Author
Kılıç, Sena, Çadirci, T. O.
Publication Date
2022-06
Publication Place
-
Elsevier
Subject
Airport service experience, Opportunity mining, Sentiment analysis, Topic modeling
Type
Periodical
Language
English
Digital
Yes
Manuscript
No
Library
Özyeğin University
Library Asset ID
2210-5395
Record ID
39020b6f-e83c-49ac-8eb5-f6d216ac084e
Library Location
Aviation Management
Date
2022-06
Sample Text
With the increase in airport alternatives and airport service variation, passengers' perception of the airport experience has changed. By working with consumer experience through customer reviews, this study aims to define customer experiences and expectations. Topic modeling and sentiment analysis are applied to 1224 passengers' comments on the top 10 airports collected from Skytrax. Ten topics consisting of baggage claim, immigration process, access gates, procedures at the airport, leisure activities, employee service, transfer/transit amenities, terminal facilities, passport control, ambient conditions are identified. With a few exceptions, positive sentiments have been obtained for these topics. Finally, managerial implications and limitations are shared.
DOI
10.1016/j.rtbm.2021.100744
Cilt
43
