What type of study is this?

This is a Content Analysis study.

Decoding the Airport Experience: A Multi-Dimensional Assessment of Airport Service Quality Through Passenger Reviews

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Content analysis reveals factors affecting passenger dissatisfaction at major airports, suggesting staff training and amenities improvement.

Service-related issues significantly impact passenger dissatisfaction and perceptions of airport experiences.
High prices for food and amenities rank among the most frequent complaints made by travelers.
The study utilized qualitative content analysis of 436 consumer reviews collected between January 2023 and July 2025.
Improvements in staff training and terminal layout may enhance overall airport service quality and competitiveness.

Itır Ceren Morcote Santos (2025) studied this question.

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Content analysis reveals factors affecting passenger dissatisfaction at major airports, suggesting staff training and amenities improvement.