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March 1, 2026Journal of AviationOpen Access

Examining Consumer Reviews of Airline Mobile Applications Using Topic Modelling and Sentiment Analysis

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Authors

SOSinem OnatTurkish Society of HematologyBDBurak Buğrahan DEVRANIstanbul Arel University

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Implication

Analysis of user reviews identifies key themes in airline apps, suggesting improvements for service quality.

Key Points

  • The aim is to analyze user experiences with airline mobile applications to enhance service quality.
  • Analyzed 22,296 user reviews from the Google Play Store
  • Applied latent dirichlet allocation for topic modeling
  • Used the DistilRoBERTa-base algorithm for sentiment analysis
  • Identified dominant themes including User Experience, App Performance, and Login Problems
  • Technical issues disrupt value creation in the customer journey
  • Actionable insights for airlines to improve mobile application service quality

Cite This Study

Onat et al. (2026) studied this question.

synapsesocial.com/papers/69a3d7baec16d51705d2e0achttps://doi.org/10.30518/jav.1866610
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