Critical Service Recovery Scheme During COVID-19 Pandemic: An Analysis from Online Text Comments
Pages 258 - 261
Abstract
This study explores key determinants of airline satisfaction outcome by integrating two sources of online reviews from web-craping and text mining to determine service outcomes of the airline industry during COVID-19 pandemic. Text analysis technique provides information to characterize features on how passengers evaluate attributes of service between high and low ratings and generate summary of frequent text comments (WordCloud). The results suggested that satisfied passengers are seeking for empathy and responsiveness services, while negative comments suggested frequent complaints of poor operations dimensions such as computer glitch and flight cancellations.
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Index Terms
- Critical Service Recovery Scheme During COVID-19 Pandemic: An Analysis from Online Text Comments
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Published In
September 2020
329 pages
ISBN:9781450387873
DOI:10.1145/3425329
Copyright © 2020 ACM.
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In-Cooperation
- Wuhan Univ.: Wuhan University, China
- University of Electronic Science and Technology of China: University of Electronic Science and Technology of China
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Association for Computing Machinery
New York, NY, United States
Publication History
Published: 11 November 2020
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- Research-article
- Research
- Refereed limited
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WSSE 2020
WSSE 2020: 2020 The 2nd World Symposium on Software Engineering
September 25 - 27, 2020
Chengdu, China
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