What type of study is this?

This is a Content Analysis study.

October 20, 2025Journal of AviationOpen Access

Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye

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Qualitative analysis explores customer satisfaction in traditional airlines and low-cost carriers, highlighting issues in service quality.

Flight delays are a major concern for customers of both traditional airlines and low-cost carriers.
Extra charges and good service are significant themes for customers of Pegasus Airlines, while Turkish Airlines faces issues with inadequate support.
Content analysis was employed to evaluate online reviews from TripAdvisor, focusing on customer complaints between January and August 2024.
Understanding customer satisfaction in the aviation industry can provide airlines with a competitive advantage and improve service quality.

ÇEBİŞLİ et al. (2025) studied this question.

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Qualitative analysis explores customer satisfaction in traditional airlines and low-cost carriers, highlighting issues in service quality.