Critical Service Recovery Scheme During COVID-19 Pandemic: An Analysis from Online Text Comments

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.