Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis
This study compared the competitiveness of the Commonwealth Independent State Airlines (Azerbaijan Airlines, Air Astana, Aeroflot) with Korean airlines (Asiana Airlines, Korean Air) using customer online reviews through big data analytics. The purpose of this study was to get the understanding of ai...
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doaj-415a8817da3444dfb2b4b0c7ab581f252020-11-25T04:02:39ZengMDPI AGSustainability2071-10502020-11-01129188918810.3390/su12219188Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review AnalysisAralbayeva Shadiyar0Hyun-Jeong Ban1Hak-Seon Kim2School of Hospitality & Tourism Management, Kyungsung University, Busan 48434, KoreaSchool of Hospitality & Tourism Management, Kyungsung University, Busan 48434, KoreaSchool of Hospitality & Tourism Management, Kyungsung University, Busan 48434, KoreaThis study compared the competitiveness of the Commonwealth Independent State Airlines (Azerbaijan Airlines, Air Astana, Aeroflot) with Korean airlines (Asiana Airlines, Korean Air) using customer online reviews through big data analytics. The purpose of this study was to get the understanding of airline issues, especially the relationship between airline traveler experience and satisfaction. This study also shows which group has a better service and is more developed and provides significant and social network-oriented suggestions for another group of airlines. Data were collected from Skytrax and the collected reviews were written from January 2011 to March 2019. The size of the dataset was 1693 reviews, and a total of 199,469 words were extracted. As part of the qualitative analysis method, semantic network analysis through text mining was performed, and linear regression analysis was conducted using SPSS as part of the quantitative analysis method. This study shows which group of airlines has a better service and provides significant and social network-oriented suggestions for another group of airlines. The common concerns, as well as special features for different airlines, can also be extracted from online review data.https://www.mdpi.com/2071-1050/12/21/9188customer satisfactionKorean airlineCIS airlineSkytraxonline reviewbig data |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Aralbayeva Shadiyar Hyun-Jeong Ban Hak-Seon Kim |
spellingShingle |
Aralbayeva Shadiyar Hyun-Jeong Ban Hak-Seon Kim Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis Sustainability customer satisfaction Korean airline CIS airline Skytrax online review big data |
author_facet |
Aralbayeva Shadiyar Hyun-Jeong Ban Hak-Seon Kim |
author_sort |
Aralbayeva Shadiyar |
title |
Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis |
title_short |
Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis |
title_full |
Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis |
title_fullStr |
Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis |
title_full_unstemmed |
Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis |
title_sort |
extracting key drivers of air passenger’s experience and satisfaction through online review analysis |
publisher |
MDPI AG |
series |
Sustainability |
issn |
2071-1050 |
publishDate |
2020-11-01 |
description |
This study compared the competitiveness of the Commonwealth Independent State Airlines (Azerbaijan Airlines, Air Astana, Aeroflot) with Korean airlines (Asiana Airlines, Korean Air) using customer online reviews through big data analytics. The purpose of this study was to get the understanding of airline issues, especially the relationship between airline traveler experience and satisfaction. This study also shows which group has a better service and is more developed and provides significant and social network-oriented suggestions for another group of airlines. Data were collected from Skytrax and the collected reviews were written from January 2011 to March 2019. The size of the dataset was 1693 reviews, and a total of 199,469 words were extracted. As part of the qualitative analysis method, semantic network analysis through text mining was performed, and linear regression analysis was conducted using SPSS as part of the quantitative analysis method. This study shows which group of airlines has a better service and provides significant and social network-oriented suggestions for another group of airlines. The common concerns, as well as special features for different airlines, can also be extracted from online review data. |
topic |
customer satisfaction Korean airline CIS airline Skytrax online review big data |
url |
https://www.mdpi.com/2071-1050/12/21/9188 |
work_keys_str_mv |
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