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Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…
This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning…
This study aims to investigate the possible relationship between the mechanisms of social influence and the choice of airline, through the use of new tools, with the aim of understanding whether they can contribute to a better understanding…
User-generated reviews significantly influence consumer decisions, particularly in the travel domain when selecting accommodations. This paper contribution comprising two main elements. Firstly, we present a novel dataset of authentic guest…
To understand the important dimensions of service quality from the passenger's perspective and tailor service offerings for competitive advantage, airlines can capitalize on the abundantly available online customer reviews (OCR). The…
Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip…
Due to the rapid development of non-face-to-face services due to the corona virus, commerce through the Internet, such as sales and reservations, is increasing very rapidly. Consumers also post reviews, suggestions, or judgments about goods…
The ascent of the Internet has caused numerous adjustments in our lives. The Internet has radically changed the manner in which we carry on with our lives, the manner in which we spend our occasions, how we speak with one another day by…
In this paper, we focus on online reviews and employ artificial intelligence tools, taken from the cognitive computing field, to help understanding the relationships between the textual part of the review and the assigned numerical score.…
As one of the most extensive social networking services, Twitter has more than 300 million active users as of 2022. Among its many functions, Twitter is now one of the go-to platforms for consumers to share their opinions about products or…
Service quality rankings are pivotal for maintaining sustainability in the fiercely competitive airline industry. However, prior research in this domain has often fallen short in aspects of sample size, efficiency, and dependability. This…
Online Travel Platforms are virtual two-sided marketplaces where guests search for accommodations and accommodation providers list their properties such as hotels and vacation rentals. The large majority of hotels are rated by official…
Online consumer reviews play a crucial role in guiding purchase decisions by offering insights into product quality, usability, and performance. However, the increasing volume of user-generated reviews has led to information overload,…
Topline hotels are now shifting into the digital way in how they understand their customers to maintain and ensuring satisfaction. Rather than the conventional way which uses written reviews or interviews, the hotel is now heavily investing…
Traditional service quality metrics often fail to capture the nuanced drivers of passenger satisfaction hidden within unstructured online feedback. This study validates a Large Language Model (LLM) framework designed to extract granular…
Demand forecasting is extremely important in revenue management. After all, it is one of the inputs to an optimisation method which aim is to maximize revenue. Most, if not all, forecasting methods use historical data to forecast the…
The service quality of a passenger transport operator can be measured through face-to-face surveys at the terminals or on board. However, the resulting responses may suffer from the influence of the intrinsic aspects of the respondent's…
The number of user reviews of tourist attractions, restaurants, mobile apps, etc. is increasing for all languages; yet, research is lacking on how reviews in multiple languages should be aggregated and displayed. Speakers of different…
Predicting if passengers in a connecting flight will lose their connection is paramount for airline profitability. We present novel machine learning-based decision support models for the different stages of connection flight management,…
Review websites, such as TripAdvisor and Yelp, allow users to post online reviews for various businesses, products and services, and have been recently shown to have a significant influence on consumer shopping behaviour. An online review…