ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

In the increasingly liberalized aviation sector, distinctive qualities of products and services are essential for a competitive advantage.This study lists the top ten airlines according to Skytrax 2023, based on customer satisfaction derived from 525 customer reviews collected using web scraping.The Method Based on Criterion Removal Effects (MEREC) allocates weights to service attributes, whereas the Ranking of Alternatives by Measurement and Consensus Solution (MARCOS) establishes this ranking.MEREC studies indicate that Wi-Fi and connectivity are essential concerns for travelers, but MARCOS data identify Volotea as a leading airline.Two-phase sensitivity analysis validated the reliability of the results.

Authors

Publication Details

Journal
Journal of Management Theory and Practices Research
Published
2025-12-30
DOI
https://doi.org/10.71284/jmtpr.2025623
Primary Topic
Customer Service Quality and Loyalty
Type
article
Field-Weighted Citation Impact
0.00
Controls
|||
ALL TIME
JAN
FEB
MAR
APR
MAY
JUN
JUL
AUG
SEP
OCT
article

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Eda ÇINAROĞLU, Tuğba Akbıyık, Sümeyye Yavuz
Journal of Management Theory and Practices Research
Customer Service Quality and Loyalty
article

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES

Eda ÇINAROĞLU, Tuğba Akbıyık, Sümeyye Yavuz
article en

Abstract

In the increasingly liberalized aviation sector, distinctive qualities of products and services are essential for a competitive advantage.This study lists the top ten airlines according to Skytrax 2023, based on customer satisfaction derived from 525 customer reviews collected using web scraping.The Method Based on Criterion Removal Effects (MEREC) allocates weights to service attributes, whereas the Ranking of Alternatives by Measurement and Consensus Solution (MARCOS) establishes this ranking.MEREC studies indicate that Wi-Fi and connectivity are essential concerns for travelers, but MARCOS data identify Volotea as a leading airline.Two-phase sensitivity analysis validated the reliability of the results.

Journal of Management Theory and Practices ResearchVol. 6(2)
Openalex Percentile: Top 23%
Customer Service Quality and Loyalty
DOIOpen Access PDFOpenAlex
AI Navigator

Ask Laika to Summarize, Analyze, and Connect papers live on the map.

Summarize Papers & Methodologies

Extract key findings, datasets, and comparative methods across publications.

Benchmark Rankings & Visual Analytics

Rank top research institutions, authors, funders, topics, and journals by Field-Weighted Citation Impact (FWCI) and paper volume with instant charts.

Connect Distant Disciplines

Bridge topological clusters on the map to find hidden collaborative intersections.

ASSESSING CUSTOMER SATISFACTION IN THE COMPETITIVE AIRLINE INDUSTRY: A MEREC AND MARCOS APPROACH TO RANKING BASED ON PASSENGER PRIORITIES — Eda ÇINAROĞLU, Tuğba Akbıyık, et al. · Journal of Management Theory and Practices Research (2025) | TGRS Research Map | TGRS