IDEAS home Printed from https://ideas.repec.org/a/taf/jgsmks/v29y2019i1p25-41.html
   My bibliography  Save this article

Is your business sustainable? A sentiment analysis of air passengers of top 10 US-based airlines

Author

Listed:
  • Melek Meral Anitsal
  • Ismet Anitsal
  • Selin Anitsal

Abstract

The airline industry has become an inevitable part of the lives of American passengers. Along with that, dissatisfying flight experiences have always been associated with this industry since the beginning. This qualitative research explores flight experience-related moments of truth in the minds of airline passengers as reflected in their comments shared on social media, namely Skytrax. In particular, this study utilizes sentiment analysis techniques to discuss negative, neutral, and positive sentiments regarding the top 10 US-based airlines according to US Department of Transportation statistics. Findings point that airline service complaints were related mostly to failures in the core service such as connecting flights, flight attendants, checked bags, mechanical problems, in-flight entertainment on long distance flights, ground staff, and customer service. What created the highest level of positive sentiments were the flight attendants, flight crew, and ground crew. Avenues for future research were suggested along with managerial implications.

Suggested Citation

  • Melek Meral Anitsal & Ismet Anitsal & Selin Anitsal, 2019. "Is your business sustainable? A sentiment analysis of air passengers of top 10 US-based airlines," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 29(1), pages 25-41, January.
    • Handle: RePEc:taf:jgsmks:v:29:y:2019:i:1:p:25-41
    DOI: 10.1080/21639159.2018.1552532
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/21639159.2018.1552532
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/21639159.2018.1552532?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.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Thirumaran K & Eijdenberg Emiel L., 2021. "Conceptualising Destination Membership Cards for Elite Travellers," Zeitschrift für Tourismuswissenschaft, De Gruyter, vol. 13(1), pages 1-21, May.
    2. Saad Nor Hasliza Md & San Chin Wei & Yaacob Zulnaidi, 2023. "Twitter Sentiment Analysis of the Low-Cost Airline Services After COVID-19 Outbreak: The Case of AirAsia," Business Systems Research, Sciendo, vol. 14(2), pages 1-23, December.

    More about this item

    Statistics

    Access and download statistics

    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:taf:jgsmks:v:29:y:2019:i:1:p:25-41. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RGAM20 .

    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.