A study on airport and airline service cooperation strategies through text analysis

Abstract

In this study, we tried to explore the service cooperation strategy of airports and airlines, which are the key players in the aviation service industry, from the perspective of consumers. For this purpose, review data were collected from airport users and airline customers, and text mining techniques were used to identify service keywords for both the airport and the airline. Then, the importance of each keyword was measured by using a network analysis. The service coordination strategies of the two entities were explored by analyzing the service matrix for airports and airlines based on the derived core services and their importance. The analysis results are summarized as follows: First, customer’s text mining was able to identify core services of airports and airlines from the customer’s point of view. Second, the connectivity between airports and airline service factors can be grasped. Third, a service strategy for cooperation between airports and airlines is required for service cooperation by importance level. ? 2018 The Korean Physical Society. All Rights Reserved.