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Voice of airline passenger: A text mining approach to understand customer satisfaction

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  1. Kim, Dohun & Lim, Chaehwan & Ha, Hun-Koo, 2024. "Comparative analysis of changes in passenger's perception for airline companies' service quality before and during COVID-19 using topic modeling," Journal of Air Transport Management, Elsevier, vol. 115(C).
  2. Ayat Zaki Ahmed & Manuel Rodríguez-Díaz, 2020. "Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines," Sustainability, MDPI, vol. 12(20), pages 1-18, October.
  3. Becken, Susanne & Stantic, Bela & Chen, Jinyan & Connolly, Rod M., 2022. "Twitter conversations reveal issue salience of aviation in the broader context of climate change," Journal of Air Transport Management, Elsevier, vol. 98(C).
  4. Nguyen Ngoc Hien & Nguyen Thanh Long & Vo Tan Liem & Danh Xuan Luu, 2024. "Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory," SAGE Open, , vol. 14(2), pages 21582440241, May.
  5. 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.
  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. Raksmey Sann & Pei-Chun Lai & Hui-Chen Chang, 2020. "Does Culture of Origin Have an Impact on Online Complaining Behaviors? The Perceptions of Asians and Non-Asians," Sustainability, MDPI, vol. 12(5), pages 1-37, February.
  8. Muzaffer Buyruk & Ertan Güner, 2022. "Personalization in airline revenue management: an overview and future outlook," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(2), pages 129-139, April.
  9. Raki, Amir & Nayer, Daud & Nazifi, Amin & Alexander, Matthew & Seyfi, Siamak, 2021. "Tourism recovery strategies during major crises: The role of proactivity," Annals of Tourism Research, Elsevier, vol. 90(C).
  10. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 5(2), pages 11-19.
  11. Kluge, Ulrike & Ringbeck, Jürgen & Spinler, Stefan, 2020. "Door-to-door travel in 2035 – A Delphi study," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
  12. Schmalz, Ulrike & Ringbeck, Jürgen & Spinler, Stefan, 2021. "Door-to-door air travel: Exploring trends in corporate reports using text classification models," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
  13. Mayur Taneja & Vikas Nath & Noopur Saxena, 2024. "Factors Influencing Behavioral Intention Toward Using Travel Mobile Application: Examining the Mediating Role of Reviews and Ratings," Jindal Journal of Business Research, , vol. 13(2), pages 162-180, December.
  14. Alasdair Reid, 2023. "Closing the Affordable Housing Gap: Identifying the Barriers Hindering the Sustainable Design and Construction of Affordable Homes," Sustainability, MDPI, vol. 15(11), pages 1-27, May.
  15. Pereira, Francisco & Costa, Joana Martinho & Ramos, Ricardo & Raimundo, António, 2023. "The impact of the COVID-19 pandemic on airlines’ passenger satisfaction," Journal of Air Transport Management, Elsevier, vol. 112(C).
  16. Murugesan, R. & A P, Rekha & N, Nitish & Balanathan, Raghavan, 2024. "Forecasting airline passengers’ satisfaction based on sentiments and ratings: An application of VADER and machine learning techniques," Journal of Air Transport Management, Elsevier, vol. 120(C).
  17. Woohyuk Kim & Sung-Bum Kim & Eunhye Park, 2021. "Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content," Sustainability, MDPI, vol. 13(22), pages 1-16, November.
  18. Marwa Salah & Mohamed A Abou-Shouk, 2019. "The effect of customer relationship management practices on airline customer loyalty," Post-Print hal-02454932, HAL.
  19. Zibarzani, Masoumeh & Abumalloh, Rabab Ali & Nilashi, Mehrbakhsh & Samad, Sarminah & Alghamdi, O.A. & Nayer, Fatima Khan & Ismail, Muhammed Yousoof & Mohd, Saidatulakmal & Mohammed Akib, Noor Adelyna, 2022. "Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology," Technology in Society, Elsevier, vol. 70(C).
  20. Xie, Haotian & Li, Yi & Pu, Yang & Zhang, Chen & Huang, Junlin, 2024. "Evaluating airline service quality through a comprehensive text-mining and multi-criteria decision-making analysis," Journal of Air Transport Management, Elsevier, vol. 120(C).
  21. Salah, Marwa & Abou-Shouk, Mohamed A., 2019. "The effect of customer relationship management practices on airline customer loyalty," MPRA Paper 98032, University Library of Munich, Germany.
  22. Huang, Shupeng & Potter, Andrew & Eyers, Daniel & Li, Qinyun, 2021. "The influence of online review adoption on the profitability of capacitated supply chains," Omega, Elsevier, vol. 105(C).
  23. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
  24. Lu, Lin & Xu, Pei & Wang, Yen-Yao & Wang, Yu, 2023. "Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms," Journal of Business Research, Elsevier, vol. 169(C).
  25. Clempner, Julio B., 2020. "Penalizing passenger’s transfer time in computing airlines revenue," Omega, Elsevier, vol. 97(C).
  26. Antwi, Collins Opoku & Fan, Chong-jun & Ihnatushchenko, Nataliia & Aboagye, Michael Osei & Xu, Hangyu, 2020. "Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction," Journal of Air Transport Management, Elsevier, vol. 89(C).
  27. Ewa Roszkowska & Bartłomiej Jefmański & Marta Kusterka-Jefmańska, 2024. "A synthetic measure for ranking overall satisfaction based on multidimensional ordinal data. The case of airlines on the TripAdvisor website," Operations Research and Decisions, Wroclaw University of Science and Technology, Faculty of Management, vol. 34(3), pages 221-242.
  28. Ayat Zaki Ahmed & Manuel Rodríguez Díaz, 2022. "A Methodology for Machine-Learning Content Analysis to Define the Key Labels in the Titles of Online Customer Reviews with the Rating Evaluation," Sustainability, MDPI, vol. 14(15), pages 1-31, July.
  29. Wen-Kuo Chen & Dalianus Riantama & Long-Sheng Chen, 2020. "Using a Text Mining Approach to Hear Voices of Customers from Social Media toward the Fast-Food Restaurant Industry," Sustainability, MDPI, vol. 13(1), pages 1-17, December.
  30. 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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