Is your business sustainable? A sentiment analysis of air passengers of top 10 US-based airlines
1
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
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 experiencerelated 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.
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 experiencerelated 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.
참고문헌 (24)
- Anitsal, I., "An exploratory study on consumer perceptions of service quality in technology-based self-service", Services Marketing Quarterly, 27(4), pp.53~67 (2006)
- Babbar, S., "The human element in airline service quality : Contact personnel and the customer", International Journal of Operations & Production Management, 28(9), pp.804~830 (2008)
- Badra, D., "Race to the bottom or swimming upstream : Performance analysis of US airlines", Journal of Air Transport Management, 15(5), pp.227~235 (2009)
- "datapigtechnologies.com" (2015)[URL]
- "Federal aviation administration’s air traffic by the numbers" (2017)[URL]
- "In the air, that uneasy feeling of Us vs. Them" (2017)[URL]
- "United is under fire for denying passengers – but its competitors are even worse" (2017)[URL]
- Hannigan, T. J., "Competition and competitiveness in the US airline industry", Competitiveness Review, 25(2), pp.134~155 (2015)
- "Sentiment Extraction: Measuring the Emotional Tone of Content. Whitepaper" (2017)[URL]
- Min, H., "Benchmarking the service quality of airlines in the United States : An exploratory analysis", Benchmarking : An International Journal, 22(5), pp.734~751 (2015)
- Ozturk Birim, S., "A model of business performance in the Us airline industry: How customer complaints predict the performance?", Business Studies Journal, 8(2), pp.96~111 (2016)
- Parasuraman, A., "Service quality and productivity : A synergistic perspective", Managing Service Quality, 12(1), pp.6~9 (2002)
- "Semantria" (2015)[URL]
- "Skytrax" (2015)[URL]
- "Bureau of transportation statistics, form 41; schedule P1.2" (2015)[URL]
- "Web Scraper" (2015)[URL]
- Wu, W. Y., "A balanced scorecard envelopment approach to assess airlines’performance", Industrial Management and Data Systems, 114(1), pp.123~143 (2014)
- "Yahoo Finance" (2017)[URL]
- Zeithaml, V. A., "Delivering quality service: Balancing customer perceptions and expectations" (1990), The Free Press