Uncovering the asymmetric effects of airline service attributes on passenger satisfaction: Evidence from Pegasus Airlines in Turkey

DAVRAS Ö., MANAP DAVRAS G.

Research in Transportation Business and Management, vol.63, 2025 (SSCI, Scopus) identifier

  • 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
  • Keywords: Airline, Airline service attributes, Asymmetric impact performance analysis, Domestic and international passengers
  • Isparta University of Applied Sciences 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 insights for airline managers seeking to allocate limited resources more effectively and enhance customer satisfaction and flight appeal.