Review
Open access
Oct 2026
Beyond Brand Ranking: A Sentiment Analysis and Topic Modeling Approach to Measuring Customer Experience in the Airline Industry
The present study aims to evaluate how brand performance is reflected in customer perceptions by analyzing airline passenger reviews. In order to measure customer satisfaction and service quality, sentiment analysis and topic modelling techniques were employed. A comprehensive analysis of online reviews from five major...
Hale Tuğçe Karakoç, Hilal Memiş Kamacı, Ö. Kahraman et al.
· Uluslararası Ekonomi ve Yeni... · 0 citations