Do We Scapegoat The Pandemic? Investigating The Changes in Satisfaction Drivers of Air Passengers With DWLS-SEM
Ferhat İnce,
Özlem Atalık
Abstract:This paper aims to investigate whether there is an alteration in the drivers of air passenger satisfaction before and after COVID-19. We conducted the multigroup structural equation modelling with the diagonally weighted least squares estimation method as the variables are categorical. Lastly, we performed ANOVA to spot if there is a change in the drivers of passenger satisfaction between before and after the pandemic. The results suggest all service attributes have a significant impact on satisfaction in the … Show more
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