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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
  • Abbr : JKSCI
  • 2024, 29(6), pp.201-209
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science
  • Received : May 14, 2024
  • Accepted : June 11, 2024
  • Published : June 28, 2024

Ju-Yang Lee 1 Phil-Sik Jang 2

1순천향대학교
2세한대학교

Accredited

ABSTRACT

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.

Citation status

* References for papers published after 2022 are currently being built.

This paper was written with support from the National Research Foundation of Korea.