Publication: Data analytics of Skytrax's airport review and ratings: Views of airport quality by passengers types
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Issued Date
2021-12-01
Resource Type
ISSN
22105395
Other identifier(s)
2-s2.0-85108532684
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Mahidol University
Rights Holder(s)
SCOPUS
Bibliographic Citation
Research in Transportation Business and Management. Vol.41, (2021)
Suggested Citation
Kritya Bunchongchit, Walanchalee Wattanacharoensil Data analytics of Skytrax's airport review and ratings: Views of airport quality by passengers types. Research in Transportation Business and Management. Vol.41, (2021). doi:10.1016/j.rtbm.2021.100688 Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/76434
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Title
Data analytics of Skytrax's airport review and ratings: Views of airport quality by passengers types
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Abstract
This study investigates the perception of passengers of airport service attributes, using data from the Skytrax Airport Review websites. Overall, a total of 7358 reviews were collected from the website, together with other related passenger data, namely review headers, passenger types, rating scores of airport attributes and the overall rating. This study focused on investigating each group of passenger types to identify underlying differences amongst airport's passenger segmentation, particularly on the leisure travellers. The study performed different techniques of data analysis including sentiment analysis, lemmatization and partial least square – structural equation modelling (PLS-SEM) to reveal key patterns derived from the available data, which the normal survey data or the interview data may not have revealed. The research contributes to airport passenger segmentation by highlighting the differences found in the travellers segmented by Skytrax. The study also provides practical implications to airport managers.