Abstract
The purpose of this study is to conduct topic modeling and sentiment analysis on the posts of Skytrax (airlinequality.com), where there are many interests and participation of the people who have used or are willing to use it for airlines. The purpose of people gathering at Skytrax is to make better choices using the actual experiences of other customers who have experienced airlines. Online reviews written by customers with experience using airlines in Asia were collected. The data collected were online reviews from 27 airlines, with more than 14,000 reviews. Topic modeling and sentiment analysis were used with the collected data to figure out what kinds of important words are in the online reviews. As a result of the topic modeling, ‘seat’, ‘service’, and ‘meal’ were significant issues in the flight through frequency analysis. Additionally, the result revealed that delay was the main issue, which can affect customer dissatisfaction while ‘staff service’ can make customers satisfied through sentiment analysis as the result shows the ‘staff service’ with meal and food in the topic modeling.
Highlights
The global airline industry is facing increased competition between airlines and regions due to the expansion of the Treaty on Open Skies, private participation in airline and airport operations, and the interaircraft partnerships and mergers [1]
Given that negative keywords are somewhat less than positive keywords, the online review of Asian Airlines has more positive reviews than negative ones
By analyzing online online reviewsreviews writtenwritten by customers who have been experiBy analyzing by customers who have been experiencing encing Asian airlines, we explored the factors that influence the customer’s intention to to purchase
Summary
The global airline industry is facing increased competition between airlines and regions due to the expansion of the Treaty on Open Skies, private participation in airline and airport operations, and the interaircraft partnerships and mergers [1]. To survive this competition, airlines continue to make efforts to improve service quality as survival strategies. Customer needs have consistently attracted the attention from scholars as a fundamental variable in customer service delivery, and should be more important to airlines to identify customer needs and provide the right quality of service [3,4]
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