Abstract

The paper explores whether there is a connection between operational performance, customer sentiment, and digital administrative complexity among major regional Middle Eastern airlines, such as Flag Carriers (e.g., Emirates) and Low-Cost carriers (LCCs) (e.g., Air Arabia). With the use of a highly detailed dataset of customer review and operations data, the study proves that a large service paradox is present in which, despite the high Net Promoter Scores (NPS: 48.004) of the carriers, which are positively reinforced by delivering world-class soft products, the loyalty is constantly disrupted by low-frequency but high-severe operational delays (Delay_Minutes). Since it has been analyzed that the customer friction has moved beyond the core of the flight experience to the administrative and logistical ecosystem. In the case of LCCs, this friction is concentrated in the expressions of ground logistics and visa processing, whereas in the case of Flag Carriers, this friction is fixed in the sophisticated, overarching digital infrastructure (e.g., loyalty program banking links). Moreover, sentiment models proved to be weak predictors of Flag Carriers (Emirates: 55%), which supports the notion that customers provide mixed-signal feedback-praising quality in service provision and denounce service failures at the administrative level at any given time. The paper concludes that the strategic priorities that are critical include operational reliability and simplification of digital and ground touch-points. Among the recommendations, one should single out the production of less tail-end delays and the implementation of the Aspect-Based Sentiment Analysis (ABSA) to identify the root causes of the friction and recover the services accordingly.

Library of Congress Subject Headings

Airlines--Customer services--Middle East--Public opinion; Tourism--United Arab Emirates--Dubai

Publication Date

12-2025

Document Type

Thesis

Student Type

Graduate

Degree Name

Professional Studies (MS)

Department, Program, or Center

Graduate Programs & Research (Dubai)

Advisor

Sanjay Modak

Advisor/Committee Member

Khalil Alhussaeni

Campus

RIT Dubai

Plan Codes

PROFST-MS

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