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A comparison of airline passenger satisfaction before and after the pandemic Covid-19

Atalla Aikaterini

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Summary

The purpose of the present bachelor’s thesis is to find sufficient and necessary conditions for the satisfaction of the passengers in four airline companies of the United States of America (American, Delta, Southwest, United Airlines). The data which are about to be analyzed come from research by Skytrax Company and will be examined for the years 2019 and 2020, time periods pre-and post- Covid-19 pandemic. Firstly, there is going to be use of fuzzy-set Qualitative Comparative Analysis - fs/QCA method, separately for each of the abovementioned airline companies for these two years. The fs/QCA method is based on the theory of the fuzzy sets and the use of Boolean Algebra in order to detect causal conditions/criteria (or combinations of them), which are necessary or/and sufficient for the presence of the outcome (overall satisfaction). Next, the multi-criteria method Musa (MUlticriteria Satisfaction) will be applied for the analysis of the satisfaction of the passengers, whereas the three leveled Kano quality measure model will be applied for the categorization of the quality characteristics of the services. The conclusions of the above methods focus on changes of the passenger’s preferences before and after the pandemic outbreak. Through the comparative analysis of the results, a method will be proposed with which every company will be able to detect its strong and weak points and define those that need improvement.

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