@article{ART003090607},
author={Lee Ju-yang and Phil-Sik Jang},
title={Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2024},
volume={29},
number={6},
pages={201-209},
doi={10.9708/jksci.2024.29.06.201}
TY - JOUR
AU - Lee Ju-yang
AU - Phil-Sik Jang
TI - Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison
JO - Journal of The Korea Society of Computer and Information
PY - 2024
VL - 29
IS - 6
PB - The Korean Society Of Computer And Information
SP - 201
EP - 209
SN - 1598-849X
AB - The COVID-19 pandemic has significantly impacted the aviation industry, leading to worldwide changes in travel restrictions and security measures. This study analyzes 59,818 reviews of 147 airlines from the SKYTRAX website between 2016 and 2023 to understand the changes in airline service satisfaction before and after the pandemic. Using sentiment analysis, the study compares overall satisfaction, review sentiment, and attributes influencing satisfaction. The results show a statistically significant (p<0.001) decrease in overall satisfaction post-COVID-19, with reduced positive sentiment and increased negative sentiment for all airline selection attributes, except cabin and in-flight services. Flight operation services had the most significant impact on overall satisfaction during both periods. This quantitative analysis of global major airlines' satisfaction attributes before and after COVID-19 contributes to enhancing future service satisfaction in the airline industry.
KW - Social Big Data;Airline Service Satisfaction;Sentiment Analysis;COVID-19;CatBoost
DO - 10.9708/jksci.2024.29.06.201
ER -
Lee Ju-yang and Phil-Sik Jang. (2024). Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison. Journal of The Korea Society of Computer and Information, 29(6), 201-209.
Lee Ju-yang and Phil-Sik Jang. 2024, "Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison", Journal of The Korea Society of Computer and Information, vol.29, no.6 pp.201-209. Available from: doi:10.9708/jksci.2024.29.06.201
Lee Ju-yang, Phil-Sik Jang "Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison" Journal of The Korea Society of Computer and Information 29.6 pp.201-209 (2024) : 201.
Lee Ju-yang, Phil-Sik Jang. Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison. 2024; 29(6), 201-209. Available from: doi:10.9708/jksci.2024.29.06.201
Lee Ju-yang and Phil-Sik Jang. "Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison" Journal of The Korea Society of Computer and Information 29, no.6 (2024) : 201-209.doi: 10.9708/jksci.2024.29.06.201
Lee Ju-yang; Phil-Sik Jang. Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison. Journal of The Korea Society of Computer and Information, 29(6), 201-209. doi: 10.9708/jksci.2024.29.06.201
Lee Ju-yang; Phil-Sik Jang. Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison. Journal of The Korea Society of Computer and Information. 2024; 29(6) 201-209. doi: 10.9708/jksci.2024.29.06.201
Lee Ju-yang, Phil-Sik Jang. Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison. 2024; 29(6), 201-209. Available from: doi:10.9708/jksci.2024.29.06.201
Lee Ju-yang and Phil-Sik Jang. "Sentiment Analysis of Airline Satisfaction Using Social Big Data: A Pre- and Post-COVID-19 Comparison" Journal of The Korea Society of Computer and Information 29, no.6 (2024) : 201-209.doi: 10.9708/jksci.2024.29.06.201
