Analysing customer satisfaction of civil aviation companies of Turkey with text mining

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dc.authorid0000-0002-4791-4091
dc.authorid0000-0002-3472-394X
dc.contributor.authorEti, Serkan
dc.contributor.authorMızrak, Filiz
dc.date.accessioned2020-12-18T12:19:51Z
dc.date.available2020-12-18T12:19:51Z
dc.date.issued2020
dc.departmentİstanbul Medipol Üniversitesi, İMÜ Meslek Yüksekokulu, Bilgisayar Programcılığı Ana Bilim Dalı
dc.departmentİstanbul Medipol Üniversitesi, Sosyal Bilimler Meslek Yüksekokulu, İşletme Yönetimi Ana Bilim Dalı
dc.description.abstractThis 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.
dc.identifier.citationEti, S. ve Mızrak, F. (2020). Analysing customer satisfaction of civil aviation companies of Turkey with text mining. Contributions to Management Science içinde (21-41. ss.). Springer. https://dx.doi.org/10.1007/978-3-030-50131-0_2
dc.identifier.doi10.1007/978-3-030-50131-0_2
dc.identifier.endpage41
dc.identifier.issn1431-1941
dc.identifier.scopusqualityN/A
dc.identifier.startpage21
dc.identifier.urihttps://dx.doi.org/10.1007/978-3-030-50131-0_2
dc.identifier.urihttps://hdl.handle.net/20.500.12511/6102
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherSpringer
dc.relation.ispartofContributions to Management Scienceen_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararası
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectAnalysing Customer
dc.subjectCivil Aviation
dc.subjectTurkey
dc.titleAnalysing customer satisfaction of civil aviation companies of Turkey with text mining
dc.typeBook Chapter

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