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http://hdl.handle.net/123456789/11770
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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 |
| E-mail: | HossainM4@macewan.ca
OuedraogoN@macewan.ca
RezaniaD@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) |
| 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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Files in This Item:
| File |
Description |
Size | Format |
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| 247.pdf | Access is limited to UniMAP community | 299.43 kB | Adobe PDF | View/Open |
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