APJIS Asia Pacific Journal of Information Systems


The Journal for Information Professionals

Asia Pacific Journal of Information Systems (APJIS), a Scopus and ABDC indexed journal, is a
flagship journal of the information systems (IS) field in the Asia Pacific region.

ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)

Editor : Seung Hyun Kim

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Current Issue

Date December 2021
Vol. No. Vol. 31 No. 4
DOI https://doi.org/10.14329/apjis.2021.31.4.491
Page 491~526
Title A Comparative Evaluation of Airline Service Quality Using Online Content Analysis: A Case Study of Korean vs. International Airlines
Author Peter Ractham, Alan Abrahams, Richard Gruss, Eojina Kim, Zachary Davis, Laddawan Kaewkitipong
Keyword Service Quality, Service Attributes, Electronic Word-of-Mouth, Airlines, Customer Knowledge Management
Abstract Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers – the number of reviews is multiple orders of magnitude lower than passenger volumes – and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

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