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

Kilic S., Cadirci T. O.

RESEARCH IN TRANSPORTATION BUSINESS AND MANAGEMENT, cilt.43, ss.1-10, 2021 (SSCI) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 43
  • Basım Tarihi: 2021
  • Dergi Adı: RESEARCH IN TRANSPORTATION BUSINESS AND MANAGEMENT
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.1-10
  • Yıldız Teknik Üniversitesi Adresli: Evet

Özet

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.