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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Bibliographic Details

Main Authors:	Idris, Sheema Liza, Zainuddin, Anizah
Format:	Article
Language:	en
Published:	Universiti Teknologi Mara Selangor 2024
Subjects:	Customer services. Customer relations
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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