Measuring the level of customer satisfaction of airport passengers provides a valuable feedback to airport managers. In fact, researchers and practitioners alike have recognized that measuring airport performance through purely operational approaches is not sufficient. In order to overcome such weakness a growing literature on airport performance measurement has focused its attention on models assessing passengers’ needs and their perception of the airport service quality. The developed models vary according to the type of decisions supported, evaluation perspective, type of measurements, and evaluation approach used. Departing from the above literature, the present paper explores the possibility offer by data collected in the blogs and by the text extracting software for assessing the level of services perceived by airport customers. The paper identifies the strengths, weakness and synergies of the proposed approach in assessing users’ perceptions of the quality of airport services.

Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the websites. TOURISM MANAGEMENT PERSPECTIVES, 22, 132-136 [10.1016/j.tmp.2017.03.008].

Improving airport services using sentiment analysis of the websites

GITTO, SIMONE;MANCUSO, PAOLO
2017

Abstract

Measuring the level of customer satisfaction of airport passengers provides a valuable feedback to airport managers. In fact, researchers and practitioners alike have recognized that measuring airport performance through purely operational approaches is not sufficient. In order to overcome such weakness a growing literature on airport performance measurement has focused its attention on models assessing passengers’ needs and their perception of the airport service quality. The developed models vary according to the type of decisions supported, evaluation perspective, type of measurements, and evaluation approach used. Departing from the above literature, the present paper explores the possibility offer by data collected in the blogs and by the text extracting software for assessing the level of services perceived by airport customers. The paper identifies the strengths, weakness and synergies of the proposed approach in assessing users’ perceptions of the quality of airport services.
Pubblicato
Rilevanza internazionale
Articolo
Esperti anonimi
Settore ING-IND/35 - Ingegneria Economico-Gestionale
English
Senza Impact Factor ISI
Airport passengers’ perceptions; Airports; Sentiment analysis; 1409
http://www.sciencedirect.com/science/journal/22119736
Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the websites. TOURISM MANAGEMENT PERSPECTIVES, 22, 132-136 [10.1016/j.tmp.2017.03.008].
Gitto, S; Mancuso, P
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2108/179627
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