Skip to main content
SpringerLink
Log in

Analysing Customer Satisfaction of Civil Aviation Companies of Turkey with Text Mining

  • Chapter
  • First Online:
Book cover Strategic Outlook for Innovative Work Behaviours

Part of the book series: Contributions to Management Science ((MANAGEMENT SC.))

Abstract

This study is aimed to determine the issues that affect customer satisfaction in mobile applications to airline companies. In this context, five of the largest airlines operating in Turkey (Turkish Airlines, Pegasus, Atlasjet, AnadoluJet, SunExpress) were included in the study. Customer reviews in the Apple Store application of these companies were provided. On the other hand, these comments were analysed by data mining method using KNIME program. Thus, the single word, binary word and triple word groups were determined the most in these comments. These words were then categorized according to their respective fields. As a result, it has been determined that customers pay attention to the functionality in mobile applications. In addition, technical competence ranks second among customer expectations. In this context, airlines need to offer different services in the online application in order to increase customer satisfaction. For this purpose, it is important that customers can access different issues such as purchasing tickets, choosing seats, different payment methods and obtaining tickets through mobile applications. This will both increase the satisfaction of the customers and increase the performance of the companies.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 109.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Amado, A., Cortez, P., Rita, P., & Moro, S. (2018). Research trends on big data in marketing: A text mining and topic modeling based literature analysis. European Research on Management and Business Economics, 24(1), 1–7.

    Article  Google Scholar 

  • Ampofo, L., Collister, S., O’Loughlin, B., Chadwick, A., Halfpenny, P. J., & Procter, P. J. (2015). Text mining and social media: When quantitative meets qualitative and software meets people. In Innovations in digital research methods (pp. 161–192). Thousand Oaks, CA: Sage.

    Chapter  Google Scholar 

  • An, B., Chen, H., Park, N., & Subrahmanian, V. S. (2016, August). MAP: Frequency-based maximization of airline profits based on an ensemble forecasting approach. In Proceedings of the 22nd ACM SIGKDD International Conference on Knowledge Discovery and Data Mining (pp. 421–430). San Francisco, CA: ACM.

    Google Scholar 

  • Arun, T. M., Ul Akram, M., Singh, S., & Agarwal, S. (2017). Is low cost strategy in airlines sustainable? A comparative financial ratio analysis of low cost airline companies in India. In A. K. Singh (Ed.), Contemporary areas of management and finance. New Delhi: Galgotia Publishing Company.

    Google Scholar 

  • Ates, S. S., & Uzulmez, M. (2016). System analysis of airport capacity and slot coordination at Ataturk airport. Research Journal of Business and Management, 3(3), 248–256.

    Google Scholar 

  • Barrows, S. D. (2018). After the recent US airline mergers, did domestic airfares increase? International Review of Management and Marketing, 8(1), 1–8.

    Google Scholar 

  • Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied and dissatisfied hotel customers: Text mining of online hotel reviews. Journal of Hospitality Marketing & Management, 25(1), 1–24.

    Article  Google Scholar 

  • Borenstein, S. (2017). The evolution of US airline competition. In Low cost carriers (pp. 1–31). New York: Routledge.

    Google Scholar 

  • Boskou, G., Kirkos, E., & Spathis, C. (2018). Assessing internal audit with text mining. Journal of Information & Knowledge Management, 17(02), 1850020.

    Article  Google Scholar 

  • Bourjade, S., Huc, R., & Muller-Vibes, C. (2017). Leasing and profitability: Empirical evidence from the airline industry. Transportation Research Part A: Policy and Practice, 97, 30–46.

    Google Scholar 

  • Cadarso, L., Vaze, V., Barnhart, C., & Marín, Á. (2016). Integrated airline scheduling: Considering competition effects and the entry of the high speed rail. Transportation Science, 51(1), 132–154.

    Article  Google Scholar 

  • Camilleri, M. A. (2018). Aircraft operating costs and profitability. In Travel marketing, tourism economics and the airline product (pp. 191–204). Cham: Springer.

    Chapter  Google Scholar 

  • Cheng, Q., Li, T. M., Kwok, C. L., Zhu, T., & Yip, P. S. (2017). Assessing suicide risk and emotional distress in Chinese social media: A text mining and machine learning study. Journal of Medical Internet Research, 19(7), e243.

    Article  Google Scholar 

  • Dimas, P., Tafsir, R., Charles, A. N., Antonius, S., & Ariyaka, S. (2018). Fleet analysis for route Jakarta-Jeddah for Umrah flights based on total operating costs. Advances in Transportation and Logistics Research, 1(1), 986–995.

    Google Scholar 

  • Dinçer, H., Yüksel, S., & Şenel, S. (2018). Analyzing the global risks for the financial crisis after the great depression using comparative hybrid hesitant fuzzy decision-making models: Policy recommendations for sustainable economic growth. Sustainability, 109, 3126.

    Article  Google Scholar 

  • Dinçer, H., Yüksel, S., Eti, S., & Tula, A. (2019). Effects of demographic characteristics on business success: An evidence from Turkish banking sector. In Handbook of research on business models in modern competitive scenarios (pp. 304–324). Hershey, PA: IGI Global.

    Google Scholar 

  • Dizkirici, A. S., Topal, B., & Yaghi, H. (2016). Analyzing the relationship between profitability and traditional ratios: Major airline companies sample (Karlilik ve Geleneksel Oranlar Arasindaki Iliskinin Incelenmesi: Büyük Havayolu Sirketleri Örnegi) 1. Journal of Accounting, Finance and Auditing Studies, 2(2), 96.

    Google Scholar 

  • Elena, C. A. (2016). Social media—A strategy in developing customer relationship management. Procedia Economics and Finance, 39, 785–790.

    Article  Google Scholar 

  • Ersin, İ., & Karakeçe, E. (2020). Analysis of the effects of macroeconomic factors on entrepreneurship: An application on E7 countries. In Handbook of research on decision-making techniques in financial marketing (pp. 412–428). Hershey, PA: IGI Global.

    Chapter  Google Scholar 

  • Eti, S., Kalkavan, H., Dinçer, H., & Yüksel, S. (2020). Predicting the role of Islamic banking on sustainable economic development: An analysis for Turkey with ARIMA model. In Handbook of research on creating sustainable value in the global economy (pp. 146–164). Hershey, PA: IGI Global.

    Google Scholar 

  • Fageda, X., & Flores-Fillol, R. (2015). A note on optimal airline networks under airport congestion. Economics Letters, 128, 90–94.

    Article  Google Scholar 

  • Forsyth, P., & Guiomard, C. (2019). The economic approach to subsidies for foreign airlines. Journal of Air Transport Management, 74, 47–53.

    Article  Google Scholar 

  • García, S., & Cadarso, L. (2017). Airline re-fleeting managing revenues and maintenance operations. Transportation Research Procedia, 27, 1121–1128.

    Article  Google Scholar 

  • Ghazian, A., Hossaini, M. H., & Farsijani, H. (2016). The effect of customer relationship management and its significant relationship by customers’ reactions in LG Company. Procedia Economics and Finance, 36, 42–50.

    Article  Google Scholar 

  • Greco, F., & Polli, A. (2019). Emotional text mining: Customer profiling in brand management. International Journal of Information Management, 51, 101934.

    Article  Google Scholar 

  • Grimme, W., & Pabst, H. (2019). The evolution of air transport networks and impacts on shortest travel times between NUTS-3 regions–a case study for intra-European trips originating in Germany. Transportation Research Procedia, 37, 346–353.

    Article  Google Scholar 

  • Gudmundsson, S. V., Merkert, R., & Redondi, R. (2017). Cost functions and determinants of unit cost effects in horizontal airline M&As. Transportation Research Part A: Policy and Practice, 103, 444–454.

    Google Scholar 

  • Guerreiro, J., Rita, P., & Trigueiros, D. (2016). A text mining-based review of cause-related marketing literature. Journal of Business Ethics, 139(1), 111–128.

    Article  Google Scholar 

  • Hao, H., & Zhang, K. (2016). The voice of Chinese health consumers: A text mining approach to web-based physician reviews. Journal of Medical Internet Research, 18(5), e108.

    Article  Google Scholar 

  • Hazel, R. (2018). Airline capacity discipline in the US domestic market. Journal of Air Transport Management, 66, 76–86.

    Article  Google Scholar 

  • Helleloid, D., Nam, S. H., Schultz, P., & Vitton, J. (2015). The US airline industry in 2015. Journal of the International Academy for Case Studies, 21(5), 113.

    Google Scholar 

  • Heshmati, A., & Kim, J. (2016a). A review of the airline industry. In Efficiency and competitiveness of international airlines (pp. 51–73). Singapore: Springer.

    Chapter  Google Scholar 

  • Heshmati, A., & Kim, J. (2016b). Survey of studies on airlines and their efficiencies. In Efficiency and competitiveness of international airlines (pp. 15–50). Singapore: Springer.

    Chapter  Google Scholar 

  • ICAO. (2018). https://www.icao.int/annual-report-2018/Pages/the-world-of-air-transport-in-2018.aspx

  • Ivaldi, M., & Toru-Delibaşı, T. (2018). Competitive impact of the air ticket levy on the European airline market. Transport Policy, 70, 46–52.

    Article  Google Scholar 

  • Jackson, J. (2016). Airline finance. In Air transport management: An international perspective (p. 169). London: Routledge.

    Google Scholar 

  • Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80–88.

    Article  Google Scholar 

  • Jonnagaddala, J., Liaw, S. T., Ray, P., Kumar, M., Chang, N. W., & Dai, H. J. (2015). Coronary artery disease risk assessment from unstructured electronic health records using text mining. Journal of Biomedical Informatics, 58, S203–S210.

    Article  Google Scholar 

  • Jorge-Calderón, D. (2016). Aviation investment: Economic appraisal for airports, air traffic management, airlines and aeronautics. London: Routledge.

    Book  Google Scholar 

  • Kalkavan, H. (2020). The importance of ethics and corporate social responsibility in financial markets: A literature review and recommendations for ethical and Islamic banking. In Handbook of research on decision-making techniques in financial marketing (pp. 172–186). Hershey, PA: IGI Global.

    Chapter  Google Scholar 

  • Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97.

    Article  Google Scholar 

  • Kazi, N., & Kahanda, I. (2019). Automatically generating psychiatric case notes from digital transcripts of doctor-patient conversations using text mining. PeerJ Preprints. https://doi.org/10.7287/peerj.preprints.27497v2.

  • Kenan, N., Jebali, A., & Diabat, A. (2018). An integrated flight scheduling and fleet assignment problem under uncertainty. Computers & Operations Research, 100, 333–342.

    Article  Google Scholar 

  • Khadjeh Nassirtoussi, A., Aghabozorgi, S., Ying Wah, T., & Ngo, D. C. L. (2015). Text mining of news-headlines for FOREX market prediction. Expert Systems with Applications: An International Journal, 42(1), 306–324.

    Article  Google Scholar 

  • Khairat, G. M. (2017). The balanced scorecard approach as a tool for performance evaluation in the airline companies. International Journal of Heritage, Tourism, and Hospitality, 10(2/2), 47–64.

    Google Scholar 

  • Klemettinen, J. (2016). Corporate responsibility in airline industry procurement: Case: Finnair Oyj.

    Google Scholar 

  • Korkeamäki, T., Liljeblom, E., & Pfister, M. (2016). Airline fuel hedging and management ownership. The Journal of Risk Finance, 17(5), 492–509.

    Article  Google Scholar 

  • Krishna, G. J., & Ravi, V. (2016). Evolutionary computing applied to customer relationship management: A survey. Engineering Applications of Artificial Intelligence, 56, 30–59.

    Article  Google Scholar 

  • Lau, H., Nakandala, D., Samaranayake, P., & Shum, P. (2016). A hybrid multi-criteria decision model for supporting customer-focused profitability analysis. Industrial Management & Data Systems, 116(6), 1105–1130.

    Article  Google Scholar 

  • Li, Y., Huang, J., & Song, T. (2019). Examining business value of customer relationship management systems: IT usage and two-stage model perspectives. Information & Management, 56(3), 392–402.

    Article  Google Scholar 

  • Lopes, I. T., Ferraz, D. P., & Rodrigues, A. M. G. (2016). The drivers of profitability in the top 30 major airlines worldwide. Measuring Business Excellence, 20(2), 26–37.

    Article  Google Scholar 

  • Lordan, O., Sallan, J. M., Escorihuela, N., & Gonzalez-Prieto, D. (2016). Robustness of airline route networks. Physica A: Statistical Mechanics and Its Applications, 445, 18–26.

    Article  Google Scholar 

  • Lucini, F. R., Fogliatto, F. S., da Silveira, G. J., Neyeloff, J. L., Anzanello, M. J., Kuchenbecker, R. D. S., & Schaan, B. D. (2017). Text mining approach to predict hospital admissions using early medical records from the emergency department. International Journal of Medical Informatics, 100, 1–8.

    Article  Google Scholar 

  • Madsen, M. (2018). The impact of frequent flier programs on ticket fares in the Norwegian domestic airline market using a multiple linear regression model. Master’s thesis, NTNU.

    Google Scholar 

  • Mahmood, H. T., Bhatti, I. A., & Hussain, T. (2018). Quality enhancement through hybrid skill management concept for multi-type aircraft Fleet. Mehran University Research Journal of Engineering and Technology, 37(3), 581–594.

    Article  Google Scholar 

  • Mahtani, U. S., & Garg, C. P. (2018). An analysis of key factors of financial distress in airline companies in India using fuzzy AHP framework. Transportation Research Part A: Policy and Practice, 117, 87–102.

    Google Scholar 

  • McLean, G., & Wilson, A. (2019). Shopping in the digital world: Examining customer engagement through augmented reality mobile applications. Computers in Human Behavior, 101, 210–224.

    Article  Google Scholar 

  • McTaggart, S., Nangle, C., Caldwell, J., Alvarez-Madrazo, S., Colhoun, H., & Bennie, M. (2018). Use of text-mining methods to improve efficiency in the calculation of drug exposure to support pharmacoepidemiology studies. International Journal of Epidemiology, 47(2), 617–624.

    Article  Google Scholar 

  • Mehdibeigi, N., Dehghani, M., & Mohammad Yaghoubi, N. (2016). Customer knowledge management and organization’s effectiveness: explaining the mediator role of organizational agility. Procedia – Social and Behavioral Sciences, 230, 94–103.

    Article  Google Scholar 

  • Méndez, N. (2017). Common-sized financial statements in the retail and airline industries in Colombia. Doctoral dissertation.

    Google Scholar 

  • Mishra, V., & Bisht, S. S. (2013). Mobile banking in a developing economy: A customer-centric model for policy formulation. Telecommunications Policy, 37(6–7), 503–514.

    Article  Google Scholar 

  • Moro, S., Cortez, P., & Rita, P. (2015). Business intelligence in banking: A literature analysis from 2002 to 2013 using text mining and latent Dirichlet allocation. Expert Systems with Applications, 42(3), 1314–1324.

    Article  Google Scholar 

  • Nasution, R. A., Sembada, A. Y., Miliani, L., Resti, N. D., & Prawono, D. A. (2014). The customer experience framework as baseline for strategy and implementation in services marketing. Procedia – Social and Behavioral Sciences, 148, 254–261.

    Article  Google Scholar 

  • Nikhashemi, S. R., Tarofder, A. K., Gaur, S. S., & Haque, A. (2016). The effect of customers’ perceived value of retail store on relationship between store attribute and customer brand loyalty: Some insights from Malaysia. Procedia Economics and Finance, 37, 432–438.

    Article  Google Scholar 

  • Noh, H., Jo, Y., & Lee, S. (2015). Keyword selection and processing strategy for applying text mining to patent analysis. Expert Systems with Applications, 42(9), 4348–4360.

    Article  Google Scholar 

  • O’Connell, J. F., & Heinz, S. (2017). The evolution of African airline business models. In The economics and political economy of African air transport (pp. 117–136). New York: Routledge.

    Google Scholar 

  • Oancea, O. (2018). Humans in airline revenue and pricing management: Finding the best decision makers. Journal of Revenue and Pricing Management, 17(3), 1–5.

    Google Scholar 

  • Oliveira, A. V. (2017). An empirical model of low-cost carrier entry. In Low cost carriers (pp. 89–112). New York: Routledge.

    Chapter  Google Scholar 

  • Öztürk, N., & Ayvaz, S. (2018). Sentiment analysis on Twitter: A text mining approach to the Syrian refugee crisis. Telematics and Informatics, 35(1), 136–147.

    Article  Google Scholar 

  • Pamungkas, D. P., & Suhadak, S. (2017). The effect of jet fuel price and macroeconomics variables on profitability of airline industry in Asia (Study at airline companies in Indonesia, India, and China period 2006–2015). Jurnal Administrasi Bisnis, 50(3), 208–217.

    Google Scholar 

  • Parise, G. (2018). Threat of entry and debt maturity: Evidence from airlines. Journal of Financial Economics, 127(2), 226–247.

    Article  Google Scholar 

  • Peterson, R. (2018). Impacts of airline deregulation. TR News, 315.

    Google Scholar 

  • Piccoli, G., Lui, T. W., & Grün, B. (2017). The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance. Tourism Management, 59, 349–362.

    Article  Google Scholar 

  • Prabhu, G. N. (2016). Creating an effective configuration for an airline in the Indian market.

    Google Scholar 

  • Pyke, D., & Sibdari, S. (2018). Risk management in the airline industry. In Finance and risk management for international logistics and the supply chain (pp. 293–315). Amsterdam: Elsevier.

    Chapter  Google Scholar 

  • Qiu, D., Dinçer, H., Yüksel, S., & Ubay, G. G. (2020). Multi-faceted analysis of systematic risk-based wind energy investment decisions in E7 economies using modified hybrid modeling with IT2 fuzzy sets. Energies, 13(6), 1423.

    Article  Google Scholar 

  • Ravikumar, B. V. (2015). Measuring service quality on the Indian international airline service industry-with reference to South India. International Journal of Informative and Futuristic Research, 2(5), 1236–1243.

    Google Scholar 

  • Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11–13.

    Article  Google Scholar 

  • Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.

    Article  Google Scholar 

  • Salloum, S. A., Al-Emran, M., Monem, A. A., & Shaalan, K. (2017). A survey of text mining in social media: facebook and twitter perspectives. Advances in Science, Technology and Engineering Systems Journal, 2(1), 127–133.

    Article  Google Scholar 

  • San-Martín, S., Jiménez, N. H., & López-Catalán, B. (2016). The firms benefits of mobile CRM from the relationship marketing approach and the TOE model. Spanish Journal of Marketing – ESIC, 20(1), 18–29.

    Article  Google Scholar 

  • Scheffler, J. (2018). The relationship of service quality and customer satisfaction in the airline industry and the moderating effect of the airline type.

    Google Scholar 

  • Scotti, D., Dresner, M., & Martini, G. (2016). Baggage fees, operational performance and customer satisfaction in the US air transport industry. Journal of Air Transport Management, 55, 139–146.

    Article  Google Scholar 

  • Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passenger: A text mining approach to understand customer satisfaction. Journal of Air Transport Management, 77, 65–74.

    Article  Google Scholar 

  • Shen, J., & Tang, C. (2018). How does training improve customer service quality? The roles of transfer of training and job satisfaction. European Management Journal, 36(6), 708–716.

    Article  Google Scholar 

  • SHGM. (2018). http://web.shgm.gov.tr/documents/sivilhavacilik/files/pdf/kurumsal/faaliyet/2018.pdf

  • Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), 237–246.

    Article  Google Scholar 

  • Stepanyan, A. (2018). Altman’s Z-score in the airline business. Case study of major US carriers. Are they potential bankruptcy candidates? International Journal of Advances in Management and Economics, 3(1), 16–24.

    Google Scholar 

  • Thakur, R., & Workman, L. (2016). Customer portfolio management (CPM) for improved customer relationship management (CRM): Are your customers platinum, gold, silver, or bronze? Journal of Business Research, 69(10), 4095–4102.

    Article  Google Scholar 

  • Theis, H., McGann, K., Sarbo, M., Holcomb, N., Lindsay, G., & LeSeige, E. (2016). Increasing profitability in the passenger airline sector: A case of two airlines.

    Google Scholar 

  • Tobback, E., Naudts, H., Daelemans, W., de Fortuny, E. J., & Martens, D. (2018). Belgian economic policy uncertainty index: Improvement through text mining. International Journal of Forecasting, 34(2), 355–365.

    Article  Google Scholar 

  • Ulutas, B. H. (2018). Efficiency analysis of airports in Turkey considering environmental effects. The Central European Review of Economics and Management, 2(1), 65–78.

    Article  Google Scholar 

  • Vasigh, B. (2017). Introduction to air transport economics: From theory to applications. Aldershot: Routledge.

    Book  Google Scholar 

  • Vega, D. J. G., Pamplona, D. A., & Oliveira, A. V. (2016). Assessing the influence of the scale of operations on maintenance costs in the airline industry. Journal of Transport Literature, 10(3), 10–14.

    Article  Google Scholar 

  • Wanke, P., Barros, C. P., & Chen, Z. (2015). An analysis of Asian airlines efficiency with two-stage TOPSIS and MCMC generalized linear mixed models. International Journal of Production Economics, 169, 110–126.

    Article  Google Scholar 

  • Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2019). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420–430.

    Google Scholar 

  • Xu, X., & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–69.

    Article  Google Scholar 

  • Yan, W., Cui, Z., & Gil, M. J. Á. (2016). Assessing the impact of environmental innovation in the airline industry: An empirical study of emerging market economies. Environmental Innovation and Societal Transitions, 21, 80–94.

    Article  Google Scholar 

  • Yan, Y., Huang, C., Wang, Q., & Hu, B. (2020). Data mining of customer choice behavior in internet of things within relationship network. International Journal of Information Management, 50, 566–574.

    Article  Google Scholar 

  • Yang, D., Kleissl, J., Gueymard, C. A., Pedro, H. T., & Coimbra, C. F. (2018a). History and trends in solar irradiance and PV power forecasting: A preliminary assessment and review using text mining. Solar Energy, 168, 60–101.

    Article  Google Scholar 

  • Yang, H., Zhang, Q., & Wang, Q. (2018b). Airline deregulation, market competition, and impact of high-speed rail on Airlines in China. In Airline economics in Asia (pp. 79–101). Bingley: Emerald Publishing.

    Google Scholar 

  • Yüksel, S., & Ubay, G. G. (2020). Identifying the influencing factors of renewable energy consumption in Turkey with MARS methodology. Ekonomi İşletme ve Maliye Araştırmaları Dergisi, 2(1), 1–14.

    Google Scholar 

  • Zhang, Y. (2016, May). Financial analysis report of Easyjet Airline Co., Ltd vs. US Airways Group. In 2016 International Conference on Economy, Management and Education Technology. Paris: Atlantis Press.

    Google Scholar 

  • Zhu, J. N., Lam, L. W., & Lai, J. Y. (2019). Returning good for evil: A study of customer incivility and extra-role customer service. International Journal of Hospitality Management, 81, 65–72.

    Article  Google Scholar 

  • Zou, L., Yu, C., & Dresner, M. (2015). Fleet standardisation and airline performance. Journal of Transport Economics and Policy, 49(1), 149–166.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Vocational School, İstanbul Medipol University, İstanbul, Turkey

    Serkan Eti

  2. The School of Business, İstanbul Medipol University, İstanbul, Turkey

    Filiz Mızrak

Authors
  1. Serkan Eti
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Filiz Mızrak
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Serkan Eti .

Editor information

Editors and Affiliations

  1. Istanbul Medipol University, Kadiköy, Istanbul, Turkey

    Hasan Dincer

  2. Istanbul Medipol University, Besiktas, Istanbul, Turkey

    Serhat Yüksel

Rights and permissions

Reprints and permissions

Copyright information

© 2020 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Eti, S., Mızrak, F. (2020). Analysing Customer Satisfaction of Civil Aviation Companies of Turkey with Text Mining. In: Dincer, H., Yüksel, S. (eds) Strategic Outlook for Innovative Work Behaviours. Contributions to Management Science. Springer, Cham. https://doi.org/10.1007/978-3-030-50131-0_2

Download citation

Publish with us

Policies and ethics

Search

Navigation