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Journals / Journal of Aviation / 2026 / Volume: 9 Issue: 2

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

Tarık Çakar(İSTANBUL GELİŞİM ÜNİVERSİTESİ, MÜHENDİSLİK-MİMARLIK FAKÜLTESİ)0000-0001-8492-3707
Binnur Akif(İSTANBUL GELİŞİM ÜNİVERSİTESİ, MÜHENDİSLİK-MİMARLIK FAKÜLTESİ)0000-0001-8708-702X
Mohammed Beşir Kebbe0009-0007-2158-3507
Pages
—
Publication Date
2025-06-28
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AI Summary & Key Takeaways

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

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.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The COVID-19 pandemic has significantly impacted the airline industry, altering customer expectations and satisfaction.
📊
Key Findings & Data:This study examines the effects of the COVID-19 pandemic on customer satisfaction within the airline industry.
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Conclusion & Impact: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.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Aviation · Airline industry · Customer relations

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.

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Cite This Article

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, Volume: 9 Issue: 2. https://doi.org/10.30518/jav.1636153

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