Determinants of customer satisfaction with airline services: An analysis of customer feedback big data
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Other documents of the author: Park, Eunil; Jang, Yeonju; Kim, Jina; Jeong Jeong, Nam; Bae, Kunwoo; del Pobil, Angel P.
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Show full item recordcomunitat-uji-handle:10234/9
comunitat-uji-handle2:10234/7036
comunitat-uji-handle3:10234/8620
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https://doi.org/10.1016/j.jretconser.2019.06.009 |
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Title
Determinants of customer satisfaction with airline services: An analysis of customer feedback big dataDate
2019-06-21Publisher
ElsevierBibliographic citation
PARK, 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.Type
info:eu-repo/semantics/articlePublisher version
https://www.sciencedirect.com/science/article/pii/S0969698919304369Version
info:eu-repo/semantics/publishedVersionSubject
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 ... [+]
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. [-]
Investigation project
National Research Foundation of Korea(NRF) grant funded by the Korea government(MSIT) (No. NRF-2019R1A2C1002341)Rights
© 2019 Elsevier Ltd. All rights reserved.
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- ICC_Articles [423]