Evaluating Airline Service Quality Through the Comprehensive Text-mining and TOPSIS-VIKOR-AISM Analysis

Abstract: Service quality rankings are pivotal for maintaining sustainability in the fiercely competitive airline industry. However, prior research in this domain has often fallen short in aspects of sample size, efficiency, and dependability. This study introduces refined insights into this area and establishes a comprehensive, yet highly elucidative, ranking framework. Initially, we employ Latent Semantic Analysis (LSA) to distill principal themes and sentiments from online reviews of 80 airlines. Subsequently, we utilize the SentiWordNet lexicon and the TextBlob package for conducting sentiment analysis based on these reviews. Following this, we construct a hierarchical structure using the computation of compromise solutions, employing an integrated Technique for Order Preference by Similarity to Ideal Solution, vis-`a-vis Kriterijumska Optimizacija I Kompromisno Resenje-Adversarial Interpretive Structural Model (TOPSIS-VIKOR-AISM) methodology. Beyond aiding consumer decision-making and fostering airline growth, this study contributes novel viewpoints on evaluating the efficacy of airlines and other sectors.