Ανάλυση ικανοποίησης πελατών low cost αεροπορικών εταιριών με χρήση διαδικτυακών αξιολογήσεων
(EL)
Customer satisfaction analysis for low cost airline companies using online reviews
(EN)
Κουρμπετης Κωνσταντινος
(EL)
Kourbetis Konstantinos
(EN)
Τσαφαρακης Στελιος
(EL)
Πολυτεχνείο Κρήτης
(EL)
Γρηγορουδης Ευαγγελος
(EL)
Κρασαδακη-Μητσοτακη Ευαγγελια
(EL)
Technical University of Crete
(EN)
Grigoroudis Evangelos
(EN)
Tsafarakis Stelios
(EN)
Lia Krasadaki
(EN)
The measurement of customer satisfaction is an important part of marketing research allowing the company to get in touch with the buyer and remodel its services in order to improve his experience. In this thesis we attempt to execute a comparative satisfaction analysis concerning the passengers of four major low cost airline companies, AirAsia, EasyJet, RyanAir and Southwest. The research is based on data extracted from the independent customer review site of Skytrax. The collected data are refined and processed using the MUlticriteria Satisfaction Analysis (MUSA) method. Furthermore, using an enhanced type of the analysis method (MUSA+) we compare the results of each company through different ways in order to conduct more enlightening conclusions about each company’s strong points and weaknesses according to the opinion of their passengers and evaluate their positioning against competition.
(EN)
