IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i21p6153-d283447.html
   My bibliography  Save this article

A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service

Author

Listed:
  • Seungju Nam

    (School of Business, Korea Aerospace University, Goyang-si 10540, Korea)

  • Hyun Cheol Lee

    (School of Business, Korea Aerospace University, Goyang-si 10540, Korea)

Abstract

We introduce a new importance-performance analysis (IPA) methodology while making use of direct service experience perceptions represented by online reviews with numerical ratings. The proposed IPA, which we call the text analytics-based IPA (TAIPA), allows the real-time calculation of importance using the probability distribution of word frequency via the latent Dirichlet allocation (LDA) application to online reviews, and of performance using numerical rating values. The importance is also adjusted with the help of a sentiment analysis of online reviews to provide more precise measurements for service experience perceptions. To ensure an evaluation of the entire service process, we employ service encounters, in which service experiences occur and thus most customer perceptions are created, as a set of attributes composed of LDA topics that contain direct perceptions of service experiences. We investigate statistical correlations between TAIPA calculations and typical benchmarks of firm performance in the air-transport industry to verify how effective the proposed TAIPA is with respect to the degree that customer satisfaction is represented. As a primary result, TAIPA is more effective than comparison targets in that it shows stronger correlations with firm performance. TAIPA is specialized in determining which service step (i.e., a one-to-one relationship with a service encounter) needs to be improved. Moreover, TAIPA is flexible in considering multiple competitors.

Suggested Citation

  • Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:21:p:6153-:d:283447
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/21/6153/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/21/6153/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Shawn Mankad & Hyunjeong Spring Han & Joel Goh & Srinagesh Gavirneni, 2016. "Understanding Online Hotel Reviews Through Automated Text Analysis," Post-Print hal-02311939, HAL.
    2. Guo, Yue & Barnes, Stuart J. & Jia, Qiong, 2017. "Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation," Tourism Management, Elsevier, vol. 59(C), pages 467-483.
    3. Cobeña, Mar & Gallego, à ngeles & Casanueva, Cristóbal, 2019. "Diversity in airline alliance portfolio configuration," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 16-26.
    4. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    5. Martin-Domingo, Luis & Martín, Juan Carlos & Mandsberg, Glen, 2019. "Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 106-115.
    6. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
    7. Fang, Bin & Ye, Qiang & Kucukusta, Deniz & Law, Rob, 2016. "Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics," Tourism Management, Elsevier, vol. 52(C), pages 498-506.
    8. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
    9. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    10. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    11. van Dolen, Willemijn & de Ruyter, Ko & Lemmink, Jos, 2004. "An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction," Journal of Business Research, Elsevier, vol. 57(4), pages 437-444, April.
    12. Myungsook An & Yonghwi Noh, 2009. "Airline customer satisfaction and loyalty: impact of in-flight service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 293-307, September.
    13. Kos Koklic, Mateja & Kukar-Kinney, Monika & Vegelj, Spela, 2017. "An investigation of customer satisfaction with low-cost and full-service airline companies," Journal of Business Research, Elsevier, vol. 80(C), pages 188-196.
    14. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    15. Lee, Kiljae & Yu, Chunyan, 2018. "Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 28-44.
    16. Kurt Matzler & Elmar Sauerwein & Kenneth Heischmidt, 2003. "Importance-performance analysis revisited: the role of the factor structure of customer satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(2), pages 112-129, March.
    17. Lee, Hyung-Sook, 2015. "Measurement of visitors' satisfaction with public zoos in Korea using importance-performance analysis," Tourism Management, Elsevier, vol. 47(C), pages 251-260.
    18. Murdy, Samantha & Pike, Steven, 2012. "Perceptions of visitor relationship marketing opportunities by destination marketers: An importance-performance analysis," Tourism Management, Elsevier, vol. 33(5), pages 1281-1285.
    19. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    20. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
    21. Ziegler, Jackie & Dearden, Philip & Rollins, Rick, 2012. "But are tourists satisfied? Importance-performance analysis of the whale shark tourism industry on Isla Holbox, Mexico," Tourism Management, Elsevier, vol. 33(3), pages 692-701.
    22. Qin Li & Shaobo Li & Jie Hu & Sen Zhang & Jianjun Hu, 2018. "Tourism Review Sentiment Classification Using a Bidirectional Recurrent Neural Network with an Attention Mechanism and Topic-Enriched Word Vectors," Sustainability, MDPI, vol. 10(9), pages 1-15, September.
    23. Seungju Nam & Chunghun Ha & Hyun Cheol Lee, 2018. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis," Sustainability, MDPI, vol. 10(12), pages 1-21, November.
    24. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    25. Park, Jin-Woo, 2007. "Passenger perceptions of service quality: Korean and Australian case studies," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 238-242.
    26. Xiang, Zheng & Du, Qianzhou & Ma, Yufeng & Fan, Weiguo, 2017. "A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism," Tourism Management, Elsevier, vol. 58(C), pages 51-65.
    27. Susan (Sixue) Jia, 2018. "Leisure Motivation and Satisfaction: A Text Mining of Yoga Centres, Yoga Consumers, and Their Interactions," Sustainability, MDPI, vol. 10(12), pages 1-17, November.
    28. Wittmann, Jürgen, 2019. "Customer-oriented optimization of the airplane boarding process," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 31-39.
    29. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
    30. Boley, B. Bynum & McGehee, Nancy Gard & Tom Hammett, A.L., 2017. "Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective," Tourism Management, Elsevier, vol. 58(C), pages 66-77.
    31. Taplin, Ross H., 2012. "Competitive importance-performance analysis of an Australian wildlife park," Tourism Management, Elsevier, vol. 33(1), pages 29-37.
    32. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chunting Liu & Shanshan Wang & Guozhu Jia, 2020. "Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers," Sustainability, MDPI, vol. 12(20), pages 1-22, October.
    2. Jun Hwan Kim & Woon-Kyung Song & Hyun Cheol Lee, 2023. "Exploring the Determinants of Travelers’ Intention to Use the Airport Biometric System: A Korean Case Study," Sustainability, MDPI, vol. 15(19), pages 1-21, September.
    3. Susan (Sixue) Jia, 2021. "Analyzing Restaurant Customers’ Evolution of Dining Patterns and Satisfaction during COVID-19 for Sustainable Business Insights," Sustainability, MDPI, vol. 13(9), pages 1-15, April.
    4. Nam, Seungju & Song, Woon-Kyung & Yoon, Heekweon, 2023. "An maintenance, repair, and overhaul (MRO) safety oversight system analysis: A case in Korea," Journal of Air Transport Management, Elsevier, vol. 107(C).
    5. Hanyang Luo & Wugang Song & Wanhua Zhou & Xudong Lin & Sumin Yu, 2023. "An Analysis Framework to Reveal Automobile Users’ Preferences from Online User-Generated Content," Sustainability, MDPI, vol. 15(18), pages 1-29, September.
    6. Babalola, Taiwo Oladapo, 2023. "Adopting Importance-Performance Analysis (IPA) model to assess land governance in the peri-urban areas of Ibadan, Nigeria," Land Use Policy, Elsevier, vol. 133(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jun Hwan Kim & Hyun Cheol Lee, 2019. "Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior," Sustainability, MDPI, vol. 11(11), pages 1-19, June.
    2. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    3. Boley, B. Bynum & McGehee, Nancy Gard & Tom Hammett, A.L., 2017. "Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective," Tourism Management, Elsevier, vol. 58(C), pages 66-77.
    4. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    5. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
    6. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
    7. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    8. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    9. Özlem Atalık & Mahmut Bakır & Şahap Akan, 2019. "The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry," Administrative Sciences, MDPI, vol. 9(1), pages 1-15, March.
    10. Ida Rašovská & Marketa Kubickova & Kateřina Ryglová, 2021. "Importance–performance analysis approach to destination management," Tourism Economics, , vol. 27(4), pages 777-794, June.
    11. Woohyuk Kim & Sung-Bum Kim & Eunhye Park, 2021. "Mapping Tourists’ Destination (Dis)Satisfaction Attributes with User-Generated Content," Sustainability, MDPI, vol. 13(22), pages 1-16, November.
    12. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    13. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
    14. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    15. Sheng, Xiaojing & Simpson, Penny M. & Siguaw, Judy A., 2014. "U. S. winter migrants' park community attributes: An importance–performance analysis," Tourism Management, Elsevier, vol. 43(C), pages 55-67.
    16. Yi Luo & Xiaowei Xu, 2019. "Predicting the Helpfulness of Online Restaurant Reviews Using Different Machine Learning Algorithms: A Case Study of Yelp," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
    17. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
    18. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
    19. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
    20. Jih-Kuang Chen, 2021. "A New Approach for Diagonal Line Model of Importance-Performance Analysis: A Case Study of Tourist Satisfaction in China," SAGE Open, , vol. 11(1), pages 21582440219, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:21:p:6153-:d:283447. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.