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- W320131082 abstract "The World Airport Award is an internationally-renowned passenger satisfaction award bestowed by the British consultancy firm Skytrax. However, only a small percentage of the world’s airports are actually audited and ranked for the Skytrax award. This study investigates the possibility of using customers' reviews to predict Skytrax audit scores as an alternative way of ranking the remaining 97% of airports. The authors investigate the population of 20 airports that obtained a Skytrax rating for 2010. Six variables per airport were obtained or calculated, including Skytrax official rating, customer review scoring, customer rating, satisfaction with queuing, satisfaction with cleanliness and satisfaction with facilities. The customer-based variables were used as predictors and the Skytrax rating was used as the criterion variable in a regression analysis. The regression formula retained correlates highly with the criterion variable, accounting for 58% of its variance. The regression model used in this study may help Skytrax re-engineer customer reviews to be used as ranking benchmarks instead of, or together with, audits. This would help Skytrax cover a larger percentage of airports, making the quality scores more informative and less biased." @default.
- W320131082 created "2016-06-24" @default.
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- W320131082 date "2011-07-01" @default.
- W320131082 modified "2023-09-27" @default.
- W320131082 title "Predicting Skytrax Airport Rankings from Customer Reviews" @default.
- W320131082 hasPublicationYear "2011" @default.
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