Related Experiment Video
Updated: Jul 31, 2025

Swabbing the Urban Environment - A Pipeline for Sampling and Detection of SARS-CoV-2 From Environmental Reservoirs
Published on: April 9, 2021
Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to
1Department of Information Systems Engineering, Sakarya University, Sakarya, Turkey.
Abstract:
The COVID-19 pandemic has deeply affected the airline industry, as it has many sectors, and has created tremendous financial pressure on companies. Flight bans, new regulations, and restrictions increase consumer complaints and are emerging as a big problem for airline companies. Understanding the main reasons triggering complaints and eliminating service failures in the airline industry will be a vital strategic priority for businesses, while reviewing the dimensions of service quality during the COVID-19 pandemic provides an excellent opportunity for academic literature. In this study, 10,594 complaints against two major airlines that offer full-service and low-cost options were analyzed with the Latent Dirichlet Allocation algorithm to categorize them by essential topics. Results provide valuable information for both. Furthermore, this study fills the gap in the existing literature by proposing a decision support system to identify significant service failures through passenger complaints in the airline industry utilizing e-complaints during an unusual situation such as the COVID-19 pandemic.
More Related Videos
Related Concept Videos
Stereotype Content Model
Response Surface Methodology
The process of RSM involves several key steps:
Steps in Outbreak Investigation
Expected Frequencies in Goodness-of-Fit Tests
Carrier Transport
Drift Current:
The drift of charge carriers is started by an external electric field (E). Charged particles, such as electrons and holes, experience an acceleration between collisions with lattice atoms. For electrons, this results in a drift velocity (vd) given by:
Carrier-Mediated Transport
Active transport involves two types of membrane-spanning transporters: uptake and efflux. Uptake transporters are expressed in the small...

