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Latent semantic analysis of service quality in the Airline Industry: A consumer perspective

The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia.

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Bibliographic Details
Main Authors: Muhammad Muazzem, Hossain, Ouedraogo, Noufou, Rezaniac, Davar
Other Authors: HossainM4@macewan.ca
Format: Working Paper
Language:English
Published: Universiti Malaysia Perlis (UniMAP) 2011
Subjects:
International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Service quality
Airline quality
Latent semantic analysis
Free text analysis
Online Access:http://dspace.unimap.edu.my/xmlui/handle/123456789/11770
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spelling my.unimap-117702011-05-11T03:26:42Z Latent semantic analysis of service quality in the Airline Industry: A consumer perspective Muhammad Muazzem, Hossain Ouedraogo, Noufou Rezaniac, Davar HossainM4@macewan.ca OuedraogoN@macewan.ca RezaniaD@macewan.ca International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) Service quality Airline quality Latent semantic analysis Free text analysis The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia. The airline Service quality has received much attention from both academicians and practitioners. Various studies have used SERVQUAL, AIRQUAL, the Kano Model, etc. for measuring the customer service quality in the airline industry. However, a review of the airline servicequality literatureshows alack of research about theuseof latent semantic analysis (LSA) in uncovering the underlying factors affecting the quality of service provided by the airline companies. The purpose of this study is to explore the generic service quality characteristics pertaining to the airline industry by mining the comments provided by the passengers of various airline companies across the globe. Passengers are under no pressure to express their concerns, opinions, or suggestions for improvement of service quality. Therefore, we posit that the customers’ comments are reflections of their perception of quality of service that they have already experienced. This study will help thestakeholders better understand thecharacteristics of service quality in the airline industry. The findings will providemanagers in the airline industry with insights for managing and improving the quality of service rendered to their customers. We collected 1,069 customer comments on eleven airline companies and conducted an LSA on them to identify five factors affecting the service quality in the airlines industry. The findings suggest that caring and friendly crews, luggage handling, in-flight meals, in-flight entertainment, and service expectation are the five critical factors of the airline service quality in the eyes of the customers. 2011-05-11T03:26:42Z 2011-05-11T03:26:42Z 2010-11-12 Working Paper http://hdl.handle.net/123456789/11770 en Proceedings of the International Conference on the Roles of the Humanities and Social Sciences in Engineering (ICoHSE 2010) Universiti Malaysia Perlis (UniMAP) Centre for Communication Skills and Entrepreneurship
institution Universiti Malaysia Perlis
building UniMAP Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Perlis
content_source UniMAP Library Digital Repository
url_provider http://dspace.unimap.edu.my/
language English
topic International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Service quality
Airline quality
Latent semantic analysis
Free text analysis
spellingShingle International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010)
Service quality
Airline quality
Latent semantic analysis
Free text analysis
Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezaniac, Davar
Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
description The 2nd International Conference on the Roles of Humanities and Social Science in Engineering (ICoHSE 2010) organized by Universiti Malaysia Perlis (UniMAP), 12th - 14th November 2010 at Bayview Beach Resort, Penang, Malaysia.
author2 HossainM4@macewan.ca
author_facet HossainM4@macewan.ca
Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezaniac, Davar
format Working Paper
author Muhammad Muazzem, Hossain
Ouedraogo, Noufou
Rezaniac, Davar
author_sort Muhammad Muazzem, Hossain
title Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
title_short Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
title_full Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
title_fullStr Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
title_full_unstemmed Latent semantic analysis of service quality in the Airline Industry: A consumer perspective
title_sort latent semantic analysis of service quality in the airline industry: a consumer perspective
publisher Universiti Malaysia Perlis (UniMAP)
publishDate 2011
url http://dspace.unimap.edu.my/xmlui/handle/123456789/11770
_version_ 1643790236663152640
score 13.222552

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