An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis

With the increase in airport alternatives and airport service variation, passengers' perception of the airport experience has changed. By working with consumer experience through customer reviews, this study aims to define customer experiences and expectations. Topic modeling and sentiment analysis are applied to 1224 passengers' comments on the top 10 airports collected from Skytrax. Ten topics consisting of baggage claim, immigration process, access gates, procedures at the airport, leisure activities, employee service, transfer/transit amenities, terminal facilities, passport control, ambient conditions are identified. With a few exceptions, positive sentiments have been obtained for these topics. Finally, managerial implications and limitations are shared.