The middle east 3 : a sentiment analysis on airline customer reviews

Detalhes bibliográficos
Autor(a) principal: Silva, Cláudia Patrícia Carreiro da
Data de Publicação: 2018
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/49650
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
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spelling The middle east 3 : a sentiment analysis on airline customer reviewsOnline ReviewsText MiningSentiment AnalysisAirlinesDissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing IntelligenceAlong with the exponential growth of social media, the world has taken a turn, and we are no longer limited to the knowledge of our network of friends and family. Word-of-Mouth became especially relevant since travel services are intangible products and when the customers are unfamiliar with a service provider they rely on sources with experience to lower their scepticism. Online reviews are important sources of the consumer experience that can be explored to get valuable insights. Sentiment analysis has been applied to almost any field of study including tourism and hospitality. The Airline industry revenues come mostly from air passengers, and the most significant impact of research on airline service quality comes from the combination of the customer’s real experience and satisfaction. This dissertation has the goal to understand the polarity distribution on the aspects that influenced the three biggest Middle Eastern airlines customer’s satisfaction from 2014 to 2016, on Skytrax and if that polarity found on Skytrax matches the one found on TripAdvisor for 2016. The database was extracted with a web scraper and analysed with Excel Add-in from MeaningCloud. In-flight Entertainment revealed to be the aspect with the most positive sentiment for Emirates and Etihad Airways, while for Qatar Airways the strength is on the Employees aspect. The Convenience of the Flight Schedule was an issue for the reviewers regardless of the airline.Henriques, Roberto André PereiraMonteiro, Vasco ManuelRUNSilva, Cláudia Patrícia Carreiro da2018-10-23T16:43:55Z2018-05-142018-05-14T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/49650TID:201987350enginfo: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:RCAAP2024-03-11T04:25:16Zoai:run.unl.pt:10362/49650Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:32:15.418496Repositório 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 middle east 3 : a sentiment analysis on airline customer reviews
title The middle east 3 : a sentiment analysis on airline customer reviews
spellingShingle The middle east 3 : a sentiment analysis on airline customer reviews
Silva, Cláudia Patrícia Carreiro da
Online Reviews
Text Mining
Sentiment Analysis
Airlines
title_short The middle east 3 : a sentiment analysis on airline customer reviews
title_full The middle east 3 : a sentiment analysis on airline customer reviews
title_fullStr The middle east 3 : a sentiment analysis on airline customer reviews
title_full_unstemmed The middle east 3 : a sentiment analysis on airline customer reviews
title_sort The middle east 3 : a sentiment analysis on airline customer reviews
author Silva, Cláudia Patrícia Carreiro da
author_facet Silva, Cláudia Patrícia Carreiro da
author_role author
dc.contributor.none.fl_str_mv Henriques, Roberto André Pereira
Monteiro, Vasco Manuel
RUN
dc.contributor.author.fl_str_mv Silva, Cláudia Patrícia Carreiro da
dc.subject.por.fl_str_mv Online Reviews
Text Mining
Sentiment Analysis
Airlines
topic Online Reviews
Text Mining
Sentiment Analysis
Airlines
description Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
publishDate 2018
dc.date.none.fl_str_mv 2018-10-23T16:43:55Z
2018-05-14
2018-05-14T00:00:00Z
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/10362/49650
TID:201987350
url http://hdl.handle.net/10362/49650
identifier_str_mv TID:201987350
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
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
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reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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