Evaluating Airline Passengers’ Satisfaction during the COVID-19 Pandemic: A Case Study of AirAsia Services through Sentiment Analysis and Topic Modelling

AirAsia has emerged as a dominant force among prominent low-cost airlines in recent years. However, the COVID-19 pandemic outbreak has severely impacted airline services, including AirAsia. There is a strong need for airline services to monitor customer experience and satisfaction from online custo...

Ausführliche Beschreibung

Bibliografische Detailangaben

Hauptverfasser:	Lee Jie Yu, Nor Hasliza Md Saad, Zhu Kun, Ghada ElSayad
Format:	Artigo
Sprache:	Inglês
Veröffentlicht:	Bina Nusantara University 2024-08-01
Schriftenreihe:	CommIT Journal
Schlagworte:	Airline Service Customer Satisfaction COVID-19 Pandemic Sentiment Analysis Topic Modelling
Online-Zugang:	https://journal.binus.ac.id/index.php/commit/article/view/11364
Tags:	Tag hinzufügen Keine Tags, Fügen Sie das erste Tag hinzu!