scholarly journals Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

2019 ◽  
Vol 11 (15) ◽  
pp. 4066 ◽  
Author(s):  
Hyun-Jeong Ban ◽  
Hak-Seon Kim
Keyword(s):  
Customer Satisfaction ◽  
Airline Industry ◽  
Semantic Network ◽  
Practical Implication ◽  
Linear Regression Analysis ◽  
Customer Experience ◽  
Online Review ◽  
Value For Money ◽  
Seat Comfort ◽  
Airline Passengers

This study was conducted to understand customer experience and satisfaction through airline passengers’ online review. To achieve the purpose of this study, the semantic network analysis was conducted qualitatively by collecting reviews in top 10 airlines selected by Skytrax (airlinequality.com). In addition, this study quantitatively identified the relationship among six evaluation factors (seat comfort, staff, food and beverage (F&B), entertainment, ground service, and value for money), customer satisfaction and recommendation. This study collected 9632 reviews from the Skytrax. Through a CONCOR (CONvergence of iterated CORrelation) analysis, keywords were grouped into six clusters (seat comfort, staff, entertainment, ground service, value for money, and airline brand). Through the linear regression analysis, all evaluation factors except ‘entertainment’ factor significantly had impact on customer satisfaction and recommendation. These results showed that understanding online review can provide both academic implication and practical implication to develop sustainable strategy in the airline industry.

scholarly journals The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews

2022 ◽  
Vol 14 (2) ◽  
pp. 848
Author(s):  
Yae-Ji Kim ◽  
Hak-Seon Kim
Keyword(s):  
Customer Satisfaction ◽  
Semantic Network ◽  
Linear Regression Analysis ◽  
Hotel Industry ◽  
Online Reviews ◽  
Customer Experience ◽  
Purchasing Decisions ◽  
Semantic Network Analysis ◽  
The Sustainable Development ◽  
The Impact

With the growing popularity of the internet, customers can easily share their experiences and information in online reviews. Consumers recognize online reviews as a useful source of information prior to consumption, and many online reviews influence consumer purchasing decisions. Understanding the customer experience in online reviews is thus necessary to maintain customer satisfaction and repurchase intention for the sustainable development of the hotel business. This study assessed the fundamental selection attributes of customers from online reviews reflecting the hotel customer experience, and investigated their association with customer satisfaction. A total of 8229 reviews were collected from Google travel websites from December 2019 to July 2021. Text mining and semantic network analysis were adopted for big data analysis. Factor and regression analyses were then used for quantitative analysis. Based on linear regression analysis, the Service and Dining factors significantly affected customer satisfaction. Service is a critical selection attribute for customers, and the provision of more particular services is necessary, especially after COVID-19. These results indicate that understanding online reviews can provide theoretical and practical implications for developing sustainable strategies for the hotel industry.

scholarly journals The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

2019 ◽  
Vol 9 (1) ◽  
pp. 26 ◽  
Author(s):  
Özlem Atalık ◽  
Mahmut Bakır ◽  
Şahap Akan
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
Logit Model ◽  
Deep Understanding ◽  
Secondary Data ◽  
Value For Money ◽  
Operating Characteristics ◽  
Four Dimensions ◽  
Seat Comfort ◽  
Dichotomous Variable

The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

scholarly journals Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews

2021 ◽  
Vol 13 (22) ◽  
pp. 12699
Author(s):  
Xiaobin Zhang ◽  
Hak-Seon Kim
Keyword(s):  
Factor Analysis ◽  
Big Data ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Linear Regression Analysis ◽  
Customer Experience ◽  
Future Research ◽  
Significant Information ◽  
Customer Reviews ◽  
Online Customer Reviews

Online customer reviews have become a significant information source for scholars and practitioners to understand customer experience and its association with their satisfaction to maintain the sustainable development of relative industries. Thus, this study attempted to find the underlying dimensionality in online customer reviews reflecting customers experience in the Hong Kong Disneyland hotel and identified its relationship with customer satisfaction. Semantic network analysis by Netdraw and factor analysis and linear regression analysis by SPSS 26.0 (IBM, New York, NY, USA) were applied for data analysis. As a result, 70 keywords with high frequency were extracted, and their connection to each other was calculated based on their centralities. Consequently, seven factors were explored by exploratory factor analysis, and moreover, three factors, “Family Empathy”, “Value”, and “Food Quality”, were testified to be negatively related to customer satisfaction. The findings of this study, to a great extent, could be utilized as a research scheme for future research to investigate theme hotels with big data analytics of online customer reviews. More importantly, some new insights and practical implications for the future research and industry development were provided and discussed as well.

scholarly journals ONLINE TICKETING AND CUSTOMER SATISFACTION ANALYSIS: AN EXPLORATORY RESEARCH CONCERNING CUSTOMERS IN THE CONTEXT OF BURKINA FASO.

2020 ◽  
Vol 1 (4) ◽  
pp. 151-165
Author(s):  
Nathalie Kiswendsida Zongo ◽  
THEOPHILE BINDEOUE NASSE
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Airline Industry ◽  
World Economy ◽  
Ease Of Use ◽  
Website Design ◽  
Exploratory Research ◽  
Buying Behavior ◽  
Airline Passengers ◽  
Airline Company

Most studies on revenue or yield management have focused on its benefits to airline companies (Anderson & Wilson, 2003; Jerath, Netessine & Veeraraghavan, 2010). Then, the buying behavior of airline passengers has been studied by Diggines (2010), Gupta, Su and Walter (2004) and Yu (2008). General customer search theory has explored the strategies that customers use to make a purchase decision (Stigler, 1961; Koch & Cebula, 2002; Öörni, 2003; Armstrong, Vickers & Zhou 2009). The airline industry has known some difficulties as the overall world economy. Therefore, the challenge of each airline company is to cut costs while increasing profitability and achieving a satisfactory customer service. For this research, the approach is a quantitative one; a stratified random sampling is used and 131 completed questionnaires are collected for the subsequent analysis. The statistical software sphinx IQ is used to analyze the data. Four (4) dimensions of e-service quality are identified, i.e. website ease of use, website design, website reliability and responsiveness. The results show that these four (4) dimensions have an effect on customer satisfaction.

scholarly journals Factor Determinants of Customer Satisfaction with Airline Services Using Big Data Approaches

2020 ◽  
Vol 8 (1) ◽  
pp. 34-42
Author(s):  
Yuliani Dwi Lestari ◽  
Eko Agus Murjito
Keyword(s):  
Logistic Regression ◽  
Big Data ◽  
Statistical Analysis ◽  
Customer Satisfaction ◽  
Binary Logistic Regression ◽  
Value For Money ◽  
Customer Reviews ◽  
Seat Comfort ◽  
Regression Techniques ◽  
Fierce Competition

In the commercial airline’s industry, customer satisfaction is critical.  Due to increasingly fierce competition, customer satisfaction can affect airlines’ customer decisions in providing recommendations for prospective customers. For this reason, this study aims to explore the determinant factors that influence customer satisfaction and recommendations for the top 10 airlines listed on the Skytrax list. Using the big data approach, this study collected data from 10.189 customer reviews from 2012 to 2019. Based on the results of statistical analysis using binary logistic regression techniques, it was found that out of 7 factors, only 5 significantly influenced customer recommendations, namely airline rate, seat comfort, cabin staff service, food and beverages, and value for money. In-flight entertainment and ground services were not significant. The findings of this study contribute to strengthening the literature related to customer satisfaction in the airline sector, as well as managerial contributions to be used as a reference for airlines in improving service quality, particularly for long international flights.  

scholarly journals Extracting Key Drivers of Air Passenger’s Experience and Satisfaction through Online Review Analysis

2020 ◽  
Vol 12 (21) ◽  
pp. 9188
Author(s):  
Aralbayeva Shadiyar ◽  
Hyun-Jeong Ban ◽  
Hak-Seon Kim
Keyword(s):  
Social Network ◽  
Semantic Network ◽  
Linear Regression Analysis ◽  
Big Data Analytics ◽  
Online Reviews ◽  
Online Review ◽  
Analysis Method ◽  
Semantic Network Analysis ◽  
Independent State ◽  
Quantitative Analysis Method

This study compared the competitiveness of the Commonwealth Independent State Airlines (Azerbaijan Airlines, Air Astana, Aeroflot) with Korean airlines (Asiana Airlines, Korean Air) using customer online reviews through big data analytics. The purpose of this study was to get the understanding of airline issues, especially the relationship between airline traveler experience and satisfaction. This study also shows which group has a better service and is more developed and provides significant and social network-oriented suggestions for another group of airlines. Data were collected from Skytrax and the collected reviews were written from January 2011 to March 2019. The size of the dataset was 1693 reviews, and a total of 199,469 words were extracted. As part of the qualitative analysis method, semantic network analysis through text mining was performed, and linear regression analysis was conducted using SPSS as part of the quantitative analysis method. This study shows which group of airlines has a better service and provides significant and social network-oriented suggestions for another group of airlines. The common concerns, as well as special features for different airlines, can also be extracted from online review data.

scholarly journals The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

2017 ◽  
Vol 19 (2) ◽  
pp. 259-266
Author(s):  
Reza Etemad-Sajadi ◽  
Laura Bohrer
Keyword(s):  
Customer Satisfaction ◽  
Airline Industry ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Service Recovery ◽  
Equation Modeling ◽  
Output Process ◽  
Airline Passengers ◽  
The Impact

The purpose of this research is to identify the impact of airline passengers’ perception of service recovery output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline passenger loyalty by distinguishing the output and the process of the service recovery. A questionnaire was distributed to airline passengers who had a problem during their last airline flight. As we had several latent variables, we used partial least squares, a variance-based structural equation modeling method. As findings, we observed that in general, clients were not satisfied with the way that the service has been recovered. The most frequent reason for complaining was a problem due to flight delay, followed by a problem with the baggage, overbooking, and flight cancellation. Nevertheless, the findings reveal the positive impact of service recovery’s output/process qualities on customer satisfaction and customer loyalty. The output quality of service recovery is the most relevant.

scholarly journals Dampak Brand Image dan Customer Experience terhadap Customer Satisfaction (Studi Pada Penonton Bioskop XXI di Surabaya)

2020 ◽  
Vol 8 (3) ◽  
pp. 1050
Author(s):  
Yohanes Geraldi Yuda Pradipta
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Sampling Method ◽  
Brand Image ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Customer Experience ◽  
Consumer Experience ◽  
The Impact

The pressures from such high activity will cause tension, fatigue, fatigue, and stress. Currently, the cinema industry has a promising market, shown by people who have high enthusiasm to watch in the cinema. The impact of brand image and consumer experience on cinema consumer satisfaction is an interesting topic to study. This research was intended to investigate and analyze the influence of brand image and customer experience with the satisfaction of cinema viewers in XXI Surabaya. The purposive sampling method was used through the judgmental sampling method for 50 samples. The hypothesis is tested through multiple linear regression analysis. The results of the first tested hypothesis were found that the brand image variable positively and significantly affected the satisfaction of XXI cinema viewers. The results of the second hypothesis test show that the customer experience variable has a positive and significant effect on customer satisfaction watching at the XXI cinema.

PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Drs. Iwan Kurniawan Subagja, SE., MM. ◽  
Adista Fitriani
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Value ◽  
Research Study ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Analysis Technique ◽  
Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

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