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Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews

Citations

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Cited by:

  1. Tasnim M. A. Zayet & Maizatul Akmar Ismail & Kasturi Dewi Varathan & Rafidah M. D. Noor & Hui Na Chua & Angela Lee & Yeh Ching Low & Sheena Kaur Jaswant Singh, 2021. "Investigating transportation research based on social media analysis: a systematic mapping review," Scientometrics, Springer;Akadémiai Kiadó, vol. 126(8), pages 6383-6421, August.
  2. Ayat Zaki Ahmed & Manuel Rodríguez-Díaz, 2020. "Significant Labels in Sentiment Analysis of Online Customer Reviews of Airlines," Sustainability, MDPI, vol. 12(20), pages 1-18, October.
  3. Gajewicz, Šukasz & Walaszczyk, Ewa & Nadolny, Michał & Nowosielski, Krzysztof, 2022. "Criteria of quality assessment of regional airport services - A very last picture before the COVID-19 pandemic," Journal of Air Transport Management, Elsevier, vol. 103(C).
  4. 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.
  5. Pagliari, Romano & Graham, Anne, 2019. "An exploratory analysis of the effects of ownership change on airport competition," Transport Policy, Elsevier, vol. 78(C), pages 76-85.
  6. Mahmut Bakır & Şahap Akan & Emircan Özdemir & Phi-Hung Nguyen & Jung-Fa Tsai & Hong-Anh Pham, 2022. "How to Achieve Passenger Satisfaction in the Airport? Findings from Regression Analysis and Necessary Condition Analysis Approaches through Online Airport Reviews," Sustainability, MDPI, vol. 14(4), pages 1-20, February.
  7. Patrick Brandtner & Farzaneh Darbanian & Taha Falatouri & Chibuzor Udokwu, 2021. "Impact of COVID-19 on the Customer End of Retail Supply Chains: A Big Data Analysis of Consumer Satisfaction," Sustainability, MDPI, vol. 13(3), pages 1-18, January.
  8. Thampan, Aromal & Sinha, Kapil & Gurjar, B.R. & Rajasekar, E., 2020. "Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality," Journal of Air Transport Management, Elsevier, vol. 87(C).
  9. Ruth Oluyemi Bamidele & Ali Ozturen & Mine Haktanir & Oluwatobi A. Ogunmokun, 2023. "Realizing Green Airport Performance through Green Management Intransigence, Airport Reputation, Biospheric Value, and Eco-Design," Sustainability, MDPI, vol. 15(3), pages 1-26, January.
  10. Bakır, Mahmut & Özdemir, Emircan & Akan, Şahap & Atalık, Özlem, 2022. "A bibliometric analysis of airport service quality," Journal of Air Transport Management, Elsevier, vol. 104(C).
  11. Tien-Hsiang Chang & Kuei-Ying Hsu & Hsin-Pin Fu & Ying-Hua Teng & Yi-Jhen Li, 2022. "Integrating FSE and AHP to Identify Valuable Customer Needs by Service Quality Analysis," Sustainability, MDPI, vol. 14(3), pages 1-15, February.
  12. Ferhat İnce & İhsan Emrecan Şahin & Tuğba Akbiyik, 2025. "Uncovering non-substitutable value-for-money drivers in Skytrax top airlines: a MEREC-CoCoSo-NCA benchmarking framework," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 52(4), pages 499-518, December.
  13. Park, So-Young & Wang, Xinchen & Oh, Yeeun & Hong, Soo-Min & Woo, Su-Han, 2025. "Application of structural topic modeling in a literature review of air transport," Journal of Air Transport Management, Elsevier, vol. 122(C).
  14. Phelipe Medeiros da Rocha & Helder Gomes Costa & Glauco Barbosa da Silva, 2022. "Gaps, Trends and Challenges in Assessing Quality of Service at Airport Terminals: A Systematic Review and Bibliometric Analysis," Sustainability, MDPI, vol. 14(7), pages 1-17, March.
  15. Zhen He & Lu Zheng & Shuguang He, 2023. "A novel approach for product competitive analysis based on online reviews," Electronic Commerce Research, Springer, vol. 23(4), pages 2259-2290, December.
  16. Barakat, H. & Yeniterzi, R. & Martín-Domingo, L., 2021. "Applying deep learning models to twitter data to detect airport service quality," Journal of Air Transport Management, Elsevier, vol. 91(C).
  17. Jesús Martínez-Navarro & Ricardo Sellers-Rubio & Asta Kyguolienė, 2026. "My dog’s vacation: service dimensions in dog hotels and their impact on customer satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 20(1), pages 1-28, March.
  18. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
  19. 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.
  20. Lu, Lin & Xu, Pei & Wang, Yen-Yao & Wang, Yu, 2023. "Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms," Journal of Business Research, Elsevier, vol. 169(C).
  21. Gitto, Simone & Mancuso, Paolo, 2019. "Brand perceptions of airports using social networks," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 153-163.
  22. Shuhao Liu & Chang Su & Junhua Zhang & Shiro Takeda & Jiarui Liu & Ruochen Yang, 2023. "Cross-Cultural Comparison of Urban Green Space through Crowdsourced Big Data: A Natural Language Processing and Image Recognition Approach," Land, MDPI, vol. 12(4), pages 1-27, March.
  23. Li, Siping & Zhou, Yaoming & Kundu, Tanmoy & Sheu, Jiuh-Biing, 2021. "Spatiotemporal variation of the worldwide air transportation network induced by COVID-19 pandemic in 2020," Transport Policy, Elsevier, vol. 111(C), pages 168-184.
  24. Hussain, Atif & Shafiq, Adnan & Awan, Muhammad Usman & Hashmi, Junaid Iqbal, 2025. "A text mining study of online reviews to understand intercity bus service quality," Transport Policy, Elsevier, vol. 162(C), pages 325-335.
  25. Li, Lingyao & Mao, Yujie & Wang, Yu & Ma, Zihui, 2022. "How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis," Journal of Air Transport Management, Elsevier, vol. 105(C).
  26. Pushpinder Gill & Stephen K. Kim, 2021. "From franchisee experience to customer experience: their effects on franchisee performance," Journal of the Academy of Marketing Science, Springer, vol. 49(6), pages 1175-1200, November.
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