Uncovering the asymmetric effects of airline service attributes on passenger satisfaction: Evidence from Pegasus Airlines in Turkey
RESEARCH IN TRANSPORTATION BUSINESS AND MANAGEMENT, vol.63, pp.1-13, 2025 (SSCI, Scopus)
- Publication Type: Article / Article
- Volume: 63
- Publication Date: 2025
- Doi Number: 10.1016/j.rtbm.2025.101488
- Journal Name: RESEARCH IN TRANSPORTATION BUSINESS AND MANAGEMENT
- Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
- Page Numbers: pp.1-13
- Süleyman Demirel University Affiliated: Yes
Abstract
Service quality is a critical determinant of competitive advantage in the airline industry, underscoring the need
to identify which specific service attributes most significantly affect passenger satisfaction. This study employs
Asymmetric Impact Performance Analysis (AIPA) on 7216 TripAdvisor reviews of Pegasus Airlines to prioritise
service attributes that warrant improvement. Findings indicate that seat comfort and food & beverage services are
the most pressing areas requiring managerial attention. Additionally, the evaluations of airline service attributes
differed notably between domestic and international flight passengers. By introducing an asymmetric analytical
perspective to airline service assessment, this study enriches the existing literature and provides actionable in-sights for airline managers seeking to allocate limited resources more effectively and enhance customer satis-faction and flight appeal.