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EVALUATION OF CUSTOMER SATISFACTION DIMENSIONS IN FULL SERVICE AND LOW-COST AIRLINES VIA DYNAMIC TOPIC MODELING APPROACH.

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Title: EVALUATION OF CUSTOMER SATISFACTION DIMENSIONS IN FULL SERVICE AND LOW-COST AIRLINES VIA DYNAMIC TOPIC MODELING APPROACH.
Alternate Title: TAM HİZMET SUNAN VE DÜŞÜK MALİYETLİ HAVAYOLLARINDA MÜŞTERİ TATMİN BOYUTLARININ DİNAMİK KONU MODELLEME YAKLAŞIMI İLE DEĞERLENDİRİLMESİ. (Turkish)
Authors: ÖZKAN, Bilgehan, ATALIK, Özlem
Source: Visionary E-Journal / Vizyoner Dergisi; 2025, Vol. 16 Issue 46, p559-584, 26p
Subject Terms: CUSTOMER satisfaction, TEXT mining, CUSTOMER feedback, COVID-19 pandemic, FLIGHT delays & cancellations (Airlines)
Abstract (English): 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. [ABSTRACT FROM AUTHOR]
Abstract (Turkish): Bu araştırma tam hizmet sunan ve düşük maliyetli havayollarına yönelik müşteri tatmin boyutlarını ortaya çıkararak bu boyutların 2015-2022 yılları arasındaki değişimlerini incelemeyi hedeflemektedir. TripAdvisor’dan 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. [ABSTRACT FROM AUTHOR]
Copyright of Visionary E-Journal / Vizyoner Dergisi is the property of Suleyman Demirel University and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
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  Data: TAM HİZMET SUNAN VE DÜŞÜK MALİYETLİ HAVAYOLLARINDA MÜŞTERİ TATMİN BOYUTLARININ DİNAMİK KONU MODELLEME YAKLAŞIMI İLE DEĞERLENDİRİLMESİ. (Turkish)
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  Data: Visionary E-Journal / Vizyoner Dergisi; 2025, Vol. 16 Issue 46, p559-584, 26p
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  Data: <searchLink fieldCode="DE" term="%22CUSTOMER+satisfaction%22">CUSTOMER satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22TEXT+mining%22">TEXT mining</searchLink><br /><searchLink fieldCode="DE" term="%22CUSTOMER+feedback%22">CUSTOMER feedback</searchLink><br /><searchLink fieldCode="DE" term="%22COVID-19+pandemic%22">COVID-19 pandemic</searchLink><br /><searchLink fieldCode="DE" term="%22FLIGHT+delays+%26+cancellations+%28Airlines%29%22">FLIGHT delays & cancellations (Airlines)</searchLink>
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  Data: 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. [ABSTRACT FROM AUTHOR]
– Name: AbstractNonEng
  Label: Abstract (Turkish)
  Group: Ab
  Data: Bu araştırma tam hizmet sunan ve düşük maliyetli havayollarına yönelik müşteri tatmin boyutlarını ortaya çıkararak bu boyutların 2015-2022 yılları arasındaki değişimlerini incelemeyi hedeflemektedir. TripAdvisor’dan 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. [ABSTRACT FROM AUTHOR]
– Name: Abstract
  Label:
  Group: Ab
  Data: <i>Copyright of Visionary E-Journal / Vizyoner Dergisi is the property of Suleyman Demirel University and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.21076/vizyoner.1553607
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        Text: English
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      – SubjectFull: CUSTOMER satisfaction
        Type: general
      – SubjectFull: TEXT mining
        Type: general
      – SubjectFull: CUSTOMER feedback
        Type: general
      – SubjectFull: COVID-19 pandemic
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      – TitleFull: EVALUATION OF CUSTOMER SATISFACTION DIMENSIONS IN FULL SERVICE AND LOW-COST AIRLINES VIA DYNAMIC TOPIC MODELING APPROACH.
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              M: 04
              Text: 2025
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