IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v103y2022ics0969699722000539.html
   My bibliography  Save this article

Identification of opinion trends using sentiment analysis of airlines passengers' reviews

Author

Listed:
  • Farzadnia, Siavash
  • Raeesi Vanani, Iman

Abstract

Receiving customer opinions on products and services provided by companies is one of the main needs of company managers to improve products and services. Today, it is common to use social networks, messengers, and review websites to receive data from customer opinions. But analyzing the data received from these sources due to their huge volume requires an efficient tool. In this study, textual data obtained from the reviews of passengers of the top 10 airlines in the Middle East region have been analyzed and evaluated. First, we identified the main topics that are hidden in the customers' reviews by topic modeling method. In the next step, we evaluated the level of passenger satisfaction based on the topics identified in the modeling stage, by using sentiment analysis on passenger reviews to demonstrate the strengths and weaknesses of the airlines in providing various services to customers. In the end, management solutions and recommendations are provided to airline managers. The proposed method is a new approach for evaluating customer satisfaction and can be used as a guide for airlines to develop marketing strategies to attract new customers and increase their market share.

Suggested Citation

  • Farzadnia, Siavash & Raeesi Vanani, Iman, 2022. "Identification of opinion trends using sentiment analysis of airlines passengers' reviews," Journal of Air Transport Management, Elsevier, vol. 103(C).
    • Handle: RePEc:eee:jaitra:v:103:y:2022:i:c:s0969699722000539
    DOI: 10.1016/j.jairtraman.2022.102232
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699722000539
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2022.102232?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Choi, Kanghwa, 2017. "Multi-period efficiency and productivity changes in US domestic airlines," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 18-25.
    2. Babak Sohrabi & Iman Raeesi Vanani & Ehsan Abedin, 2018. "Human Resources Management and Information Systems Trend Analysis Using Text Clustering," International Journal of Human Capital and Information Technology Professionals (IJHCITP), IGI Global, vol. 9(3), pages 1-24, July.
    3. Jiang, Hongwei & Zhang, Yahua, 2016. "An investigation of service quality, customer satisfaction and loyalty in China's airline market," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 80-88.
    4. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    5. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Pakdil, Fatma & Tolon, Metehan, 2018. "Does gender matter? Considering gender of service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 73-82.
    6. Chen, Hsi-Tien & Chao, Ching-Cheng, 2015. "Airline choice by passengers from Taiwan and China: A case study of outgoing passengers from Kaohsiung International Airport," Journal of Air Transport Management, Elsevier, vol. 49(C), pages 53-63.
    7. Teichert, Thorsten & Shehu, Edlira & von Wartburg, Iwan, 2008. "Customer segmentation revisited: The case of the airline industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 227-242, January.
    8. Jian Jin & Ying Liu & Ping Ji & Hongguang Liu, 2016. "Understanding big consumer opinion data for market-driven product design," International Journal of Production Research, Taylor & Francis Journals, vol. 54(10), pages 3019-3041, May.
    9. Payam Hanafizadeh & Neda Rastkhiz Paydar, 2013. "A Data Mining Model for Risk Assessment and Customer Segmentation in the Insurance Industry," International Journal of Strategic Decision Sciences (IJSDS), IGI Global, vol. 4(1), pages 52-78, January.
    10. Dolnicar, Sara & Grabler, Klaus & Grün, Bettina & Kulnig, Anna, 2011. "Key drivers of airline loyalty," Tourism Management, Elsevier, vol. 32(5), pages 1020-1026.
    11. Jeong, Byeongki & Yoon, Janghyeok & Lee, Jae-Min, 2019. "Social media mining for product planning: A product opportunity mining approach based on topic modeling and sentiment analysis," International Journal of Information Management, Elsevier, vol. 48(C), pages 280-290.
    12. Park, Eunil & Jang, Yeonju & Kim, Jina & Jeong, Nam Jeong & Bae, Kunwoo & del Pobil, Angel P., 2019. "Determinants of customer satisfaction with airline services: An analysis of customer feedback big data," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 186-190.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    2. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.
    3. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
    4. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
    5. Zhen-Yu Chen & Xin-Li Liu & Li-Ping Yin, 2023. "Data-driven product configuration improvement and product line restructuring with text mining and multitask learning," Journal of Intelligent Manufacturing, Springer, vol. 34(4), pages 2043-2059, April.
    6. Yanbin Long & Peter Belobaba, 2024. "Airline revenue management with segmented continuous pricing: methods and competitive effects," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 23(1), pages 14-27, February.
    7. Tahanisaz, Sahar & shokuhyar, Sajjad, 2020. "Evaluation of passenger satisfaction with service quality: A consecutive method applied to the airline industry," Journal of Air Transport Management, Elsevier, vol. 83(C).
    8. Kuo Cheng Chung & Paul Juinn Bing Tan, 2022. "Options to Improve Service Quality to Enhance Value Co-Creation for Customers in the Aviation Industry in Taiwan," SAGE Open, , vol. 12(1), pages 21582440221, March.
    9. Jing Lu & Cheng Lv & Zhongzhen Yang & Mark Hansen, 2019. "Market Segmentation of New Gateway Airports Incorporating Passengers’ Curiosity," Sustainability, MDPI, vol. 11(24), pages 1-24, December.
    10. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
    11. Chatterjee, Swagato & Kittur, Prathamesh & Vishwakarma, Pankaj & Dey, Anirban, 2023. "What makes customers of airport lounges satisfied and more? Impact of culture and travel class," Journal of Air Transport Management, Elsevier, vol. 109(C).
    12. Bayuaji Prasetyo & Areo, Adebowale Biodun & Omotayo, Vincent Adewale, 2020. "Board Attributes And Quality Of Financial Reporting In Nigerian Companies: An Empirical Evidence," Malaysian E Commerce Journal (MECJ), Zibeline International Publishing, vol. 4(2), pages 33-38:4, May.
    13. Mizutani, Jun & Sakai, Hiroki, 2023. "The effects of frequent flyer programs in the competition with high speed rail: A case study of air passenger preference in Japan," Journal of Air Transport Management, Elsevier, vol. 106(C).
    14. Lee, Won Seok & Tang, Ruohan & Moon, Joonho & Song, Myungkeun, 2022. "The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines," Journal of Air Transport Management, Elsevier, vol. 102(C).
    15. Patricia Lippitt & Nadine Itani & John F. O’Connell & David Warnock-Smith & Marina Efthymiou, 2023. "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    16. Jing Yu Pan & Dothang Truong, 2021. "Low cost carriers in China: passenger segmentation, controllability, and airline selection," Transportation, Springer, vol. 48(4), pages 1587-1612, August.
    17. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
    18. Ki-Han Song & Solsaem Choi, 2020. "A Study on the Behavioral Change of Passengers on Sustainable Air Transport after COVID-19," Sustainability, MDPI, vol. 12(21), pages 1-18, November.
    19. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
    20. Jing Yu Pan & Dothang Truong, 0. "Low cost carriers in China: passenger segmentation, controllability, and airline selection," Transportation, Springer, vol. 0, pages 1-26.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jaitra:v:103:y:2022:i:c:s0969699722000539. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.