The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector

Detalhes bibliográficos
Autor(a) principal: Cavalcanti, Gabriel Scalco Silveira
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/114354
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
id RCAP_9c371556d8f91001cf5314c0d3217754
oai_identifier_str oai:run.unl.pt:10362/114354
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sectorCOVID-19CoronavirusPandemicTourismAirlinesOnline ReviewsDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing IntelligenceThis research aimed to understand how airline companies are addressing the crisis generated by the Covid-19 pandemic and handling issues like cancellations and customer (dis)satisfaction. A research on online reviews from the most popular tourism website, TripAdvisor, was conducted through the collection of review posts from the leading 10 worldwide airline groups by number of passengers. These reviews were extracted from the sector’s most impacted period during the pandemic – from the date where the first travel restrictions were imposed until the date where they began to be lifted again (from March to May, 2020), which consequently led to a greater number of reviews made. A total of 885 reviews were collected and analysed with the help of the Python-based sentiment analysis tool VADER. Results showed a very negative trend, which was mainly caused by issues related to refunds policies and process, confirming the reported pandemic impact on this sector. Low-cost airlines revealed a lower customer satisfaction rate when compared to traditional ones, while most of the posts were related to Loyalty/Competitiveness, which affected the brands’ overall equity. This study contributes to the existing knowledge as there are still few studies addressing the coronavirus impact on airlines. It focuses on the customers’ satisfaction aspect, which has no precedent studies made. It also has a clear practical application, as airlines can take advantage of the achieved findings, allowing them to understand the customers’ feedback in relation to their service vis-à-vis their competitors.Rita, Paulo Miguel Rasquinho FerreiraMoro, SérgioRUNCavalcanti, Gabriel Scalco Silveira2021-03-222024-03-22T00:00:00Z2021-03-22T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/114354TID:202682358enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:57:02Zoai:run.unl.pt:10362/114354Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:42:30.621283Repositório 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 COVID-19 on tourism: Analysis of online reviews in the airlines sector
title The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
spellingShingle The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
Cavalcanti, Gabriel Scalco Silveira
COVID-19
Coronavirus
Pandemic
Tourism
Airlines
Online Reviews
title_short The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
title_full The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
title_fullStr The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
title_full_unstemmed The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
title_sort The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
author Cavalcanti, Gabriel Scalco Silveira
author_facet Cavalcanti, Gabriel Scalco Silveira
author_role author
dc.contributor.none.fl_str_mv Rita, Paulo Miguel Rasquinho Ferreira
Moro, Sérgio
RUN
dc.contributor.author.fl_str_mv Cavalcanti, Gabriel Scalco Silveira
dc.subject.por.fl_str_mv COVID-19
Coronavirus
Pandemic
Tourism
Airlines
Online Reviews
topic COVID-19
Coronavirus
Pandemic
Tourism
Airlines
Online Reviews
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
publishDate 2021
dc.date.none.fl_str_mv 2021-03-22
2021-03-22T00:00:00Z
2024-03-22T00:00:00Z
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/10362/114354
TID:202682358
url http://hdl.handle.net/10362/114354
identifier_str_mv TID:202682358
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
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
institution RCAAP
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
repository.mail.fl_str_mv
_version_ 1799138036328431616

Registros relacionados