Hye-Jin Kwon
Current Organizations / Institutes
The organizations/institutes from the scholar's latest article
Research Interests
Hye-Jin Kwon has a total of 3 co-authors. Here are the top co-authors by number of shared publications:
- Hak-Seon Kim
Office of International Affairs, Pukyong National University, Busan 48513, Republic of Korea
1 shared publication - Hyun-Jeong Ban
School of Global Studies, Kyungsung University, Busan 48434, Korea
1 shared publication - Jae-Kyoon Jun
Division of Business Administration, Pukyong National University, Busan 48513, Korea
1 shared publication
Latest Publications
- Top Cited PapersOpen Access
- 12 February 2021
- Published by MDPI AG in Information
- Vol. 12 (2) , 78
Topic Modeling and Sentiment Analysis of Online Review for Airlines
The purpose of this study is to conduct topic modeling and sentiment analysis on the posts of Skytrax (airlinequality.com), where there are many interests and participation of the people who have used or are willing to use it for airlines. The purpose of people gathering at Skytrax is to make better choices using the actual experiences of other customers who have experienced airlines. Online reviews written by customers with experience using airlines in Asia were collected. The data collected were online reviews from 27 airlines, with more than 14,000 reviews. Topic modeling and sentiment analysis were used with the collected data to figure out what kinds of important words are in the online reviews. As a result of the topic modeling, ‘seat’, ‘service’, and ‘meal’ were significant issues in the flight through frequency analysis. Additionally, the result revealed that delay was the main issue, which can affect customer dissatisfaction while ‘staff service’ can make customers satisfied through sentiment analysis as the result shows the ‘staff service’ with meal and food in the topic modeling.
- 12 February 2021
- Published by MDPI AG in Information
- Vol. 12 (2) , 78
Top Cited PapersOpen AccessTopic Modeling and Sentiment Analysis of Online Review for Airlines
The purpose of this study is to conduct topic modeling and sentiment analysis on the posts of Skytrax (airlinequality.com), where there are many interests and participation of the people who have used or are willing to use it for airlines. The purpose of people gathering at Skytrax is to make better choices using the actual experiences of other customers who have experienced airlines. Online reviews written by customers with experience using airlines in Asia were collected. The data collected were online reviews from 27 airlines, with more than 14,000 reviews. Topic modeling and sentiment analysis were used with the collected data to figure out what kinds of important words are in the online reviews. As a result of the topic modeling, ‘seat’, ‘service’, and ‘meal’ were significant issues in the flight through frequency analysis. Additionally, the result revealed that delay was the main issue, which can affect customer dissatisfaction while ‘staff service’ can make customers satisfied through sentiment analysis as the result shows the ‘staff service’ with meal and food in the topic modeling.