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 Skytrax (airlinequality.com), where there are many interests participation people who have used or willing use it for airlines. gathering at make better choices using actual experiences other customers experienced Online reviews written by with experience airlines in Asia were collected. data collected online from 27 airlines, more than 14,000 reviews. Topic figure out what kinds important words As a result modeling, ‘seat’, ‘service’, ‘meal’ significant issues flight through frequency analysis. Additionally, revealed that delay was main issue, which can affect customer dissatisfaction while ‘staff service’ satisfied as shows meal food modeling.