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- W3111691055 abstract "This study explores key determinants of airline satisfaction outcome by integrating two sources of online reviews from web-craping and text mining to determine service outcomes of the airline industry during COVID-19 pandemic Text analysis technique provides information to characterize features on how passengers evaluate attributes of service between high and low ratings and generate summary of frequent text comments (WordCloud) The results suggested that satisfied passengers are seeking for empathy and responsiveness services, while negative comments suggested frequent complaints of poor operations dimensions such as computer glitch and flight cancellations © 2020 ACM" @default.
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- W3111691055 date "2020-01-01" @default.
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- W3111691055 title "Critical service recovery scheme during COVID-19 pandemic: An analysis from online text comments" @default.
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