A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service

Abstract

We introduce a new importance-performance analysis (IPA) methodology while making use of direct service experience perceptions represented by online reviews with numerical ratings. The proposed IPA, which we call the text analytics-based IPA (TAIPA), allows the real-time calculation of importance using the probability distribution of word frequency via the latent Dirichlet allocation (LDA) application to online reviews, and of performance using numerical rating values. The importance is also adjusted with the help of a sentiment analysis of online reviews to provide more precise measurements for service experience perceptions. To ensure an evaluation of the entire service process, we employ service encounters, in which service experiences occur and thus most customer perceptions are created, as a set of attributes composed of LDA topics that contain direct perceptions of service experiences. We investigate statistical correlations between TAIPA calculations and typical benchmarks of firm performance in the air-transport industry to verify how effective the proposed TAIPA is with respect to the degree that customer satisfaction is represented. As a primary result, TAIPA is more effective than comparison targets in that it shows stronger correlations with firm performance. TAIPA is specialized in determining which service step (i.e., a one-to-one relationship with a service encounter) needs to be improved. Moreover, TAIPA is flexible in considering multiple competitors.

Analyzing Restaurant Customers’ Evolution of Dining Patterns and Satisfaction during COVID-19 for Sustainable Business Insights

“…Compared with manual topic modeling, automatic topic modeling not only has the advantage of being faster when processing larger data sets, but it also incorporates less human intervention, resulting in more objective results. Latent Dirichlet allocation (LDA), a state-of-art topic modeling tool, is both capable and suitable to automatically perform the topic identification task [27][28][29] such that a qualitative review is thereby quantifiable by calculating the weight of topics within [30,31].…”

Operationalization of Importance-Performance Analysis With Nine Categories and Tested for Green Practices and Financial Evaluation

“…Further, we will mention relatively recent studies where IPA was applied in its standard or improved form. For example, revised forms of IPA are applied in air transport by Lin and Vlachos (2018), Hongli (2018), andNam andLee (2019). Standard IPA has been successfully applied to public bus transportation by Chaisomboon et al (2020) and Esmailpour et al (2020).…”

“…It should be emphasized that the IPA technique is seeking to widen its topics of interest. This research can be seen in different optimizations proposed both to overcome several important drawbacks of the IPA matrix in its standard form (Mount, 2000;Oh, 2001;Bacon, 2003;Ban et al, 2016Ban et al, , 2019 and to assess the impact of new business requests such as digitization or moving towards green products/processes (Patiar et al, 2017;McLeay et al, 2017;Nam & Lee, 2019;Chaisomboon et al, 2020;Esmailpour et al, 2020).…”

Dynamic Evolution Mechanism of Digital Entrepreneurship Ecosystem Based on Text Sentiment Computing Analysis

“…The usefulness of the memory needs to be optimized; it can be found that long text and short text have a high degree of overlap in terms. Therefore, based on the characteristics of short text and traditional feature filtering methods, the long text features and short text common features are left, and the superior information is added to the short text classification process (Nam and Lee, 2019 ). An improved conditional random field model is also proposed, which treats the tendency analysis of phrase sentiment as sequence labeling (Hahn et al, 2020 ).…”