Analysing customer satisfaction of civil aviation companies of Turkey with text mining

Abstract

This study is aimed to determine the issues that affect customer satisfaction in mobile applications to airline companies. In this context, five of the largest airlines operating in Turkey (Turkish Airlines, Pegasus, Atlasjet, AnadoluJet, SunExpress) were included in the study. Customer reviews in the Apple Store application of these companies were provided. On the other hand, these comments were analysed by data mining method using KNIME program. Thus, the single word, binary word and triple word groups were determined the most in these comments. These words were then categorized according to their respective fields. As a result, it has been determined that customers pay attention to the functionality in mobile applications. In addition, technical competence ranks second among customer expectations. In this context, airlines need to offer different services in the online application in order to increase customer satisfaction. For this purpose, it is important that customers can access different issues such as purchasing tickets, choosing seats, different payment methods and obtaining tickets through mobile applications. This will both increase the satisfaction of the customers and increase the performance of the companies.