Affordable excellence! Navigating the future survival strategies of low-cost carriers using text analysis: Insights from air passengers

IF 4.4 2区工程技术 Q2 BUSINESS

Research in Transportation Business and Management Pub Date : 2025-09-30 DOI:10.1016/j.rtbm.2025.101517

Dingyao Yu , Huali Cai , Jiamin Zhou , Tianhua Yang , Hongtao Li

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引用次数: 0

Abstract

Air passengers' online reviews contain a wealth of useful information about their experiences, which can influence potential passengers' travel decisions and is crucial for improving airline services. However, no scholar has yet thoroughly explored this “data treasure” to find a “panacea” that supports the future development of Low-Cost Carriers (LCCs). To this end, this study obtained 61,436 airline online reviews from TripAdvisor, used Structural Topic Model (STM) techniques to unlock passenger concerns related to the airline service experience, comparatively analyzed the differences in the service experience between Low-Cost Carriers (LCCs) and Full-Service Carriers (FSCs), revealed the divergence of air passenger satisfaction caused by the differences in service experience, and differentiated between airline types and verified the differential impact of airline service issues in passenger reviews on review usefulness from a sentiment perspective. The results show that passengers of LCCs place more importance on service issues such as cost, while passengers of FSCs have higher expectations of additional services. Through the comparison, this study identifies the focus points for service quality improvement of LCCs and clarifies the priorities for service improvement, which helps to strengthen the competitive advantages of LCCs and provides a basis for the future development route of LCCs.

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负担得起的卓越!利用文本分析导航低成本航空公司的未来生存策略：来自航空乘客的见解

航空乘客的在线评论包含了大量关于他们体验的有用信息，这些信息可以影响潜在乘客的旅行决定，对改善航空公司的服务至关重要。然而，目前还没有学者对这一“数据宝藏”进行深入的探索，找到支持低成本航空公司未来发展的“灵丹妙药”。为此，本研究从TripAdvisor上获取了61436条航空公司的在线评论，利用结构主题模型（STM）技术解锁乘客对航空公司服务体验的关注，对比分析了低成本航空公司（lcc）和全服务航空公司（FSCs）在服务体验上的差异，揭示了服务体验差异导致的航空乘客满意度差异。并区分航空公司类型，从情感角度验证乘客评论中航空公司服务问题对评论有用性的差异影响。结果表明，低成本航空公司的乘客更重视成本等服务问题，而fsc的乘客对额外服务的期望更高。通过比较，本研究确定了低成本航空公司服务质量提升的重点，明确了服务提升的重点，有助于增强低成本航空公司的竞争优势，为低成本航空公司未来的发展路线提供依据。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Research in Transportation Business and Management Multiple-

CiteScore

7.10

自引率

8.30%

发文量

175

期刊介绍： Research in Transportation Business & Management (RTBM) will publish research on international aspects of transport management such as business strategy, communication, sustainability, finance, human resource management, law, logistics, marketing, franchising, privatisation and commercialisation. Research in Transportation Business & Management welcomes proposals for themed volumes from scholars in management, in relation to all modes of transport. Issues should be cross-disciplinary for one mode or single-disciplinary for all modes. We are keen to receive proposals that combine and integrate theories and concepts that are taken from or can be traced to origins in different disciplines or lessons learned from different modes and approaches to the topic. By facilitating the development of interdisciplinary or intermodal concepts, theories and ideas, and by synthesizing these for the journal''s audience, we seek to contribute to both scholarly advancement of knowledge and the state of managerial practice. Potential volume themes include: -Sustainability and Transportation Management- Transport Management and the Reduction of Transport''s Carbon Footprint- Marketing Transport/Branding Transportation- Benchmarking, Performance Measurement and Best Practices in Transport Operations- Franchising, Concessions and Alternate Governance Mechanisms for Transport Organisations- Logistics and the Integration of Transportation into Freight Supply Chains- Risk Management (or Asset Management or Transportation Finance or ...): Lessons from Multiple Modes- Engaging the Stakeholder in Transportation Governance- Reliability in the Freight Sector