Middle East Airlines Service Quality: From the Passengers´ Perspective - Content Analysis of Online Reviews: Content Analysis of Online Reviews
Author
Sindarova, Denisa
Term
4. term
Education
Publication year
2020
Submitted on
2020-06-02
Abstract
Denne kandidatafhandling undersøger, hvordan passagerer opfatter servicekvaliteten hos mellemøstlige flyselskaber med fokus på tre selskaber: Emirates, Qatar og Etihad Airways. Studien analyserer passagerers online anmeldelser ved hjælp af kvalitativ indholdsanalyse, en metode hvor tekster gennemgås og kodes systematisk for at finde tilbagevendende temaer i serviceoplevelser. Den digitale udvikling har gjort rejsende mere oplyste, og det påvirker deres forventninger og opfattelser. Samtidig giver online anmeldelser forskere let tilgængelige beretninger om rejseoplevelser, hvilket gør det muligt at undersøge forskellen mellem, hvad passagerer forventer, og hvad de faktisk oplever. Med udgangspunkt i spørgsmålet: 'Hvordan opfattes mellemøstlige flyselskabers servicekvalitet baseret på passagerers erfaringer udtrykt gennem online anmeldelser?' er formålet at give ny indsigt i, hvordan servicekvalitet forstås af passagerer. Afhandlingen fremhæver også værdien af online anmeldelsesplatforme som datakilder og skitserer temaer og muligheder, der kan berige forskning i turisme og marketing.
This master's thesis examines how passengers perceive the service quality of Middle East airlines, focusing on three carriers: Emirates, Qatar, and Etihad Airways. The study analyzes passengers' online reviews using qualitative content analysis, a method that systematically reads and codes text to identify recurring themes in service experiences. As digital tools have made travelers more informed, their expectations and perceptions are changing. At the same time, online reviews offer researchers easily accessible accounts of travel experiences, making it possible to explore gaps between what passengers expect and what they actually experience. Guided by the question, 'How is the service quality of Middle East airlines perceived based on passengers' experiences expressed in online reviews?', the thesis aims to provide fresh insight into how passengers understand service quality. It also highlights the value of online review platforms as data sources and outlines themes and opportunities that can enrich tourism and marketing research.
[This abstract was generated with the help of AI]
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