Analysis of Satisfaction Level Based on eWOM in Airlines through SWARA and MABAC Methods

In this study, the main goal is to evaluate the satisfaction level of the major airlines in Europe. For this purpose, electronic consumer reviews on the TripAdvisor website are used as secondary data. In this study, SWARA and MABAC methods are used integrally, firstly, criteria weights are determined by the SWARA method, and then the airlines are evaluated by the MABAC method. As a result of the study, it is found that the most important attribute on satisfaction is ‘’value for money’’ and the least important attribute is ‘’food and beverage’’. Additionally, the X7 airline has the highest satisfaction level