Social media as a tool for airline service quality assessment

dc.contributor.authorBuday, Adam
dc.contributor.authorBadánik, Benedikt
dc.date.accessioned2023-11-16T13:32:30Z
dc.date.available2023-11-16T13:32:30Z
dc.date.issued2023
dc.description.abstractOur study investigates the perception of service quality of 12 airlines by using a mixed-method approach that consists of numerical analysis of key performance indicators (KPIs) and qualitative examination of Twitter customer service. Our findings reveal that Twitter is the most popular social media platform in the airline industry, with U.S.-based airlines being the most active. The analysis of customer feedback on Twitter showed noticeable differences between full-service and low-cost carriers, with the former receiving more complaints regarding booking and in-flightservice quality, and the latter receiving more complaints regarding delayed or cancelled flights and poor customer service. Overall, our research provides valuable insights into the significance of social media as a tool for promotional activities and customer service, while highlighting common issues in service quality perception by airline customers.en_US
dc.identifier.doihttps://doi.org/10.26552/pas.Z.2023.2.05
dc.identifier.urihttp://drepo.uniza.sk/handle/hdluniza/974
dc.language.isoenen_US
dc.publisherUniversity of Žilinaen_US
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectairlinesen_US
dc.subjectsocial mediaen_US
dc.subjectservice qualityen_US
dc.subjectkey performance indicatorsen_US
dc.titleSocial media as a tool for airline service quality assessmenten_US
dc.typeConference paperen_US

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