 Determinants of customer satisfaction with airline services: An analysis of customer feedback big dataEunil Park, Yeonju Jang, Jina Kim, Nam Jeong Jeong, Kunwoo Bae and Angel P. del Pobil Journal of Retailing and Consumer Services, 2019, vol. 51, issue C, 186-190 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. Keywords: Airline service; Low-cost carrier; Satisfaction; Sentiment analysis; Feedback (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:51:y:2019:i:c:p:186-190 DOI: 10.1016/j.jretconser.2019.06.009 Access Statistics for this article Journal of Retailing and Consumer Services is currently edited by Harry Timmermans More articles in Journal of Retailing and Consumer Services from Elsevier |
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