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A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper

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  • Sheema Liza Idris
  • Masurah Mohamad

Abstract

Airline quality service is crucial for airlines to remain competitive in the industry. The quality of the services of these airlines must meet customer satisfaction and other aspects of the overall service experience. The levels of service quality in an airline service may impact satisfaction and loyalty which may influence customer sentiment. Concerning the importance of airline quality service, customer sentiment towards the service must be investigated and one of the ways to analyze it is by using sentiment analysis. Sentiment analysis is the chosen tool nowadays to analyze comments or reviews made on these services, which may be positive, negative, or neutral. Using sentiment analysis, will not only help potential customers to view the overall sentiment portrayed, but organizations can also use the findings to improve their organization to be more competitive. Thus, this paper will focus on reviewing several recent works related to sentiment analysis as a tool for assisting organizations in assessing the quality of services in the airline industry. As a result, a new framework for assessing the quality of service for the organizations, especially the airline company will be proposed.

Suggested Citation

  • Sheema Liza Idris & Masurah Mohamad, 2023. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 15(4), pages 564-576.
    • Handle: RePEc:rnd:arimbr:v:15:y:2023:i:4:p:564-576
    DOI: 10.22610/imbr.v15i4(SI)I.3638
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    References listed on IDEAS

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    2. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    3. Achmad Supriyanto & Bambang Budi Wiyono & Burhanuddin Burhanuddin, 2021. "Effects of service quality and customer satisfaction on loyalty of bank customers," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1937847-193, January.
    4. Hongyu Han & Yongshi Zhang & Jianpei Zhang & Jing Yang & Xiaomei Zou, 2018. "Improving the performance of lexicon-based review sentiment analysis method by reducing additional introduced sentiment bias," PLOS ONE, Public Library of Science, vol. 13(8), pages 1-11, August.
    5. Minh-Tri Ha & Giang-Do Nguyen & Bao-Son Doan, 2023. "Understanding the mediating effect of switching costs on service value, quality, satisfaction, and loyalty," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-14, December.
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