Institutional Repository
Technical University of Crete
Technical University of Crete
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| URI: | http://purl.tuc.gr/dl/dias/30FB3ED4-DE04-48F3-878F-CFB8726B7359 | ||
| Year | 2021 | ||
| Type of Item | Diploma Work | ||
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| Bibliographic Citation | Aikaterini Bantouraki, "Airline customer satisfaction analysis before and after the COVID-19 pandemic, through the rough set theory", Diploma Work, School of Production Engineering and Management, Technical University of Crete, Chania, Greece, 2021 https://doi.org/10.26233/heallink.tuc.90911 | ||
| Appears in Collections |
The COVID-19 pandemic has been the starting point of a global crisis, which has caused adverse effects on humanity. In particular, the coronavirus outbreak has also had a catalytic effect on the airline sector, leading to the beginning of its new era. The aviation industry had to adapt its services and comply with specific protocols. As a consequence of the current situation, the airlines’ consumer satisfaction has been modified. The main purpose of this thesis is the comparative survey of customer satisfaction before and after the coronavirus outbreak in air carriers. The analysis of the passenger satisfaction was carried out using data from the five largest European airlines for the years 2019 and 2020, with the application of the rough set theory. The results of this method lead to conclusions of the influence of COVID-19 and reflect the future of the companies, according to the passengers’ opinion, for each company and comparatively between the companies. This research is carried out with the aim, on the one hand, to ensure the successful operation of airlines by measuring the satisfaction of their consumers, since the correct knowledge of their requirements contributes to the enhancement of the services provided and the maintenance of their satisfaction, and on the other hand, the possible modifications of passengers' requirements in the post-COVID-19 period.
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