An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis

Name: An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis
Author: Kılıç, Sena, Çadirci, T. O.

İsim	An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis
Yazar	Kılıç, Sena, Çadirci, T. O.
Basım Tarihi:	2022-06
Basım Yeri	- Elsevier
Konu	Airport service experience, Opportunity mining, Sentiment analysis, Topic modeling
Tür	Süreli Yayın
Dil	İngilizce
Dijital	Evet
Yazma	Hayır
Kütüphane:	Özyeğin Üniversitesi
Demirbaş Numarası	2210-5395
Kayıt Numarası	39020b6f-e83c-49ac-8eb5-f6d216ac084e
Lokasyon	Aviation Management
Tarih	2022-06
Örnek Metin	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

Kaynağa git Özyeğin Üniversitesi

Aramaya Dön

Özyeğin Üniversitesi

Kaynağa git

An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis

Yazar Kılıç, Sena, Çadirci, T. O.

Basım Tarihi 2022-06

Basım Yeri - Elsevier

Konu Airport service experience, Opportunity mining, Sentiment analysis, Topic modeling

Tür Süreli Yayın

Dil İngilizce

Dijital Evet

Yazma Hayır

Kütüphane Özyeğin Üniversitesi

Demirbaş Numarası 2210-5395

Kayıt Numarası 39020b6f-e83c-49ac-8eb5-f6d216ac084e

Lokasyon Aviation Management

Tarih 2022-06

Örnek Metin 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