Performance Analysis for Passenger Satisfaction of Kuala Lumpur International Airport

DOI

10.2991/978-94-6463-014-5_23How to use a DOI?

Keywords

Kuala Lumpur International Airport; Logistic Regression; Text Mining Technique; Sentiment Analysis

Abstract

Kuala Lumpur International Airport (KLIA) serves as the country’s primary international gateway, providing the first impression to airport users and visitors. It also provides incomparable benefits to Malaysia’s economy, such as tourism. Therefore, the airport requires to focus on the passenger’s experience and satisfaction to deliver better service and meet their expectations. The objectives were to determine the association between the service quality of the airport and KLIA passenger’s recommendation by Chi-square test, the passenger’s recommendation based on the airport services quality by logistic regression, and the KLIA passenger’s satisfaction and experience through the passenger’s online review to be investigated by text mining technique, word cloud and sentiment analysis. The data used in this study were collected from August 2015 to February 2021 through the Skytrax website. The results showed an association between the eight distinct types of service quality of airports and passenger recommendations in KLIA by using the Chi-square test. Bayesian Information Criterion shows that the six variables model were significant to the KLIA passenger recommendation to another passenger whether it is a satisfying airport. Moreover, the term “staff” was the most frequently occurring word among the passenger reviews by using text mining techniques. Based on the sentiment analysis, the passenger reviews were more likely to be the neutral sentiment. Hence, it is recommended to place a smiley box in each toilet and ask people to rate the cleanliness of that specific toilet rather than the entire restroom, as it increases practical usability by reducing the number of contradictories votes each time interval.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Khuneswari Gopal Pillay
AU  - Wei Xiang Saw
PY  - 2022
DA  - 2022/12/12
TI  - Performance Analysis for Passenger Satisfaction of Kuala Lumpur International Airport
BT  - Proceedings of the International Conference on Mathematical Sciences and Statistics 2022 (ICMSS 2022)
PB  - Atlantis Press
SP  - 241
EP  - 254
SN  - 2352-538X
UR  - https://doi.org/10.2991/978-94-6463-014-5_23
DO  - 10.2991/978-94-6463-014-5_23
ID  - Pillay2022
ER  -