Determinants of customer satisfaction with airline services: An analysis of customer feedback big data

TitleDeterminants of customer satisfaction with airline services: An analysis of customer feedback big data
Publication TypeJournal Article
Year of Publication2019
AuthorsPark, E, Jang, Y, Kim, J, Jeong, N-J, Bae, K, del Pobil, AP
JournalJOURNAL OF RETAILING AND CONSUMER SERVICES
Volume51
Start Page186
Pagination186-190
Date Published06/2019
Abstract

Given that the global airline industry is considered one of the most competitive markets, numerous attempts have been made to explore strategies for success in this industry. Among these, improving customers’ perceived satisfaction is an important topic for airline service providers. Thus, the current study investigates the potential determinants of customers’ perceived satisfaction with airline services through a close examination of their feedback on these services. A sentiment analysis is conducted on a dataset comprising feedback from more than 133,000 customers. Applying the structural equation modeling method in the proposed research model reveals that customers’ affective values have notable effects on their satisfaction with airline services. Moreover, notable statistical differences in customer groups exist between low-cost carrier and full-service carrier services. The current study presents both managerial and practical implications.

URLhttps://www.sciencedirect.com/science/article/pii/S0969698919304369?via%3Dihub
DOI10.1016/j.jretconser.2019.06.009