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How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis

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  • Li, Lingyao
  • Mao, Yujie
  • Wang, Yu
  • Ma, Zihui

Abstract

Airport service quality (ASQ) is a competitive advantage for airport management in today's airport market. Since the COVID-19 health crisis has unprecedentedly influenced airport regulations and operations, effective measurement of ASQ has become crucial for airport administrations. Surveying travelers' attitudes is useful for ASQ assessment but collecting responses could be time-consuming and costly. Therefore, this paper adopts a data-driven crowdsourcing approach to study ASQ during the COVID-19 pandemic by investigating Google Maps reviews from the 98 busiest U.S. airports. To do so, this study develops a topical ontology of keywords regarding ASQ attributes and uses a sentiment tool to derive passengers' attitudes. Through sentiment analysis, Google Maps reviews show more positive sentiment toward environment and personnel but remain constant about facilities during COVID-19. The lexical salience-valence analysis (LSVA) is then applied to explain such changes by tracking the sentiment of frequent words in reviews. Through correlation and regression analysis, this study demonstrates that rating is significantly related to check-in, environment, and personnel in pre-and post-COVID periods. Additionally, the effect of access, wayfinding, facilities, and environment on rating significantly differs between the two periods. The findings illustrate the effectiveness of leveraging online reviews and offer practical implications for what matters to air travelers, especially in the COVID-19 context.

Suggested Citation

  • Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
    • Handle: RePEc:eee:jaitra:v:105:y:2022:i:c:s096969972200117x
    DOI: 10.1016/j.jairtraman.2022.102298
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    References listed on IDEAS

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    4. Alessandro V. M. Oliveira & Bruno F. Oliveira & Moises D. Vassallo, 2024. "Airport service quality perception and flight delays: examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Papers 2401.02139, arXiv.org.
    5. Jiao Zhang & Danqing Li & Shuguang Ning & Katsunori Furuya, 2023. "Sustainable Urban Green Blue Space (UGBS) and Public Participation: Integrating Multisensory Landscape Perception from Online Reviews," Land, MDPI, vol. 12(7), pages 1-29, July.
    6. Güner, Samet & Seçkin Codal, Keziban, 2024. "Airport productivity and network centrality in the pandemic outbreak: Lessons from the Turkish airports," Journal of Air Transport Management, Elsevier, vol. 115(C).
    7. Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).

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