Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)

Martín-Domingo, Luis; Martı́n, Juan Carlos; Mandsberg, Glen

doi:10.1016/j.jairtraman.2019.01.004

Cited by 102 publications

(68 citation statements)

References 23 publications

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“…For instance, Jailivand and Samiei [96] conducted an empirical study with tourists who had used travel reviews as an information source and found that electronic word of mouth (eWOM) could influence all TPB variables. Although lots of studies have looked at the tourism and hotel businesses using online reviews (see, e.g., [97][98][99][100][101][102], and the references therein), research in the air transportation industry still has substantial growth potential [103][104][105][106]. Finally, we investigated the repurchase intention of only experienced passengers in this study.…”

Section: Discussionmentioning

confidence: 99%

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Kim

Lee

2019

Sustainability

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This study investigates the repurchase intention of passengers who have experienced premium economy class. To achieve the research purpose, we examine the relationship among psychological factors, perceived price, perceived service quality, perceived value and repurchase intention using a research model extended from the theory of planned behavior (TPB). The survey data were collected both airside and landside at two major Korean international airports from 382 passengers who used premium economy class. The results show that the repurchase intention of passengers is influenced by the attitude, perceived behavioral control, and perceived value derived from price and service quality; repurchase intention is not influenced by the subjective norm. These findings will enable air carriers to better understand the intention of premium economy passengers with respect to psychological and service value perspectives. They can also be used to improve marketing capabilities and the sustainable profitability of premium economy service.

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Section: Discussionmentioning

confidence: 99%

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Kim

Lee

2019

Sustainability

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“…Much of the previous literature on cruises' perceived service quality is based on traditional pen and pencil questionnaires that measure perceived service quality. Conversely, it could be argued that employing surveys during travel can be a burden, in terms of not just cost but also further matters such as safety and travelers' relaxation [39]. Consequently, social media platforms on which passengers can share their experience are becoming an alternative data source [25].…”

Section: Service Quality In the Cruise Industrymentioning

confidence: 99%

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

2020

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This paper examines the main elements of online reviews left by popular cruise ships’ travelers. The eight most popular cruise ships were selected. We aimed to pinpoint the service quality experiential perceptions of cruise travelers regarding their higher or lower value for money ratings. Leximancer 4.5 software was used to derive the linkage and co-occurrence between service concepts in the online narratives of 2000 guests from Cruisecritic.com. The evaluation showed 10 areas addressed by the descriptions of the cruise’s perceived quality. These are “ship,” “staff,” “food,” “entertainment,” “room,” “area,” “embarkation,” “excursion” “disembarkation,” and “port.” Furthermore, the results highlight themes like “ship,” “staff,” “food,” “entertainment,” “room,” and “area” as belonging to the high-satisfaction group (excellent/very good), while “embarkation,” “disembarkation,” “excursion,” and “port” belong to the low-satisfaction group (poor/terrible). The study offers useful insights into cruise travelers’ general perceived experience according to user-generated content, and enables the identification of the main themes associated with different satisfaction groups.

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“…To counter this weakness, online reviews have been recognized as a recent data source worthwhile to exploit. Various studies using reviews have demonstrated their value and usefulness in related research [14,17,25,26,41,45,52]. Online reviews are easily gathered with big data in real-time [22].…”

Section: Survey-based Versus Data Analytics-based Service Evaluationmentioning

confidence: 99%

“…TripAdvisor has been one of the most well-known travel review sites in which customers post their travel experiences regarding hospitality services [15,23]. There are many published results of text-analytics techniques working with the reviews provided in TripAdvisor for service quality and satisfaction [22,[24][25][26]. Liau and Tan [24] tried to describe passenger perceptions by conducting a sentiment analysis, a popular text analytics approach, and a clustering method.…”

Section: Introductionmentioning

confidence: 99%

“…Liau and Tan [24] tried to describe passenger perceptions by conducting a sentiment analysis, a popular text analytics approach, and a clustering method. Based on text analysis, Martin-Domingo, Martin, and Mandsberg [25] attempted to identify passenger satisfaction utilizing online reviews to improve the level of airport service. Nam, Ha, and Lee [22] redesigned the airline service to be more customer-focused using topic modeling.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

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

Nam

Lee

2019

Sustainability

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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.

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Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)

Cited by 102 publications

References 23 publications

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

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

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