Customer satisfaction analysis of selected African airlines post-COVID-19 pandemic

Le résumé fourni par la source

The COVID-19 pandemic has significantly impacted tourism business operations with far-reaching implications for service excellence in the aviation industry. This study explores the sentiments of passengers who have used the four major African airlines using the TripAdvisor platform as the source of online data reviews. The findings reflect 1284 online customer reviews posted between 01 May 2023 and July 20, 2024. These reviews were analysed using ATLAS.ti for content, thematic, and sentiment analyses. This study found that the airline industry in Africa faced several challenges post the COVID-19 pandemic, leading to largely negative sentiments against airlines, with most travellers unsatisfied with the standard of service. These challenges include baggage mishandling, poor quality of meals, unreliable schedules, and lack of onboard entertainment and WIFI facilities, among others. To address baggage mishandling, this study recommends deploying technology, including Artificial Intelligence (AI), robot technology, and Radio Frequency Identification (RFID). Improving employees' communication and customer service skills and adopting policies that foster a culture of service excellence among airline players are also recommended to improve customer experience.

Ce résumé expose les affirmations des auteurs. BNTIC ne l’interprète pas comme une validation indépendante des résultats.