Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Ban, Hyun-Jeong; Kim, Hak-Seon

doi:10.3390/su11154066

Cited by 65 publications

(60 citation statements)

References 42 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Visiting Intention is defined as the thought or plan to visit. Intent means the probability that a person's expected or planned future action will be shifted to an action [19]. Therefore, the visiting intention is an important concept in predicting the behavior of tourists, and the purpose of using HBM is to analyze foreigners' perception of cancer and Korean medical service to determine their visiting intentions to Korea.…”

Section: Introductionmentioning

confidence: 99%

Applying the Modified Health Belief Model (HBM) to Korean Medical Tourism

Ban

Kim

2020

IJERPH

Self Cite

View full text Add to dashboard Cite

The purpose of this study is to investigate how foreigners’ health beliefs influence their visiting intentions to Korean medical tourism. This study used an online survey engine (docs.google.com/forms) to collect data from foreigners who are from India, Nepal, Bangladesh, Vietnam, and Mongolia, who are potential Korean medical tourists. Out of 213 questionnaires collected, 200 questionnaires (93.9%) were used for the statistical analysis. The Confirmatory factor analysis (CFA) revealed that six dimensions, “Experience”, “Susceptibility”, “Severity”, “Barrier”, “Benefit”, and “Visiting Intention”, had construct validity; Cronbach’s alpha coefficient was tested for item reliability. It is expected that four variables in the health belief model (HBM) that are determined by objective and logical thinking processes will affect the choice of Korean medical tourism. The results showed that Susceptibility, Severity, Barrier, and Benefit had significant effects on Visiting Intention and was a valid measurement to determine “Visiting Intention”.

show abstract

Section: Introductionmentioning

confidence: 99%

Applying the Modified Health Belief Model (HBM) to Korean Medical Tourism

Ban

Kim

2020

IJERPH

Self Cite

View full text Add to dashboard Cite

show abstract

“…Therefore, the experience of the services mentioned in the eWOM implies the main attributes and quality levels of the product or service that the customer considers [4]. Accordingly, online review mining research is actively under way to extract customer information needed to develop new products or improve existing products [5] from online review in various service industries such as medical service, airline [6], dining [7], and hotel [8].…”

Section: Introductionmentioning

confidence: 99%

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Ban

Choi

et al. 2019

Sustainability

Self Cite

View full text Add to dashboard Cite

With the development of social media, customers are sharing their experiences, and it is rapidly spreading as a form of online review. That is why the online review has become a significant information source affecting customers' purchase intention and behavior. Therefore, it is important to understand the customer's experience shown in the online review in order to maintain sustainable customer satisfaction and loyalty. The purpose of this study is to investigate what are the key attributes and the structural relationship of those key attributes. To accomplish this purpose, a total of 6596 hotel reviews were collected from Google (google.com). A frequency analysis using text mining was performed to figure out the most frequently mentioned attributes. In addition, semantic network analysis, factor analysis, and regression analysis were applied to understand the experience and satisfaction of the hotel customer. As a result, the top 99 keywords were divided into four groups such as "Intangible Service", "Physical Environment", "Purpose", and "Location". The factor analysis reduced the dimension of the original 64 keywords to 22 keywords, and grouped them into five factors, which are "Access", "F&B (Food and Beverage)", "Purpose", "Tangibles", and "Empathy". Based on these results, theoretical and practical implications for sustainable hotel marketing strategies are suggested.

show abstract

“…Airline services, on the other hand, are supported simultaneously with a number of procedures by various agencies such as the TSA, airport authority, catering firms, and so on [22]. As a result, enhancing the efficiency of airline services necessitates the seamless coordination of different operations by several organisations [23].…”

Section: Airline Companies Servicesmentioning

confidence: 99%

Predicting Airline Passenger Satisfaction with Classification Algorithms

Hayadi

Kim

Hulliyah

et al. 2021

IJIIS : Int. J. Inform. Inform. Systems.

View full text Add to dashboard Cite

Airline businesses around the world have been destroyed by Covid-19 as most international air travel has been banned. Almost all airlines around the world suffer losses, due to being prohibited from carrying out aviation transportation activities which are their biggest source of income. In fact, several airlines such as Thai Airways have filed for bankruptcy. Nonetheless, after the storm ends, demand for air travel is expected to spike as people return for holidays abroad. The research is aimed at analyzing the competition in the aviation industry and what factors are the keys to its success. This study uses several classification models such as KNN, Logistic Regression, Gaussian NB, Decision Trees and Random Forest which will later be compared. The results of this study get the Random Forest Algorithm using a threshold of 0.7 to get an accuracy of 99% and an important factor in getting customer satisfaction is the Inflight Wi-Fi Service.

show abstract

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Cited by 65 publications

References 42 publications

Applying the Modified Health Belief Model (HBM) to Korean Medical Tourism

Applying the Modified Health Belief Model (HBM) to Korean Medical Tourism

Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data

Predicting Airline Passenger Satisfaction with Classification Algorithms

Contact Info

Product

Resources

About