Earticle

초록

영어

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers – the number of reviews is multiple orders of magnitude lower than passenger volumes – and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

목차

ABSTRACT
Ⅰ. Introduction
Ⅱ. Literature Review
2.1. Theoretical Background
2.2. Related work in Airline Service Attributes and Airline Service Quality
Ⅲ. Methodology
3.1. Dataset
3.2. Descriptive Statistics
3.3. Data Coding
Ⅳ. Results and Analysis
4.1. Relative Satisfaction and Non-mentioning Frequency by Service Aspect
4.2. Importance/Performance Analysis for Korean Airlines and other International Airlines
4.3. Data Envelopment Analysis
4.4. Specific Textual Markers by Service Aspect
Ⅴ. Conclusion
Ⅵ. Theoretical and Practical Implications
Ⅶ. Limitations and Future Work

저자

• Peter Ractham [ Associate Professor, Thammasat Business School and Center of Excellence in Operations and Information Management, Thammasat University Bangkok, Thailand ]
• Alan Abrahams [ Associate Professor, Department of Business Information Technology, Virginia Tech VA, USA ]
• Richard Gruss [ Assistant Professor, Department of Management Information Systems, Radford University VA, USA ]
• Eojina Kim [ Assistant Professor, Department of Hospitality and Tourism Management, Virginia Tech VA, USA ]
• Zachary Davis [ Assistant Professor, Davis College of Business, Jacksonville University FL, USA ]
• Laddawan Kaewkitipong [ Associate Professor, Thammasat Business School and Center of Excellence in Operations and Information Management, Thammasat University Bangkok, Thailand ] Corresponding Author

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