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Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to

Levent Çallı1, Fatih Çallı1

  • 1Department of Information Systems Engineering, Sakarya University, Sakarya, Turkey.

Transportation Research Record
|May 8, 2023
PubMed
Summary

The COVID-19 pandemic increased airline passenger complaints due to service failures. Analyzing 10,594 complaints identified key issues, informing a new decision support system for airlines to improve service quality.

Keywords:
airline industrycustomer complaintsdecision support systemfull-service carrierlatent dirichlet allocation algorithmlow-cost carriertext mining

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Area of Science:

  • Business and Management
  • Transportation and Logistics
  • Data Science

Background:

  • The COVID-19 pandemic severely impacted the airline industry, causing financial strain and increased passenger complaints due to new regulations and restrictions.
  • Understanding the root causes of these complaints is crucial for airline companies to mitigate service failures and maintain operational viability.
  • Existing academic literature offers opportunities to review service quality dimensions during this unprecedented period.

Purpose of the Study:

  • To analyze passenger complaints to identify significant service failures in the airline industry during the COVID-19 pandemic.
  • To categorize complaint topics using data mining techniques for actionable insights.
  • To propose a decision support system for identifying service failures through analyzing electronic complaints.

Main Methods:

  • Latent Dirichlet Allocation (LDA) algorithm was employed to analyze 10,594 passenger complaints.
  • Complaints were sourced from two major airlines, one full-service and one low-cost.
  • The analysis focused on categorizing complaints into essential topics to understand underlying issues.

Main Results:

  • The study successfully categorized a large volume of passenger complaints, revealing key areas of service failure.
  • Identified topics provide valuable strategic information for both full-service and low-cost carriers.
  • The findings highlight specific service dimensions that require attention and improvement.

Conclusions:

  • Analyzing passenger e-complaints using LDA is an effective method for identifying service failures during crises like the COVID-19 pandemic.
  • The proposed decision support system can help airlines proactively address service quality issues.
  • Improving service quality through complaint analysis is vital for the airline industry's recovery and future resilience.