Measuring Service Quality From Unstructured Data: A Topic Modeling Application on Airline Passengers’ Online Reviews

Expert Systems with Applications, Forthcoming

46 Pages Posted: 10 Oct 2018

See all articles by Nikolaos Korfiatis

Nikolaos Korfiatis

University of East Anglia (UEA) - Norwich Business School

Panagiotis Stamolampros

University of East Anglia (UEA) - Norwich Business School

Panos Kourouthanassis

Ionian University - Department of Informatics

Vasileios Sagiadinos

Athens University of Economics and Business - Department of Accounting and Finance

Date Written: September 16, 2018

Abstract

Service quality is a multi-dimensional construct which is not accurately measured by aspects deriving from numerical ratings and their associated weights. Extant literature in the expert and intelligent systems examines this issue by relying mainly on such constrained information sets. In this study, we utilize online reviews to show the information gains from the consideration of factors identified from topic modeling of unstructured data which provide a flexible extension to numerical scores to understand customer satisfaction and subsequently service quality. When numerical and textual features are combined, the explained variation in overall satisfaction improves significantly. We further present how such information can be of value for firms for corporate strategy decision-making when incorporated in an expert system that acts as a tool to perform market analysis and assess their competitive performance. We apply our methodology on airline passengers’ online reviews using Structural Topic Models (STM), a recent probabilistic extension to Latent Dirichlet Allocation (LDA) that allows the incorporation of document level covariates. This innovation allows us to capture dominant drivers of satisfaction along with their dynamics and interdependencies. Results unveil the orthogonality of the low-cost aspect of airline competition when all other service quality dimensions are considered, thus explaining the success of low-cost carriers in the airline market.

Keywords: Electronic WOM, Unstructured Data, Service Quality, Correspondence Analysis, Structural Topic Model

Suggested Citation

Korfiatis, Nikolaos and Stamolampros, Panagiotis and Kourouthanassis, Panos and Sagiadinos, Vasileios, Measuring Service Quality From Unstructured Data: A Topic Modeling Application on Airline Passengers’ Online Reviews (September 16, 2018). Expert Systems with Applications, Forthcoming. Available at SSRN: https://ssrn.com/abstract=3250489

Nikolaos Korfiatis (Contact Author)

University of East Anglia (UEA) - Norwich Business School ( email )

Norwich
NR4 7TJ
United Kingdom

Panagiotis Stamolampros

University of East Anglia (UEA) - Norwich Business School ( email )

Norwich
NR4 7TJ
United Kingdom

Panos Kourouthanassis

Ionian University - Department of Informatics ( email )

Plateia Tsirigoti 7
Corfu, 49100
Greece

Vasileios Sagiadinos

Athens University of Economics and Business - Department of Accounting and Finance ( email )

76 Patission Street
GR-104 34 Athens
Greece

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