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dc.contributor.authorPark, Eunil
dc.contributor.authorJang, Yeonju
dc.contributor.authorKim, Jina
dc.contributor.authorJeong Jeong, Nam
dc.contributor.authorBae, Kunwoo
dc.contributor.authordel Pobil, Angel P.
dc.date.accessioned2019-11-25T08:39:56Z
dc.date.available2019-11-25T08:39:56Z
dc.date.issued2019-06-21
dc.identifier.citationPARK, Eunil, et al. Determinants of customer satisfaction with airline services: An analysis of customer feedback big data. Journal of Retailing and Consumer Services, 2019, 51: 186-190.ca_CA
dc.identifier.urihttp://hdl.handle.net/10234/185182
dc.description.abstractGiven 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.ca_CA
dc.format.extent5 p.ca_CA
dc.language.isoengca_CA
dc.publisherElsevierca_CA
dc.rights© 2019 Elsevier Ltd. All rights reserved.ca_CA
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/*
dc.subjectairline serviceca_CA
dc.subjectlow-cost carrierca_CA
dc.subjectsatisfactionca_CA
dc.subjectsentiment analysisca_CA
dc.subjectfeedbackca_CA
dc.titleDeterminants of customer satisfaction with airline services: An analysis of customer feedback big dataca_CA
dc.typeinfo:eu-repo/semantics/articleca_CA
dc.identifier.doihttps://doi.org/10.1016/j.jretconser.2019.06.009
dc.relation.projectIDNational Research Foundation of Korea(NRF) grant funded by the Korea government(MSIT) (No. NRF-2019R1A2C1002341)ca_CA
dc.rights.accessRightsinfo:eu-repo/semantics/restrictedAccessca_CA
dc.relation.publisherVersionhttps://www.sciencedirect.com/science/article/pii/S0969698919304369ca_CA
dc.type.versioninfo:eu-repo/semantics/publishedVersionca_CA


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