The impact of the COVID-19 on the airline industry emerging from online comments

Bibliographic Details
Main Author: Piccinelli, Stefania
Publication Date: 2021
Format: Master thesis
Language: eng
Source: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Download full: http://hdl.handle.net/10071/22508
Summary: The aim of this research is to evaluate how the novel Coronavirus impact on the airline industry is reflected on the affected travelers’ concerns expressed in the comments they write online. In this study, a sample of 639 comments related to the airline industry, written on the website of the Italian National Consumer Union, has been assessed through an automated sentiment analysis. The achieved results showed that travelers’ attention was directed mainly towards compensations, cancellations, and COVID-19 and at the same time they had mixed and unpredictable feelings. This suggests that consumers may understood that airline companies are facing unsustainable cash-flow and revenue situations. Moreover, all the hypotheses, grounded on the existing literature were refuted. Accordingly, we argue that the actual context prevents assessments based on previous assumptions and studies related to the impact of COVID-19 need to be conducted anew.
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spelling The impact of the COVID-19 on the airline industry emerging from online commentsCOVID-19Online reviewsAir-travelersItalyCOVID-19Comentários nas redes sociaisViajantes aéreosItáliaThe aim of this research is to evaluate how the novel Coronavirus impact on the airline industry is reflected on the affected travelers’ concerns expressed in the comments they write online. In this study, a sample of 639 comments related to the airline industry, written on the website of the Italian National Consumer Union, has been assessed through an automated sentiment analysis. The achieved results showed that travelers’ attention was directed mainly towards compensations, cancellations, and COVID-19 and at the same time they had mixed and unpredictable feelings. This suggests that consumers may understood that airline companies are facing unsustainable cash-flow and revenue situations. Moreover, all the hypotheses, grounded on the existing literature were refuted. Accordingly, we argue that the actual context prevents assessments based on previous assumptions and studies related to the impact of COVID-19 need to be conducted anew.O objetivo deste estudo é avaliar como o impacto do novo Coronavírus no setor aéreo se reflete nas preocupações dos viajantes afetados através dos comentários que eles escrevem on-line. Neste estudo, uma amostra de 639 comentários relacionados com o setor aéreo, escritos no website da União Nacional dos Consumidores da Itália, foi avaliada através de uma análise de sentimentos automática. Os resultados alcançados mostraram que a atenção dos viajantes foi sobretudo focada nas compensações, cancelamentos e COVID-19 sendo que, ao mesmo tempo, os sentimentos revelados eram confusos e imprevisíveis. Tal sugere que os consumidores podem ter de certa maneira aceite que as empresas aéreas estão a enfrentar situações insustentáveis de tesouraria e receita. Adicionalmente, todas as hipóteses, baseadas na literatura existente, foram refutadas. Assim, argumentamos que o contexto real impedem análises baseadas em assunções anteriores, sendo que é necessário desenvolver de raiz estudos relacionados com o impacto da COVID-19.2021-04-28T12:59:20Z2021-04-24T00:00:00Z2021-04-242021-03info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10071/22508TID:202708071engPiccinelli, Stefaniainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:25:51Zoai:repositorio.iscte-iul.pt:10071/22508Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:11:32.374861Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv The impact of the COVID-19 on the airline industry emerging from online comments
title The impact of the COVID-19 on the airline industry emerging from online comments
spellingShingle The impact of the COVID-19 on the airline industry emerging from online comments
Piccinelli, Stefania
COVID-19
Online reviews
Air-travelers
Italy
COVID-19
Comentários nas redes sociais
Viajantes aéreos
Itália
title_short The impact of the COVID-19 on the airline industry emerging from online comments
title_full The impact of the COVID-19 on the airline industry emerging from online comments
title_fullStr The impact of the COVID-19 on the airline industry emerging from online comments
title_full_unstemmed The impact of the COVID-19 on the airline industry emerging from online comments
title_sort The impact of the COVID-19 on the airline industry emerging from online comments
author Piccinelli, Stefania
author_facet Piccinelli, Stefania
author_role author
dc.contributor.author.fl_str_mv Piccinelli, Stefania
dc.subject.por.fl_str_mv COVID-19
Online reviews
Air-travelers
Italy
COVID-19
Comentários nas redes sociais
Viajantes aéreos
Itália
topic COVID-19
Online reviews
Air-travelers
Italy
COVID-19
Comentários nas redes sociais
Viajantes aéreos
Itália
description The aim of this research is to evaluate how the novel Coronavirus impact on the airline industry is reflected on the affected travelers’ concerns expressed in the comments they write online. In this study, a sample of 639 comments related to the airline industry, written on the website of the Italian National Consumer Union, has been assessed through an automated sentiment analysis. The achieved results showed that travelers’ attention was directed mainly towards compensations, cancellations, and COVID-19 and at the same time they had mixed and unpredictable feelings. This suggests that consumers may understood that airline companies are facing unsustainable cash-flow and revenue situations. Moreover, all the hypotheses, grounded on the existing literature were refuted. Accordingly, we argue that the actual context prevents assessments based on previous assumptions and studies related to the impact of COVID-19 need to be conducted anew.
publishDate 2021
dc.date.none.fl_str_mv 2021-04-28T12:59:20Z
2021-04-24T00:00:00Z
2021-04-24
2021-03
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/22508
TID:202708071
url http://hdl.handle.net/10071/22508
identifier_str_mv TID:202708071
dc.language.iso.fl_str_mv eng
language eng
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dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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