Abstract
Purpose: This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach: The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings: The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value: The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.
| Original language | English |
|---|---|
| Pages (from-to) | 855-873 |
| Number of pages | 19 |
| Journal | International Journal of Contemporary Hospitality Management |
| Volume | 31 |
| Issue number | 2 |
| DOIs | |
| Publication status | Published - 11 Feb 2019 |
Fingerprint
Keywords
- Airline industry
- Content analysis
- Service quality
- Value for money
- Web reviews
Cite this
}
Airline passengers’ perceptions of service quality : themes in online reviews. / Brochado, Ana; Rita, Paulo; Oliveira, Cristina; Oliveira, Fernando.
In: International Journal of Contemporary Hospitality Management, Vol. 31, No. 2, 11.02.2019, p. 855-873.Research output: Contribution to journal › Article
TY - JOUR
T1 - Airline passengers’ perceptions of service quality
T2 - themes in online reviews
AU - Brochado, Ana
AU - Rita, Paulo
AU - Oliveira, Cristina
AU - Oliveira, Fernando
N1 - Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873. DOI: 10.1108/IJCHM-09-2017-0572
PY - 2019/2/11
Y1 - 2019/2/11
N2 - Purpose: This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach: The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings: The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value: The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.
AB - Purpose: This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach: The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings: The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value: The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.
KW - Airline industry
KW - Content analysis
KW - Service quality
KW - Value for money
KW - Web reviews
UR - http://www.scopus.com/inward/record.url?scp=85061445004&partnerID=8YFLogxK
UR - http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcAuth=Alerting&SrcApp=Alerting&DestApp=WOS_CPL&DestLinkType=FullRecord&UT=WOS:000458882300017
U2 - 10.1108/IJCHM-09-2017-0572
DO - 10.1108/IJCHM-09-2017-0572
M3 - Article
VL - 31
SP - 855
EP - 873
JO - International Journal of Contemporary Hospitality Management
JF - International Journal of Contemporary Hospitality Management
SN - 0959-6119
IS - 2
ER -