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Title: Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
Authors: Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezaniac, Davar
???metadata.dc.contributor.url???: HossainM4@macewan.ca
Keywords: International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010);Service quality;Airline quality;Latent semantic analysis;Free text analysis
Issue Date: 12-Nov-2010
Publisher: Universiti Malaysia Perlis (UniMAP)
???metadata.dc.publisher.department???: Centre for Communication Skills and Entrepreneurship
Series/Report no.: Proceedings of the International Conference on the Roles of the Humanities and Social Sciences in Engineering (ICoHSE 2010)
Abstract: The airline Service quality has received much attention from both academicians and practitioners. Various studies have used SERVQUAL, AIRQUAL, the Kano Model, etc. for measuring the customer service quality in the airline industry. However, a review of the airline servicequality literatureshows alack of research about theuseof latent semantic analysis (LSA) in uncovering the underlying factors affecting the quality of service provided by the airline companies. The purpose of this study is to explore the generic service quality characteristics pertaining to the airline industry by mining the comments provided by the passengers of various airline companies across the globe. Passengers are under no pressure to express their concerns, opinions, or suggestions for improvement of service quality. Therefore, we posit that the customers’ comments are reflections of their perception of quality of service that they have already experienced. This study will help thestakeholders better understand thecharacteristics of service quality in the airline industry. The findings will providemanagers in the airline industry with insights for managing and improving the quality of service rendered to their customers. We collected 1,069 customer comments on eleven airline companies and conducted an LSA on them to identify five factors affecting the service quality in the airlines industry. The findings suggest that caring and friendly crews, luggage handling, in-flight meals, in-flight entertainment, and service expectation are the five critical factors of the airline service quality in the eyes of the customers.
Description: The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia.
URI: http://hdl.handle.net/123456789/11770
Appears in Collections:Conference Papers

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