A methodological approach to analysing customer sentiment and language use for assessing service quality in AirAsia's online reviews
This paper focuses on the research methods used to analyse customer sentiment and language patterns in online reviews to evaluate service quality. The study uses TripAdvisor reviews of AirAsia from the prepandemic period (2017-2019). It applies the SERVQUAL model to assess five key dimensions of ser...
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| Main Authors: | , |
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| Format: | Article |
| Language: | en |
| Published: |
Universiti Teknologi Mara Selangor
2024
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/119963/1/119963.pdf https://ir.uitm.edu.my/id/eprint/119963/ https://journal.uitm.edu.my/ojs/index.php/Abrij |
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