![]() Today's passengers demand more extraordinary airport service and are inclined to choose alternative modes of transport once unsatisfied ( Halpern and Mwesiumo, 2021). The findings illustrate the effectiveness of leveraging online reviews and offer practical implications for what matters to air travelers, especially in the COVID-19 context.Īs the connection between passengers and the sky, airports are an indispensable component of the air transportation network ( Barakat et al., 2021). Additionally, the effect of access, wayfinding, facilities, and environment on rating significantly differs between the two periods. Through correlation and regression analysis, this study demonstrates that rating is significantly related to check-in, environment, and personnel in pre-and post-COVID periods. The lexical salience-valence analysis (LSVA) is then applied to explain such changes by tracking the sentiment of frequent words in reviews. Through sentiment analysis, Google Maps reviews show more positive sentiment toward environment and personnel but remain constant about facilities during COVID-19. To do so, this study develops a topical ontology of keywords regarding ASQ attributes and uses a sentiment tool to derive passengers' attitudes. Therefore, this paper adopts a data-driven crowdsourcing approach to study ASQ during the COVID-19 pandemic by investigating Google Maps reviews from the 98 busiest U.S. Surveying travelers' attitudes is useful for ASQ assessment but collecting responses could be time-consuming and costly. Since the COVID-19 health crisis has unprecedentedly influenced airport regulations and operations, effective measurement of ASQ has become crucial for airport administrations. Airport service quality (ASQ) is a competitive advantage for airport management in today's airport market.
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