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Journals / Süleyman Demirel Üniversitesi Vizyoner Dergisi / 2026 / Cilt: 16 Sayı: 46

Evaluation of Customer Satisfaction Dimensions in Full Service and Low-Cost Airlines Via Dynamic Topic Modeling Approach

Tam Hizmet Sunan ve Düşük Maliyetli Havayollarında Müşteri Tatmin Boyutlarının Dinamik Konu Modelleme Yaklaşımı ile Değerlendirilmesi

Bilgehan Özkan(BURDUR MEHMET AKİF ERSOY UNIVERSITY)0000-0001-9142-9838
Özlem Atalık(ESKISEHIR TECHNICAL UNIVERSİTY)0000-0003-2889-6825
Pages
559–584
Publication Date
2025-05-31
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The study aims to uncover the dimensions of customer satisfaction for full-service and low-cost airlines and examine the changes in these dimensions between 2015 and 2022.
📊
Key Findings & Data:A total of 32,000 online customer reviews obtained from TripAdvisor are analyzed using BERTopic, a topic modelling method that facilitates the extraction of contextual information.
💡
Conclusion & Impact:According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased.
🔬Design:Review & Systematic Survey
📍Scope:2015 Verileri
⚙️Variables:Müşteri Tatmini · Havayolu Hizmet Özellikleri · Metin Madenciliği

Abstract

The study aims to uncover the dimensions of customer satisfaction for full-service and low-cost airlines and examine the changes in these dimensions between 2015 and 2022. A total of 32,000 online customer reviews obtained from TripAdvisor are analyzed using BERTopic, a topic modelling method that facilitates the extraction of contextual information. The analysis reveals that the prominent dimensions of customer satisfaction for full-service airlines include baggage, flight delays, cabin crew, and in-flight services, while for low-cost airlines, price, COVID-19-related issues, and auxiliary services are emphasized. According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased. For low-cost airlines, reviews concerning flight cancellations and customer service have surged during the COVID-19 pandemic. These findings provide strategic recommendations to the industry by identifying key service areas affecting customer satisfaction and illustrating how customer feedback has evolved over time. The study offers valuable insights for managing long-term customer satisfaction in the airline industry.

Özet

Bu araştırma tam hizmet sunan ve düşük maliyetli havayollarına yönelik müşteri tatmin boyutlarını ortaya çıkararak bu boyutların 2015-2022 yılları arasındaki değişimlerini incelemeyi hedeflemektedir. TripAdvisor’dan elde edilen 32,000 çevrimiçi müşteri değerlendirmesi bağlamsal bilgilerin elde edilmesine olanak tanıyan bir konu modelleme yöntemi olan BERTopic ile analiz edilmiştir. Analiz sonucunda, tam hizmet sunan havayollarında öne çıkan müşteri tatmin boyutları arasında bagaj, uçuş gecikmeleri, kabin ekibi ve kabin içi hizmetler yer alırken, düşük maliyetli havayollarında fiyat, COVID-19 ile ilgili konular ve yardımcı hizmetler öne çıkmıştır. Dinamik konu modelleme sonuçlarına göre, tam hizmet sunan havayollarında kabin ekibi ile ilgili olumsuz değerlendirmeler artarken, kabin içi eğlenceye ilişkin değerlendirmelerin azaldığı belirlenmiştir. Düşük maliyetli havayollarında ise COVID-19 süreciyle birlikte uçuş iptalleri ve müşteri hizmetlerine yönelik değerlendirmelerde artış görülmüştür. Bu bulgular, hem müşteri tatminine yönelik önemli hizmet alanlarını belirleyerek sektöre stratejik öneriler sunmakta hem de müşteri geri bildirimlerinin zaman içinde nasıl evrildiğini göstermektedir. Çalışma, havayolu sektöründe uzun vadeli müşteri tatmini yönetimi için değerli sonuçlar ve çıkarımlar sağlamaktadır.

🔖

Cite This Article

Özkan, B., Atalık, Ö. (2025). Evaluation of Customer Satisfaction Dimensions in Full Service and Low-Cost Airlines Via Dynamic Topic Modeling Approach. Süleyman Demirel Üniversitesi Vizyoner Dergisi, Cilt: 16 Sayı: 46, 559–584. https://doi.org/10.21076/vizyoner.1553607

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