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Monitoring Airport Service Quality: A Complementary Approach To Measure Perceived Service Quality Using Online Reviews, Kiljae Lee, Chunyan Yu
Monitoring Airport Service Quality: A Complementary Approach To Measure Perceived Service Quality Using Online Reviews, Kiljae Lee, Chunyan Yu
Chunyan Yu
Based on 42,063 airport reviews collected from Google Maps, we conducted a sentiment analysis and a topic modeling. We showed that the sentiment scores computed from textual reviews are good estimates of their paired star-ratings (r=0.63, p<0.01). Next, using the LDA (Latent Dirichlet Allocation), we extracted latent topics from the textual reviews and compared them with the standard categories utilized in the Airport Service Quality survey (ASQ). The topics extracted from reviews correspond well with the categories used in ASQ. We, in turn, compared the online ratings with the ratings annually updated by ASQ. While online reviews discuss almost identical topics with those of ASQ, the correlation between the ratings from two was weak (r=0.2). We suggest that the text mining approach using online reviews not only provides an inexpensive, dynamic, and locally customizable means of monitoring airport quality but also complements the standard survey by offering an alternative metric. ><0.01). Next, using the LDA (Latent Dirichlet Allocation), we extracted latent topics from the textual reviews and compared them with the standard categories utilized in the Airport Service Quality survey (ASQ). The topics extracted from reviews correspond well with the categories used in ASQ. We, in turn, compared the online ratings with the ratings annually updated by ASQ. While online reviews discuss almost identical topics with those of ASQ, the correlation between the ratings from two was weak (r=0.2). We suggest that the text mining approach using online reviews not only provides an inexpensive, dynamic, and locally customizable means of monitoring airport quality but also complements the standard survey by offering an alternative metric.
Editorial: Selected Papers From The 18th Air Transport Research Society World Conference, Bordeaux (France), 2014, Chunyan Yu, Seock-Jin Hong
Editorial: Selected Papers From The 18th Air Transport Research Society World Conference, Bordeaux (France), 2014, Chunyan Yu, Seock-Jin Hong
Chunyan Yu
The 18th Air Transport Research Society World Conference (ATRS) was held in Bordeaux, France, from July 17 to July 20, 2014. The conference attracted some 347 participants, and 321 papers were presented. The guest editors have selected six papers to be included in this special issue. These papers cover a wide range of topics presented and discussed at the conference and offer important contribution to the literature on air transport.
Is It Worth It To Host A Mega-Sport Event?, William Baker, Nicholas Woolley, Mark Stater
Is It Worth It To Host A Mega-Sport Event?, William Baker, Nicholas Woolley, Mark Stater
William Baker
Honorqq - Bandarq Online - Domino99 - Agen Judi Online, Bella Lee
Honorqq - Bandarq Online - Domino99 - Agen Judi Online, Bella Lee
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Leading From The Center Out: The Joint Library Services Leadership Team At James Madison University, K.T. L. Vaughan, Kristen S. Shuyler, Kelly N. Miller-Martin, Erika Peterson
Leading From The Center Out: The Joint Library Services Leadership Team At James Madison University, K.T. L. Vaughan, Kristen S. Shuyler, Kelly N. Miller-Martin, Erika Peterson
Kristen S. Shuyler
In a system with multiple service points, how can leadership work together to keep the library as a whole relevant and central to students? James Madison University Libraries created the Joint Library Services Leadership Team, which works outside traditional departmental silos to provide coherent, consistent, and collaborative services regardless of location.
Three major service points of James Madison University Libraries, the two main library circulation/reference departments and the media resources center, have historically been both physically and philosophically separate from each other. Although the departments shared common goals of providing excellent student learning-focused services, they did not systematically work together …
Finnigan Thesis Final.Pdf, Alicia Finnigan
Finnigan Thesis Final.Pdf, Alicia Finnigan
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Passport To Student Engagement, Eric A. Kowalik, Elisa Coghlan, Kate Otto, Taylor Ralph
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