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Keywords: Airline reviews
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Journal Articles
Journal:
Industrial Management & Data Systems
Industrial Management & Data Systems (2026) 126 (3): 833–864.
Published: 26 September 2025
... lens of the SERVQUAL framework. Design/methodology/approach We analyzed airline reviews from TripAdvisor and Skytrax from July 2014 to July 2023 using SERVQUAL theory. Coarse-grained clustering revealed themes in tangibles and reliability, while fine-grained sentiment analysis, using our FusionBERT...
