Abstract
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.
Highlights
Airlines have continuously been classified as one of the more intangible benefit businesses
In the seat comfort cluster, a lot of words are common between the airlines but, for Korean airlines we found a couple of other words like “blanket”, “pillow”, “carry”, and “space” which were not mentioned for Commonwealth of Independent States’ (CIS) airlines
Regarding the theoretical implications of this study, big data analytics with text mining analysis, semantic network analysis with the top 100 frequency words, frequency analysis, and linear regression analysis are shown in the research with a methodology
Summary
Airlines have continuously been classified as one of the more intangible benefit businesses. The airline segment has gotten to be the foremost vital portion within the financial improvement market [1]. It plays a crucial part in moving individuals or items from one point to another, be it household or worldwide, when the separations included are distant. Its rate of technological change has been exceptional [2] This has resulted in a drop in costs and fares, which have stimulated a very rapid growth in demand for its service. In other words, it has seemingly been unsatisfactory for demand. For most of the time, booking airlines have enjoyed considerable protection from both internal and external competition [3]
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