Evaluation of Customer Satisfaction Dimensions in Full Service and Low-Cost Airlines Via Dynamic Topic Modeling Approach

Bilgehan Özkan; Özlem Atalık

Makale detayları

Evaluation of Customer Satisfaction Dimensions in Full Service and Low-Cost Airlines Via Dynamic Topic Modeling Approach

Yazarlar:

Bilgehan Özkan | Özlem Atalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Doğal Dil İşleme | Hizmet Pazarlaması

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.559-584

Belge Tipi:

Makale

Yayın Tarihi:

5/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001349133

pISSN:

1308-9552

Anahtar kelimeler:

Özet:

 The study aims to uncover the dimensions of customer satisfaction for full-service and low-cost airlines and examine the changes in these dimensions between 2015 and 2022. A total of 32,000 online customer reviews obtained from TripAdvisor are analyzed using BERTopic, a topic modelling method that facilitates the extraction of contextual information. The analysis reveals that the prominent dimensions of customer satisfaction for full-service airlines include baggage, flight delays, cabin crew, and in-flight services, while for low-cost airlines, price, COVID-19-related issues, and auxiliary services are emphasized. According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased. For low-cost airlines, reviews concerning flight cancellations and customer service have surged during the COVID-19 pandemic. These findings provide strategic recommendations to the industry by identifying key service areas affecting customer satisfaction and illustrating how customer feedback has evolved over time. The study offers valuable insights for managing long-term customer satisfaction in the airline industry.

 The study aims to uncover the dimensions of customer satisfaction for full-service and low-cost airlines and examine the changes in these dimensions between 2015 and 2022. A total of 32,000 online customer reviews obtained from TripAdvisor are analyzed using BERTopic, a topic modelling method that facilitates the extraction of contextual information. The analysis reveals that the prominent dimensions of customer satisfaction for full-service airlines include baggage, flight delays, cabin crew, and in-flight services, while for low-cost airlines, price, COVID-19-related issues, and auxiliary services are emphasized. According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased. For low-cost airlines, reviews concerning flight cancellations and customer service have surged during the COVID-19 pandemic. These findings provide strategic recommendations to the industry by identifying key service areas affecting customer satisfaction and illustrating how customer feedback has evolved over time. The study offers valuable insights for managing long-term customer satisfaction in the airline industry.

 The study aims to uncover the dimensions of customer satisfaction for full-service and low-cost airlines and examine the changes in these dimensions between 2015 and 2022. A total of 32,000 online customer reviews obtained from TripAdvisor are analyzed using BERTopic, a topic modelling method that facilitates the extraction of contextual information. The analysis reveals that the prominent dimensions of customer satisfaction for full-service airlines include baggage, flight delays, cabin crew, and in-flight services, while for low-cost airlines, price, COVID-19-related issues, and auxiliary services are emphasized. According to the results of dynamic topic modelling, negative reviews regarding cabin crew have increased for full-service airlines, whereas reviews related to in-flight entertainment have decreased. For low-cost airlines, reviews concerning flight cancellations and customer service have surged during the COVID-19 pandemic. These findings provide strategic recommendations to the industry by identifying key service areas affecting customer satisfaction and illustrating how customer feedback has evolved over time. The study offers valuable insights for managing long-term customer satisfaction in the airline industry.

 Bu araştırma tam hizmet sunan ve düşük maliyetli havayollarına yönelik müşteri tatmin boyutlarını ortaya çıkararak bu boyutların 2015-2022 yılları arasındaki değişimlerini incelemeyi hedeflemektedir. TripAdvisordan elde edilen 32,000 çevrimiçi müşteri değerlendirmesi bağlamsal bilgilerin elde edilmesine olanak tanıyan bir konu modelleme yöntemi olan BERTopic ile analiz edilmiştir. Analiz sonucunda, tam hizmet sunan havayollarında öne çıkan müşteri tatmin boyutları arasında bagaj, uçuş gecikmeleri, kabin ekibi ve kabin içi hizmetler yer alırken, düşük maliyetli havayollarında fiyat, COVID-19 ile ilgili konular ve yardımcı hizmetler öne çıkmıştır. Dinamik konu modelleme sonuçlarına göre, tam hizmet sunan havayollarında kabin ekibi ile ilgili olumsuz değerlendirmeler artarken, kabin içi eğlenceye ilişkin değerlendirmelerin azaldığı belirlenmiştir. Düşük maliyetli havayollarında ise COVID-19 süreciyle birlikte uçuş iptalleri ve müşteri hizmetlerine yönelik değerlendirmelerde artış görülmüştür. Bu bulgular, hem müşteri tatminine yönelik önemli hizmet alanlarını belirleyerek sektöre stratejik öneriler sunmakta hem de müşteri geri bildirimlerinin zaman içinde nasıl evrildiğini göstermektedir. Çalışma, havayolu sektöründe uzun vadeli müşteri tatmini yönetimi için değerli sonuçlar ve çıkarımlar sağlamaktadır.

Makale detayları

Evaluation of Customer Satisfaction Dimensions in Full Service and Low-Cost Airlines Via Dynamic Topic Modeling Approach

Yazarlar:

Bilgehan Özkan | Özlem Atalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Doğal Dil İşleme | Hizmet Pazarlaması

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.559-584

Belge Tipi:

Makale

Yayın Tarihi:

5/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001349133

pISSN:

1308-9552

Customer Satisfaction

Airline Service Attributes

Text Mining

Dynamic Topic ModelingMüşteri Tatmini

Havayolu Hizmet Özellikleri

Metin Madenciliği

Dinamik Konu Modelleme

Sayı

Makale detayları

Yazarlar: Bilgehan Özkan | Özlem Atalık

Yayıncı: Süleyman Demirel University

Ana Başlıklar: Doğal Dil İşleme | Hizmet Pazarlaması

Dergi: Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.559-584

Belge Tipi: Makale

Yayın Tarihi: 5/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001349133

pISSN: 1308-9552

Sayı

Yazarlar:

Bilgehan Özkan | Özlem Atalık

Yayıncı:

Süleyman Demirel University

Ana Başlıklar:

Doğal Dil İşleme | Hizmet Pazarlaması

Dergi:

Süleyman Demirel Üniversitesi Vizyoner Dergisi Vol.16 Issue 46, pp.559-584

Belge Tipi:

Makale

Yayın Tarihi:

5/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001349133

pISSN:

1308-9552