Reading between the lines: untwining online user-generated content using sentiment analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gowhar Rasool ◽  
Anjali Pathania
Keyword(s):  
Service Quality ◽  
Sentiment Analysis ◽  
Airline Industry ◽  
Large Scale ◽  
Low Cost ◽  
Marketing Research ◽  
Analytical Framework ◽  
User Generated Content ◽  
Knowledge Domain ◽  
Content Type

PurposeOne of the major challenges within the airline industry is to keep pace with the changing customer perception toward their service quality. This paper aims to demonstrate how sentiment analysis of user-generated big data can be used to research airline service quality as a more comprehensive alternative to other survey-based models by investigating real-time passenger insights.Design/methodology/approachThe present research uses the case of Indigo airlines by studying passenger's trip advisor reviews regarding the low-cost commercial airline service. The authors analyzed 1,777 passenger reviews, which were classified, to uncover sentiments for five dimensions of airline service quality (AIRQUAL).FindingsThe findings of the study demonstrate the need for harnessing the brand-related user-generated content shared on online platforms to identify the critical attributes for airline service quality. Further, through the application of sentiment analysis, the paper provides much-needed clarity in the processing of user-generated content. It illustrates the investigation of passenger interactions as a reflection of their satisfaction, expectation, intention and overall opinion toward the airline service quality.Practical implicationsThe analytical framework adopted in the study for examining user-generated content (UGC) can be functional for the marketing managers and equip them for handling large-scale data readily available in action-oriented interactive marketing research.Originality/valueThis paper demonstrates how sentiment analysis of user-generated data can be used to research airline service quality as a more comprehensive alternative to other survey-based models. The study supplements the methodological advances in the field of UGC analysis and adds to the existing knowledge domain.

An Evaluation for Long-Haul Low-Cost Carriers Using User-Generated Content

2020 ◽  
pp. 231-251
Author(s):  
Mahmut Bakır ◽  
Sahap Akan ◽  
Ozlem Atalik
Keyword(s):  
Regression Analysis ◽  
Service Quality ◽  
Business Model ◽  
Airline Industry ◽  
Low Cost ◽  
Perceived Value ◽  
User Generated Content ◽  
Low Cost Carriers ◽  
New Business ◽  
The Relationship

Since the liberalization of the airline industry, the low-cost business model has been developed worldwide and a new business model of long-haul low-cost carriers (LHLCCs) has evolved. This chapter aims to investigate the LHLCC business model from a customer-oriented perspective in terms of service quality and perceived value. For this purpose, the authors investigated the effect of service quality on perceived value for money for LHLCCs. In this chapter, user-generated content was adopted to collect data, and 824 user-generated airline reviews were collected from TripAdvisor.com, the largest tourism-related repository. In order to investigate the relationship, a predictive correlational design was structured and a logistic regression analysis was applied. To contribute to the regression analysis, a receiver operating characteristic (ROC) analysis was performed to measure the classification success. As a result, the logit model describes well the relationship between variables for LHLCCs.

A new approach of social media analytics to predict service quality: evidence from the airline industry

2019 ◽  
Vol 33 (1) ◽  
pp. 51-70 ◽  
Author(s):  
Xin Tian ◽  
Wu He ◽  
Chuanyi Tang ◽  
Ling Li ◽  
Hangjun Xu ◽  
...  
Keyword(s):  
Social Media ◽  
Text Mining ◽  
Service Quality ◽  
Sentiment Analysis ◽  
Airline Industry ◽  
Social Media Analytics ◽  
Data Set ◽  
Social Media Data ◽  
Content Type ◽  
Media Data

Purpose Research on how to use social media data to measure and evaluate service quality is still limited. To fill the research gap in the literature, the purpose of this paper is to open a new avenue for future work to measure the service quality in the service industry by developing a new analytical approach of using social media analytics to evaluate service quality. Design/methodology/approach This paper uses social media data to measure the service quality of the airline industry with the SERVQUAL metrics. A novel benchmark data set was created for each SERVQUAL metric. The data set was analyzed through text mining and sentiment analysis. Findings By comparing the results from social media with official service quality report from the Department of Transportation, the authors found that the proposed service quality metrics from social media are valid and can be used to estimate the service quality. Practical implications This paper presents service quality metrics and a methodology that can be easily adopted by other businesses to assess service quality. This study also provides guidance and suggestions to help businesses understand how to collect and analyze social media data for the purpose of evaluating service quality. Originality/value This paper offers a novel methodology that uses text mining and sentiment analysis to help the airline industry assess its service quality.

A review of passive self-sensing tag

Sensor Review ◽  
2017 ◽  
Vol 37 (3) ◽  
pp. 338-345 ◽  
Author(s):  
Yawei Xu ◽  
Lihong Dong ◽  
Haidou Wang ◽  
Jiannong Jing ◽  
Yongxiang Lu
Keyword(s):  
Radio Frequency Identification ◽  
Large Scale ◽  
Low Cost ◽  
Integrated Sensor ◽  
Content Type ◽  
Passive Sensing ◽  
Static Information ◽  
Potential Applications ◽  
Frequency Identification ◽  
Identification Tags

Purpose Radio frequency identification tags for passive sensing have attracted wide attention in the area of Internet of Things (IoT). Among them, some tags can sense the property change of objects without an integrated sensor, which is a new trend of passive sensing based on tag. The purpose of this paper is to review recent research on passive self-sensing tags (PSSTs). Design/methodology/approach The PSSTs reported in the past decade are classified in terms of sensing mode, composition and the ways of power supply. This paper presents operation principles of PSSTs and analyzes the characteristics of them. Moreover, the paper focuses on summarizing the latest sensing parameters of PSSTs and their matching equipment. Finally, some potential applications and challenges faced by this emerging technique are discussed. Findings PSST is suitable for long-term and large-scale monitoring compared to conventional sensors because it gets rid of the limitation of battery and has relatively low cost. Also, the static information of objects stored in different PSSTs can be identified by a single reader without touch. Originality/value This paper provides a detailed and timely review of the rapidly growing research in PSST.

Ryanair: success before love

2015 ◽  
Vol 31 (8) ◽  
pp. 1-3 ◽  
Author(s):  
Mark Thomas
Keyword(s):  
Airline Industry ◽  
Business Models ◽  
Low Cost ◽  
Public Image ◽  
Necessary Condition ◽  
Sustainable Competitive Advantage ◽  
Value Proposition ◽  
Content Type ◽  
The Public ◽  
True Value

Purpose – This paper aims to show why public acclaim is not always a guarantee for healthy profits. A low-cost forerunner, Laker Airlines, also discovered this same fact to its fatal cost. A company needs to understand its true value proposition and ensure that customers are willing to pay for it. Ryanair was adored by the public when it began its low-cost flights from Dublin to London in 1986. That love nearly drove it to bankruptcy. Today, despite its poor image, it is one of the most successful and profitable companies in the industry. Design/methodology/approach – The article analysis of the changing fortunes of Ryanair from its launch to its near bankruptcy in 1991 and then its revival of fortunes. It draws a parallel with Laker Airlines and the low-cost transatlantic Skytrain. Adulated by the public, the company folded in 1982. It is supplemented with research the airline industry and low-cost business models. Findings – The article shows why companies should not fall into the trap of believing that a good public image will be the necessary condition for maintaining a sustainable competitive advantage. They need to fully understand the value proposition and what a customer is willing to buy.

Low friction bio-inspired polydopamine/polytetrafluoroethylene coating performance in hydrodynamic bearings

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marius Rutkevičius ◽  
Jimmy Dong ◽  
Darren Tremelling ◽  
Julia Viertel ◽  
Samuel Beckford
Keyword(s):  
Large Scale ◽  
Journal Bearing ◽  
Low Cost ◽  
Optical Microscope ◽  
Polymer Coatings ◽  
Industrial Applications ◽  
Low Friction ◽  
Coating Performance ◽  
Content Type ◽  
Coating Delamination

Purpose Low friction polymer coatings able to withstand high loadings and many years of continuous operation are difficult to formulate at low cost, but could find many applications in industry. This study aims to analyze and compare friction and wear performance of novel polydopamine/polytetrafluoroethylene (PDA/PTFE) and traditional tin Babbitt coatings applied to an industrial journal bearing. Design/methodology/approach This paper tested PTFE based coating, co-deposited with PDA, a biopolymer allowing sea mussels to adhere to ocean rocks. This coating was deposited on flat steel substrates and on a curved cast iron hydrodynamic journal bearing surface. The flat substrates were analyzed with a tribometer and an optical microscope, while the coated bearing liners were tested in an industrial laboratory setting at different speeds and different radial loads. Findings PDA/PTFE coating showed 2-3 times lower friction compared to traditional tin Babbitt for flat substrates, but higher friction in the bearing liners. PDA/PTFE also showed considerable wear through coating delamination and abrasion in the bearing liners. Research limitations/implications Five future modifications to mitigate coating flaws are provided, which include modifications to coating thickness and its surface finish. Originality/value While the novel coating showed excellent results on flat substrates, coating performance in a large scale bearing was found to be poor. This study shows that coating preparation needs to be improved to avoid frictional losses and unwanted damage to bearings. We provide several routes that could improve coating performance in industrial applications.

The mediating role of passenger satisfaction on the relationship between service quality and behavioral intentions of low-cost carriers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hsiu-Fen Lin
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Low Cost ◽  
Group Analysis ◽  
Equation Modeling ◽  
Research Model ◽  
Content Type ◽  
Passenger Satisfaction ◽  
Low Cost Carriers ◽  
The Relationship

PurposeBy extending the existing service quality dimensions and reflecting the low-cost carriers (LCCs) context, the purpose ot this study aims to develop the research model to examine whether passenger satisfaction mediates the relationship between service quality and behavioral intentions of LCCs across low- and high-experience passengers.Design/methodology/approachData collected from 320 passengers (180 for low-experience passengers and 140 for high-experience passengers) to test the research model. The partial least square structural equation modeling approach was used to perform the path modeling and multi-group analysis.FindingsThe results confirm that passenger satisfaction mediates the relationship between four service quality constructs (tangible features, service reliability, quality of personnel and online ticketing service) and behavioral intentions (repurchase and recommendation intentions) for both low- and high-experience passengers. However, convenient flight schedule has a significant influence on passenger satisfaction only for low-experience passengers.Practical implicationsThe results of multi-group analysis indicated that passenger satisfaction exerts stronger effect on recommendation intentions for low-experience passengers. LCCs managers' priority should be placed on providing satisfying service experiences to less experienced passengers. Improved passenger satisfaction through superior service quality motivates low-experience passengers to recommend LCCs, thus increasing the positive word-of-mouth promotion.Originality/valueTheoretically, this study is first considering both low- and high-experience LCCs passenger perceptions to examine how passenger satisfaction mediates the relationship between service quality and post-purchase intentions. From the managerial perspective, the findings can provide useful management insights into developing multi-faceted strategies that allow LCCs firms to restore passenger confidence and retain their repurchase intentions.

WASPAS based MULTIMOORA method under IVIF environment for the selection of hub location

2020 ◽  
Vol 33 (5) ◽  
pp. 1233-1256
Author(s):  
Nezir Aydin ◽  
Sukran Seker
Keyword(s):  
Decision Making ◽  
Airline Industry ◽  
Low Cost ◽  
Evaluation Criteria ◽  
Hub Location ◽  
Content Type ◽  
Efficiency And Effectiveness ◽  
Decision Making Processes ◽  
Product Assessment ◽  
The City

PurposeLow cost carriers (LCCs) have become one of the most significantly growing parts of the airline servicing market. This new player has redesigned the whole airline industry, which was previously led by the national/international full-service airline companies. Considering such advancements, the hub locations of LCCs became an important issue than ever before. Within this concept, a guiding framework is developed for an LCC company, which is in search of a new hub airport location within Turkey to satisfy the demand and attract new passengers.Design/methodology/approachAn interval-valued intuitionistic fuzzy (IVIF) sets based weighted aggregated sum product assessment (WASPAS) and multi-objective optimization by ratio analysis (MULTIMOORA) methods are developed for decision-making processes.FindingsFive airport locations are evaluated using the developed method. Results showed that in determining hub locations for LCCs, potential number of passengers of the city, airport quality and the number of hotels within the city are obtained as the three most important criteria among 12 evaluation criteria. The best location for the LCC company is determined as Antalya Airport.Research limitations/implicationsTo apply the proposed method to a different set of alternatives, data gathered on comparing location of alternatives from experts should be updated.Originality/valueProposed hybrid framework is presented as the first time in the literature as a decision-making tool. In order to validate framework's applicability, efficiency and effectiveness, a comparison and a sensitivity analysis are conducted at the end of the study.

Cathay & Southwest: flying the flag of good practice in airline mergers

2015 ◽  
Vol 31 (8) ◽  
pp. 20-22 ◽  
Author(s):  
Reetesh Sharma ◽  
Mark Thomas
Keyword(s):  
Airline Industry ◽  
Large Scale ◽  
Good Practice ◽  
Aviation Industry ◽  
Content Type ◽  
Key Stakeholders ◽  
The Usa ◽  
Airline Mergers ◽  
Southwest Airlines

Purpose – This article highlights the essential factors to be considered for successful mergers and acquisitions (M & As) in the aviation industry. The article draws insights from the successful deals between Morris and Southwest Airlines as well as Cathay Pacific and Dragonair. Design/methodology/approach – The article is a case study of two successful mergers in the airline industry, one in the USA and one in Asia. Findings – M & As in the airline industry are loaded with difficulties. These include problems of brand identification, opposition from key stakeholders and the need of forming one coherent organisational culture. However, this does not mean that they are impossible. Two large-scale mergers have shown that successful mergers can occur in the industry. Originality/value – This article gives examples of two successful M & A deals from the aviation industry and shows the important factors to achieve this.

Europe's airlines will see more restructuring

2016 ◽  
Keyword(s):  
Airline Industry ◽  
Low Cost ◽  
Terrorist Attacks ◽  
Content Type ◽  
Underlying Condition ◽  
The Past ◽  
Low Cost Carrier ◽  
The Eu

Subject Europe's airline industry. Significance Despite good performance over the past year, the underlying condition of the European airline industry has not changed. Major carriers are still facing competitive challenges from long-haul airlines based in the Gulf, especially Emirates, Qatar Airways and Etihad Airways, and from the European low-cost carrier (LCC) sector. Impacts The fallout from recent terrorist attacks could hit the industry's fragile recovery. Labour unrest in France will affect Air France, as its pilots voted on May 30 to go on strike over pay conditions. A UK exit from the EU would force its airlines, some of the most efficient in Europe, to reconsider the focus of their operations. New opportunities may arise from the Commission's efforts to negotiate aviation agreements with such countries as Brazil as well as ASEAN.

Ailing Kenyan carrier will face more competition

2016 ◽  
Keyword(s):  
Airline Industry ◽  
Low Cost ◽  
Air Travel ◽  
Recovery Strategy ◽  
East African ◽  
Content Type ◽  
Profit Margins ◽  
Low Cost Carriers ◽  
Fuel Costs ◽  
Air Carriers

Significance Despite low fuel costs and the global airline industry running profitable operations, Kenya Airways has recorded multiple years of losses, leading the company to consider a recovery strategy that includes selling aircraft and shedding jobs. Impacts East African air carriers could benefit from industry rationalisation, but domestic political concerns could obstruct regional reforms. Low-cost carriers have emerged in Africa but struggle to make headway against publicly owned airlines. Once Kenya Airways exits fuel-hedging commitments, lower prices should improve profit margins. Without airline liberalisation and local carrier rationalisation, foreign airlines will benefit most from growing African air travel. Government protectionism, high taxes and regulation will restrict competition, especially from low-cost carriers.

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