
• Ban, H., & Kim, H. (2019). Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review. Sustainability, 11(15), 4066. https://doi.org/10.3390/su11154066
• Barakat, H., Yeniterzi, R., & Martín-Domingo, L. (2021). Applying deep learning models to twitter data to detect airport service quality. Journal of Air Transport Management, 91, 102003. https://doi.org/10.1016/j.jairtraman.2020.102003
• Barreda, A. A., & Bilgihan, A. (2013). An analysis of user‐generated content for hotel experiences. Journal of Hospitality and Tourism Technology, 4(3), 263–280. https://doi.org/10.1108/jhtt-01-2013-0001
• Barton, R., Aibinu, A. A., & Oliveros, J. (2019). The Value for Money Concept in Investment Evaluation: Deconstructing its Meaning for Better Decision Making. Project Management Journal, 50(2), 210–225. https://doi.org/10.1177/8756972819827102
• Batouei, A., Boninsegni, M. F., Leung, X. Y., & Teoh, A. P. (2023). Enhancing Full-Service Restaurant Online food ordering experiences: Which factors should restaurants emphasize? International Journal of Hospitality & Tourism Administration, 1–22. https://doi.org/10.1080/15256480.2023.2175289
• Blázquez, D., & Domènech, J. (2018). Big Data sources and methods for social and economic analyses. Technological Forecasting and Social Change, 130, 99–113. https://doi.org/10.1016/j.techfore.2017.07.027
• Boateng, E. Y., & Abaye, D. A. (2019). A Review of the Logistic Regression Model with Emphasis on Medical Research. Journal of Data Analysis and Information Processing, 07(04), 190–207. https://doi.org/10.4236/jdaip.2019.74012
• Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3–18. https://doi.org/10.1108/tr-09-2013-0047
• Bogicevic, V., Yang, W., Bujisic, M., & Bilgihan, A. (2017). Visual Data Mining: Analysis of airline service quality attributes. Journal of Quality Assurance in Hospitality & Tourism, 18(4), 509–530. https://doi.org/10.1080/1528008x.2017.1314799
• Brochado, A., Duarte, M., & Zhao, M. (2022). Passengers’ perceptions of Chinese airlines’ service quality: A mixed methods analysis of user-generated content. Journal of China Tourism Research, 19(3), 677–699. https://doi.org/10.1080/19388160.2022.2122647
• Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. S. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855–873. https://doi.org/10.1108/ijchm-09-2017-0572
• Bunchongchit, K., & Wattanacharoensil, W. (2021). Data analytics of Skytrax’s airport review and ratings: Views of airport quality by passengers types. Research in Transportation Business & Management, 41, 100688. https://doi.org/10.1016/j.rtbm.2021.100688
• Byun, H., & Lee, B. (2016). Classifying Service Quality Attributes of Low-Cost Carriers and Full-Service Carriers based on An Analytical Kano Model. Global Business & Finance Review (GBFR), 21(2), 34–46. https://doi.org/10.17549/gbfr.2016.21.2.34
• Carter, J. V., Pan, J., Rai, S. N., & Galandiuk, S. (2016). ROC-ing along: Evaluation and interpretation of receiver operating characteristic curves. Surgery, 159(6), 1638–1645. https://doi.org/10.1016/j.surg.2015.12.029
• Casson, R. J., & Farmer, L. D. (2014). Understanding and checking the assumptions of linear regression: A primer for medical researchers. Clinical & Experimental Ophthalmology, 42(6), 590-596. https://doi.org/10.1111/ceo.12358
• Chan, J. Y., Leow, S. M. H., Bea, K. T., Cheng, W. K., Phoong, S. W., Hong, Z., & Chen, Y. (2022). Mitigating the multicollinearity Problem and its machine Learning Approach: A review. Mathematics, 10(8), 1283. https://doi.org/10.3390/math10081283
• Chatterjee, S., Ghatak, A., Nikte, R., Gupta, S., & Kumar, A. (2023). Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach. Journal of Enterprise Information Management, 36(1), 22–44. https://doi.org/10.1108/jeim-06-2021-0252
• Chatterjee, S., Mukherjee, S., & Datta, B. (2021). Influence of prior reviews about a firm and its alliance partners on reviewers’ feedback: evidence from the airline industry. Journal of Service Theory and Practice, 31(3), 423–449. https://doi.org/10.1108/jstp-06-2020-0139
• Chen, H., & Chao, C. (2015). Airline choice by passengers from Taiwan and China: A case study of outgoing passengers from Kaohsiung International Airport. Journal of Air Transport Management, 49, 53–63. https://doi.org/10.1016/j.jairtraman.2015.08.002
• Chen, Y., & Wu, W. (2017). Mapping mineral prospectivity using an extreme learning machine regression. Ore Geology Reviews, 80, 200–213. https://doi.org/10.1016/j.oregeorev.2016.06.033
• Chou, C., Liu, L., Huang, S., Yih, J., & Han, T. (2011). An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. Applied Soft Computing, 11(2), 2117–2128. https://doi.org/10.1016/j.asoc.2010.07.010
• Cox, C., Burgess, S., Sellitto, C., & Buultjens, J. (2009). The role of User-Generated Content in Tourists’ travel planning behavior. Journal of Hospitality Marketing & Management, 18(8), 743–764. https://doi.org/10.1080/19368620903235753
• Cuéllar, S., Grisales, S., & Castañeda, D. I. (2023). Constructing tomorrow: A multifaceted exploration of Industry 4.0 scientific, patents, and market trend. Automation in Construction, 156, 105113. https://doi.org/10.1016/j.autcon.2023.105113
• Dağhan, G., & Gündüz, A. Y. (2022). Research trends in educational technology journals between 2000 and 2018: a web scraping study. Education and Information Technologies, 27(4), 5179–5214. https://doi.org/10.1007/s10639-021-10762-2
• Daugherty, T., Eastin, M. S., & Bright, L. F. (2008). Exploring consumer Motivations for creating User-Generated Content. Journal of Interactive Advertising, 8(2), 16–25. https://doi.org/10.1080/15252019.2008.10722139
• De Mauro, A., Greco, M., & Grimaldi, M. (2016). A formal definition of Big Data based on its essential features. Library Review, 65(3), 122–135. https://doi.org/10.1108/lr-06-2015-0061
• Dike, S. E., Davis, Z., Abrahams, A. S., Anjomshoae, A., & Ractham, P. (2023). Evaluation of passengers’ expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews. Benchmarking: An International Journal. https://doi.org/10.1108/bij-09-2021-0563
• Dogucu, M., & Çetinkaya-Rundel, M. (2020). Web scraping in the Statistics and Data Science Curriculum: Challenges and opportunities. Journal of Statistics and Data Science Education, 29(sup1), S112–S122. https://doi.org/10.1080/10691898.2020.1787116
• Domínguez-Almendros, S., Benítez-Parejo, N., & González-Ramirez, A. R. (2011). Logistic regression models. Allergologia Et Immunopathologia, 39(5), 295–305. https://doi.org/10.1016/j.aller.2011.05.002
• Dong, J., Tung, Y., Chen, C., Liao, J., & Pan, Y. (2011). Logistic regression model for predicting the failure probability of a landslide dam. Engineering Geology, 117(1-2), 52-61. https://doi.org/10.1016/j.enggeo.2010.10.004
• Dou, J., Yunus, A. P., Tien Bui, D., Merghadi, A., Sahana, M., Zhu, Z., Chen, C., Khosravi, K., Yang, Y., & Pham, B. T. (2019). Assessment of advanced random forest and decision tree algorithms for modeling rainfall-induced landslide susceptibility in the Izu-Oshima Volcanic Island, Japan. Science of The Total Environment, 662, 332-346. https://doi.org/10.1016/j.scitotenv.2019.01.221
• Dreiseitl, S., & Ohno-Machado, L. (2002). Logistic regression and artificial neural network classification models: a methodology review. Journal of Biomedical Informatics, 35(5–6), 352–359. https://doi.org/10.1016/s1532-0464(03)00034-0
• Elkahwagy, D. M. a. S., & Kiriacos, C. J. (2024). Logistic regression and other statistical tools in diagnostic biomarker studies. Clinical & Translational Oncology. https://doi.org/10.1007/s12094-024-03413-8
• Field, A. (2018). Discovering statistics using IBM SPSS Statistics (5th ed.). SAGE Publications Ltd. Field, A., Miles, J., & Field, Z. (2012). Discovering statistics using R. SAGE Publications Ltd.
• Forgas, S., Tena, M. Á. M., Sánchez, J., & Martín, R. P. (2010). Antecedents of airline passenger loyalty: Low-cost versus traditional airlines. Journal of Air Transport Management, 16(4), 229–233. https://doi.org/10.1016/j.jairtraman.2010.01.001
• Fourie, C., & Lubbe, B. A. (2006). Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa. Journal of Air Transport Management, 12(2), 98–102. https://doi.org/10.1016/j.jairtraman.2005.11.008
• Fox J, Weisberg S (2019). An R Companion to Applied Regression, Third edition. Sage, Thousand Oaks CA. https://socialsciences.mcmaster.ca/jfox/Books/Companion/.
• Fu, X., Oum, T. H., & Zhang, A. (2010). Air Transport Liberalization and Its Impacts on Airline Competition and Air Passenger Traffic. Transportation Journal, 49(4), 24-41. https://www.jstor.org/stable/40904912
• Geissinger, A., Laurell, C., Öberg, C., Sandström, C., Sick, N., & Suseno, Y. (2020). Social media analytics for knowledge acquisition of market and non-market perceptions in the sharing economy. Journal of Knowledge Management, 25(2), 500–512. https://doi.org/10.1108/jkm-01-2020-0038
• Goetz, A. R. (2002). Deregulation, competition, and antitrust implications in the US airline industry. Journal of Transport Geography, 10(1), 1–19. https://doi.org/10.1016/s0966-6923(01)00034-5
• Grover, P. S., & Kar, A. K. (2017). Big Data Analytics: A review on theoretical contributions and tools used in literature. Global Journal of Flexible Systems Management, 18(3), 203–229. https://doi.org/10.1007/s40171-017-0159-3
• Hagger, M. S., & Hamilton, K. (2022). Social cognition theories and behavior change in COVID-19: A conceptual review. Behaviour Research and Therapy, 154, 104095. https://doi.org/10.1016/j.brat.2022.104095
• Halpern, N., & Mwesiumo, D. (2021). Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online. Research in Transportation Business & Management, 41, 100667. https://doi.org/10.1016/j.rtbm.2021.100667
• Han, S., & Anderson, C. K. (2020). Web Scraping for hospitality Research: Overview, opportunities, and implications. Cornell Hospitality Quarterly, 62(1), 89–104. https://doi.org/10.1177/1938965520973587
• Han, S., Ham, S., Yang, I., & Baek, S. (2012). Passengers’ perceptions of airline lounges: Importance of attributes that determine usage and service quality measurement. Tourism Management, 33(5), 1103–1111. https://doi.org/10.1016/j.tourman.2011.11.023
• Hannan, M. T., & Freeman, J. (1977). The population ecology of organizations. American Journal of Sociology, 82(5), 929–964. https://doi.org/10.1086/226424
• Herrero Crespo, Á., San Martín Gutiérrez, H., & Hernández Mogollón, J. (2015). Perceived influence on behavior of user-generated content on social network sites: An empirical application in the hotel sector. Revista Española de Investigación de Marketing ESIC, 19(1), 12-23. https://doi.org/10.1016/j.reimke.2014.09.001
• Hosmer, D. W., Lemeshow, S., & Sturdivant, R. X. (2013). Applied Logistic Regression (3rd ed.). Wiley. IATA. (2021). Annual review 2021. Retrieved November 13, 2023, from https://www.iata.org/contentassets/c81222d96c9a4e0bb4ff6ced0126f0bb/iata-annual-review-2021.pdf
• IATA. (2022). Annual review 2022. Retrieved November 13, 2023, from https://www.iata.org/contentassets/c81222d96c9a4e0bb4ff6ced0126f0bb/annual-review-2022.pdf Ismail, A. B., & Jiang, H. (2019). Comparing service quality for Long-Haul Low-Cost carriers – the case for Asia and Australia routes. Journal of Quality Assurance in Hospitality & Tourism, 20(6), 647–680. https://doi.org/10.1080/1528008x.2019.1580660
• Jang, S., & Moutinho, L. (2019). Do price promotions drive consumer spending on luxury hotel services? The moderating roles of room price and user-generated content. International Journal of Hospitality Management, 78, 27-35. https://doi.org/10.1016/j.ijhm.2018.11.010
• Kağnıcıoğlu, C. H., & Özdemir, E. (2016). SERVICE QUALITY PERCEPTION IN SERVICE SECTOR: AN APPLICATION IN AIRLINE CHECK-IN SERVICES. Journal of Management Marketing and Logistics, 3(2), 156–162. https://doi.org/10.17261/pressacademia.2016219943
• Kerkhof, A., & Münster, J. (2019). Detecting coverage bias in user-generated content. Journal of Media Economics, 32(3–4), 99–130. https://doi.org/10.1080/08997764.2021.1903168
• Khan, F. M., Khan, S. A., Shamim, K., Gupta, Y., & Sherwani, S. I. (2023). Analysing customers' reviews and ratings for online food deliveries: A text mining approach. International Journal of Consumer Studies, 47(3), 953-976. https://doi.org/10.1111/ijcs.12877
• Kılıç, S., & Çadırcı, T. O. (2022). An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis. Research in Transportation Business & Management, 43, 100744. https://doi.org/10.1016/j.rtbm.2021.100744
• Kim, S., & Park, J. (2017). A study on the importance of airline selection attributes by airline type: An emphasis on the difference of opinion in between Korean and overseas aviation experts. Journal of Air Transport Management, 60, 76–83. https://doi.org/10.1016/j.jairtraman.2017.01.007
• Kim, Y., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243. https://doi.org/10.1016/j.tourman.2009.12.008
• Klophaus, R., & Yu, C. (2023). Short-haul airline services in Europe and North America - A cross-business model and cross-continental analysis. Journal of Air Transport Management, 109, 102400. https://doi.org/10.1016/j.jairtraman.2023.102400
• Kusumawardani, A. M., & Aruan, D. T. H. (2019). Comparing the effects of service quality and value-for-money on customer satisfaction, airline image and behavioural intention between full-service and low-cost airlines: evidence from Indonesia. International Journal of Tourism Policy, 9(1), 27. https://doi.org/10.1504/ijtp.2019.100078
• Lai, X., Liu, R., Liu, L., Wang, J., Zhang, X., Zhu, X., & Chong, K. C. (2021). Residuals based EWMA control charts with risk adjustments for zero‐inflated Poisson models. Quality and Reliability Engineering International, 38(1), 283–303. https://doi.org/10.1002/qre.2977
• Lee, C. K. M., Ng, K., Chan, H. K., Choy, K. L. T., Tai, W., & Choi, L. (2018). A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong. Journal of Air Transport Management, 73, 46–57. https://doi.org/10.1016/j.jairtraman.2018.08.009
• León-Zarceño, E., Moreno-Tenas, A., Vilella, S. B., García-Naveira, A., & Rosa, M. Á. S. (2021). Habits and psychological factors associated with changes in physical activity due to COVID-19 confinement. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.620745
• Li, H., Zhang, L., & Hsu, C. H. (2023). Research on user-generated photos in tourism and hospitality: A systematic review and way forward. Tourism Management, 96, 104714. https://doi.org/10.1016/j.tourman.2022.104714
• Li, J., Lowe, D. J., Wayment, L., & Huang, Q. (2020). Text mining datasets of β-hydroxybutyrate (BHB) supplement products’ consumer online reviews. Data in Brief, 30, 105385. https://doi.org/10.1016/j.dib.2020.105385
• Lim, J., & Lee, H. C. (2020). Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel. Current Issues in Tourism, 23(10), 1261–1276. https://doi.org/10.1080/13683500.2019.1604638
• Liu, X. (2016). Applied ordinal logistic regression using STATA: From Single-Level to Multilevel Modeling. SAGE Publications.
• Lohmann, G., & Koo, T. T. R. (2013). The airline business model spectrum. Journal of Air Transport Management, 31, 7–9. https://doi.org/10.1016/j.jairtraman.2012.10.005
• Lopez-Valpuesta, L., & Casas-Albala, D. (2023). Has passenger satisfaction at airports changed with the onset of COVID-19? The case of Seville Airport (Spain). Journal of Air Transport Management, 108, 102361. https://doi.org/10.1016/j.jairtraman.2023.102361
• Lu, W., & Stepchenkova, S. (2014). User-Generated Content as a research mode in tourism and hospitality applications: Topics, methods, and software. Journal of Hospitality Marketing & Management, 24(2), 119–154. https://doi.org/10.1080/19368623.2014.907758
• Lucini, F. R., Tonetto, L. M., Fogliatto, F. S., & Anzanello, M. J. (2020). Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews. Journal of Air Transport Management, 83, 101760. https://doi.org/10.1016/j.jairtraman.2019.101760
• Luhmann, N. (2013). Introduction to systems theory (P. Gilgen, Trans.). Cambridge: Polity Press. (Original work published 2002)
• Mariné-Roig, E., & Clavé, S. A. (2015). A detailed method for destination image analysis using user-generated content. Information Technology & Tourism, 15(4), 341–364. https://doi.org/10.1007/s40558-015-0040-1
• Martin-Domingo, L., Martín, J. C., & Mandsberg, G. (2019). Social media as a resource for sentiment analysis of Airport Service Quality (ASQ). Journal of Air Transport Management, 78, 106-115. https://doi.org/10.1016/j.jairtraman.2019.01.004
• Martini, G. (2022). The air transportation vertical channel, the global value added, and the role played by private versus public control. In R. Macário & E. V. de Voorde (Eds.), The air transportation industry: Economic conflict and competition (pp. 77–97). Amsterdam: Elsevier.
• Mastrogiacomo, L., Barravecchia, F., Franceschini, F., & Marimón, F. (2021). Mining quality determinants of product-service systems from user-generated contents. Quality Engineering, 33(3), 425–442. https://doi.org/10.1080/08982112.2021.1877305
• Medina‐Muñoz, D. R., Medina‐Muñoz, R. D., & Suárez-Cabrera, M. Á. (2018). Determining important attributes for assessing the attractiveness of airlines. Journal of Air Transport Management, 70, 45–56. https://doi.org/10.1016/j.jairtraman.2018.01.002
• Menard, S. (2003). Applied Logistic Regression (2nd ed.). SAGE Publications.
• Midi, H., Sarkar, S. K., & Rana, S. (2010). Collinearity diagnostics of binary logistic regression model. Journal of Interdisciplinary Mathematics, 13(3), 253–267. https://doi.org/10.1080/09720502.2010.10700699
• Mohamed, A., Najafabadi, M. K., Wah, Y. B., Zaman, E. a. K., & Maskat, R. (2019). The state of the art and taxonomy of big data analytics: view from new big data framework. Artificial Intelligence Review, 53(2), 989–1037. https://doi.org/10.1007/s10462-019-09685-9
• Molaei, P., & Hunter, W. C. (2019). A qualitative exploration of incheon international airport (ICN) service quality from the passengers’ perspective in a web-based environment. International Journal of Tourism Sciences, 19(4), 287–306. https://doi.org/10.1080/15980634.2019.1708582
• Morfeld, P., Timmermann, B., Groß, J. V., Lewis, P., Cocco, P., & Erren, T. C. (2021). COVID-19: Heterogeneous Excess Mortality and “Burden of Disease” in Germany and Italy and their states and regions, January–June 2020. Frontiers in Public Health, 9. https://doi.org/10.3389/fpubh.2021.663259
• Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty. The Tqm Journal, 25(5), 520–532. https://doi.org/10.1108/tqm-11-2012-0092
• Newgard, C. D., Hedges, J. R., Arthur, M., & Mullins, R. J. (2004). Advanced Statistics: The Propensity Score—A Method for Estimating Treatment Effect in Observational Research. Academic Emergency Medicine, 11(9), 953-961. https://doi.org/10.1197/j.aem.2004.02.530
• O’Connell, J. F., & Williams, G. (2005). Passengers’ perceptions of low cost airlines and full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines. Journal of Air Transport Management, 11(4), 259-272. https://doi.org/10.1016/j.jairtraman.2005.01.007
• Ohyver, M., Moniaga, J. V., Yunidwi, K. R., & Setiawan, M. I. (2016). Logistic Regression and Growth Charts to Determine Children Nutritional and Stunting Status: A Review. Procedia Computer Science, 116, 232-241. https://doi.org/10.1016/j.procs.2017.10.045
• Ostrowski, P. L., O′Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2), 16–24. https://doi.org/10.1177/004728759303200203
• Pallant, J. (2020). SPSS Survival Manual: A step by step guide to data analysis using IBM SPSS (7th ed.). Routledge.
• Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
• Park, S., Lee, J., & Nicolau, J. L. (2020). Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers. Tourism Management, 81, 104163. https://doi.org/10.1016/j.tourman.2020.104163
• Perçin, S. (2018). Evaluating airline service quality using a combined fuzzy decision-making approach. Journal of Air Transport Management, 68, 48-60. https://doi.org/10.1016/j.jairtraman.2017.07.004
• Pereira, F., Costa, J. M., Ramos, R., & Raimundo, A. (2023). The impact of the COVID-19 pandemic on airlines’ passenger satisfaction. Journal of Air Transport Management, 112, 102441. https://doi.org/10.1016/j.jairtraman.2023.102441
• Popp, D., Nia, A., Silvaieh, S., Sator, T., Tiefenboeck, T. M., Schmoelz, L., Babeluk, R., Hajdu, S., & Widhalm, H. K. (2022). The Epidemiological Transition of Surgically Treated Proximal Hip Fractures in Austria over the Course of the Pandemic—Back to Normal or a New Normal? Healthcare, 11(24), 3110. https://doi.org/10.3390/healthcare11243110
• Punel, A., Hassan, L. a. H., & Ermagun, A. (2019). Variations in airline passenger expectation of service quality across the globe. Tourism Management, 75, 491–508. https://doi.org/10.1016/j.tourman.2019.06.004
• Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122. https://doi.org/10.1016/j.jairtraman.2016.02.008
• Rajaguru, R., & Hassanli, N. (2018). The role of trip purpose and hotel star rating on guests’ satisfaction and WOM. International Journal of Contemporary Hospitality Management, 30(5), 2268–2286. https://doi.org/10.1108/ijchm-01-2017-0044
• Rasool, G., & Pathania, A. (2021). Reading between the lines: untwining online user-generated content using sentiment analysis. Journal of Research in Interactive Marketing, 15(3), 401–418. https://doi.org/10.1108/jrim-03-2020-0045
• Rasool, G., & Pathania, A. (2022). Voice in Words: A Mixed-Method approach for decoding digital footprints using online reviews. Journal of Quality Assurance in Hospitality & Tourism, 24(6), 1014–1045. https://doi.org/10.1080/1528008x.2022.2094851
• Ray, A., & Bala, P. K. (2020). User generated content for exploring factors affecting intention to use travel and food delivery services. International Journal of Hospitality Management, 92, 102730. https://doi.org/10.1016/j.ijhm.2020.102730
• Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions. Managing Service Quality, 19(3), 350–372. https://doi.org/10.1108/09604520910955348
• Saydam, M. B., Borzyszkowski, J., & Karatepe, O. M. (2023). An exploration of employees’ experiences of online food delivery: evidence from employee reviews. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/ijchm-12-2022-1540
• Sezgen, E., Mason, K., & Mayer, R. (2019). Voice of airline passenger: A text mining approach to understand customer satisfaction. Journal of Air Transport Management, 77, 65–74. https://doi.org/10.1016/j.jairtraman.2019.04.001
• Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia perspective. Journal of Air Transport Management, 91, 101966. https://doi.org/10.1016/j.jairtraman.2020.101966
• Shiwakoti, N., Jiang, H., & Nguyen, A. D. (2022). Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route. Transport Policy, 124, 194–202. https://doi.org/10.1016/j.tranpol.2021.04.029
• Siering, M., Deokar, A. V., & Janze, C. (2018). Disentangling consumer recommendations: Explaining and predicting airline recommendations based on online reviews. Decision Support Systems, 107, 52-63. https://doi.org/10.1016/j.dss.2018.01.002
• Skoulikaris, C., & Krestenitis, Y. (2020). Cloud Data Scraping for the Assessment of Outflows from Dammed Rivers in the EU. A Case Study in South Eastern Europe. Sustainability, 12(19), 7926. https://doi.org/10.3390/su12197926
• Song, C., Guo, J., & Zhuang, J. (2020). Analyzing passengers’ emotions following flight delays- a 2011–2019 case study on SKYTRAX comments. Journal of Air Transport Management, 89, 101903. https://doi.org/10.1016/j.jairtraman.2020.101903
• Souki, G. Q., De Oliveira, A. S., Barcelos, M. T. C., Guerreiro, M. M., Mendes, J., & Moura, L. R. C. (2023). Does guests-perceived value for money affect WOM and eWOM? The impact of consumer engagement on SNS on eWOM. The Tqm Journal. https://doi.org/10.1108/tqm-03-2023-0088
• Stoltzfus, J. C. (2011). Logistic Regression: A Brief Primer. Academic Emergency Medicine, 18(10), 1099-1104. https://doi.org/10.1111/j.1553-2712.2011.01185.x
• Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in Transportation Business & Management, 10, 26–32. https://doi.org/10.1016/j.rtbm.2014.04.001
• Sulu, D., Arasli, H., & Saydam, M. B. (2022). Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites. Sustainability, 14(1), 435. https://doi.org/10.3390/su14010435
• The jamovi project (2023). jamovi (Version 2.3) [Computer Software]. Retrieved from https://www.jamovi.org Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of Word-of-Mouth versus Traditional Marketing: Findings from an Internet Social Networking Site. Journal of Marketing, 73(5), 90–102. https://doi.org/10.1509/jmkg.73.5.90
• Ukpabi, D. C., & Karjaluoto, H. (2018). What drives travelers' adoption of user-generated content? A literature review. Tourism Management Perspectives, 28, 251-273. https://doi.org/10.1016/j.tmp.2018.03.006
• Wang, J., Liu, Y., Wu, B., & Wang, Y. (2020). Tourism destination image based on tourism user generated content on internet. Tourism Review, 76(1), 125–137. https://doi.org/10.1108/tr-04-2019-0132
• Wang, X., Zheng, J., Tang, L., & Luo, Y. (2023). Recommend or not? The influence of emotions on passengers’ intention of airline recommendation during COVID-19. Tourism Management, 95, 104675. https://doi.org/10.1016/j.tourman.2022.104675
• Warnock-Smith, D., O’Connell, J. F., & Maleki, M. (2017). An analysis of ongoing trends in airline ancillary revenues. Journal of Air Transport Management, 64, 42–54. https://doi.org/10.1016/j.jairtraman.2017.06.023
• Williams, R., Van Der Wiele, T., Van Iwaarden, J., & Eldridge, S. (2010). The importance of user‐generated content: the case of hotels. The Tqm Journal, 22(2), 117–128. https://doi.org/10.1108/17542731011024246
• Xiang, Z. (2017). From digitization to the age of acceleration: On information technology and tourism. Tourism Management Perspectives, 25, 147-150. https://doi.org/10.1016/j.tmp.2017.11.023
• Yalcin Kavus, B., Gulum Tas, P., Ayyildiz, E., & Taskin, A. (2022). A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions. Journal of Air Transport Management, 99, 102179. https://doi.org/10.1016/j.jairtraman.2021.102179
• Ye, Q., Law, R., Gu, B., & Chen, W. (2011). The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Computers in Human Behavior, 27(2), 634-639. https://doi.org/10.1016/j.chb.2010.04.014
• Zhang, A., Hanaoka, S., Inamura, H., & Ishikura, T. (2007). Low-cost carriers in Asia: Deregulation, regional liberalization and secondary airports. Research in Transportation Economics, 24(1), 36-50. https://doi.org/10.1016/j.retrec.2009.01.001
• Zhang, Z. (2016). Residuals and regression diagnostics: focusing on logistic regression. Annals of Translational Medicine, 4(10), 195. https://doi.org/10.21037/atm.2016.03.36