Transforming Customer Experience in the Airline Industry: A Comprehensive Analysis of Twitter Sentiments Using Machine Learning and Association Rule Mining

【类型】期刊

【作者】Maliha Tayaba  Eftekhar Hossain Ayon  Md Tuhin Mia  Malay Sarkar  Rejon Kumar Ray  Md Salim Chowdhury  Md Al Imran  Nur Nobe  Bishnu Padh Ghosh  MD Tanvir Islam  Aisharyja Roy Puja 

【刊名】Journal of Computer Science and Technology Studies

【摘要】The airline industry places significant emphasis on improving customer experience, and Twitter has emerged as a key platform for passengers to share their opinions. This research introduces a machine learning approach to analyze tweets and enhance customer experience. Features are extracted from tweets using both the Glove dictionary and n-gram methods for word embedding. The study explores various artificial neural network (ANN) architectures and Support Vector Machines (SVM) to create a classification model for categorizing tweets into positive and negative sentiments. Additionally, a Convolutional Neural Network (CNN) is developed for tweet classification, and its performance is compared with the most accurate model identified among SVM and multiple ANN architectures. The results indicate that the CNN model surpasses the SVM and ANN models. To provide further insights, association rule mining is applied to different tweet categories, revealing connections with sentiment categories. These findings offer valuable information to help airline industries refine and enhance their customer experience strategies.

【年份】2023

【作者单位】Department of Computer Science, University of South Dakota, Vermillion, South Dakota, USA;Department of Computer & Info Science, Gannon University, Erie, Pennsylvania, USA;School of Business, International American University, Los Angeles, California, USA;Department of Management Science and Quantitative Methods, Gannon University, USA;Department of Business Analytics Business Analytics, Gannon University, USA;College of Graduate and Professional Studies Trine University, USA;Department of Healthcare Management, Saint Francis College, Brooklyn, New York, USA;Department of Computer Science, Monroe College, New Rochelle, New York, USA

【期号】4

【页码】194-202