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Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

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  • Hyun-Jeong Ban

    (School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea)

  • Hak-Seon Kim

    (School of Hospitality and Tourism Management, Kyungsung University, 309 Suyoungro, Nam-Gu, Busan 48434, Korea)

Abstract

This study was conducted to understand customer experience and satisfaction through airline passengers’ online review. To achieve the purpose of this study, the semantic network analysis was conducted qualitatively by collecting reviews in top 10 airlines selected by Skytrax (airlinequality.com). In addition, this study quantitatively identified the relationship among six evaluation factors (seat comfort, staff, food and beverage (F&B), entertainment, ground service, and value for money), customer satisfaction and recommendation. This study collected 9632 reviews from the Skytrax. Through a CONCOR (CONvergence of iterated CORrelation) analysis, keywords were grouped into six clusters (seat comfort, staff, entertainment, ground service, value for money, and airline brand). Through the linear regression analysis, all evaluation factors except ‘entertainment’ factor significantly had impact on customer satisfaction and recommendation. These results showed that understanding online review can provide both academic implication and practical implication to develop sustainable strategy in the airline industry.

Suggested Citation

  • Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:15:p:4066-:d:252356
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    References listed on IDEAS

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    Cited by:

    1. Aralbayeva Shadiyar & Hyun-Jeong Ban & Hak-Seon Kim, 2020. "Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis," Sustainability, MDPI, vol. 12(21), pages 1-20, November.
    2. Wei Fu & Shengnan Wei & Jue Wang & Hak-Seon Kim, 2022. "Understanding the Customer Experience and Satisfaction of Casino Hotels in Busan through Online User-Generated Content," Sustainability, MDPI, vol. 14(10), pages 1-18, May.
    3. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
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    6. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
    7. Devika Rani Sharma & Smitha Girija & Pratima Merugu, 2022. "Mediating Role of Perceived Health Risk on Customer Experience and Customer Satisfaction: Evidence from the Airline Industry in India During COVID-19," International Journal of Global Business and Competitiveness, Springer, vol. 17(1), pages 31-45, December.
    8. Xiaobin Zhang & Hak-Seon Kim, 2021. "Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews," Sustainability, MDPI, vol. 13(22), pages 1-17, November.
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    10. Rita, Paulo & Moro, Sérgio & Cavalcanti, Gabriel, 2022. "The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector," Journal of Air Transport Management, Elsevier, vol. 104(C).

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