{"id":"https://openalex.org/W4400224151","doi":"https://doi.org/10.62527/comien.1.2.12","title":"Predicting Customer Loyalty in the Airline Industry: A Machine Learning Approach Integrating Sentiment Analysis and User Experience","display_name":"Predicting Customer Loyalty in the Airline Industry: A Machine Learning Approach Integrating Sentiment Analysis and User Experience","publication_year":2024,"publication_date":"2024-06-30","ids":{"openalex":"https://openalex.org/W4400224151","doi":"https://doi.org/10.62527/comien.1.2.12"},"language":"en","primary_location":{"id":"doi:10.62527/comien.1.2.12","doi":"https://doi.org/10.62527/comien.1.2.12","is_oa":true,"landing_page_url":"https://doi.org/10.62527/comien.1.2.12","pdf_url":"https://comien.org/index.php/comien/article/download/12/18","source":{"id":"https://openalex.org/S4404676414","display_name":"International Journal on Computational Engineering","issn_l":"3047-7999","issn":["3047-7999"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal on Computational Engineering","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://comien.org/index.php/comien/article/download/12/18","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5108890847","display_name":"Rumana Shahid","orcid":"https://orcid.org/0009-0009-2721-8740","observed_orcids":["https://orcid.org/0009-0009-2721-8740"]},"institutions":[{"id":"https://openalex.org/I967637","display_name":"Gannon University","ror":"https://ror.org/02y041669","country_code":"US","type":"education","lineage":["https://openalex.org/I967637"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Rumana Shahid","raw_affiliation_strings":["Department of Management Science and Quantitative Methods, Gannon University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Quantitative Methods, Gannon University, USA","institution_ids":["https://openalex.org/I967637"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5094326133","display_name":"Md Abu Sufian Mozumder","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4404532904","display_name":"Westcliff University","ror":"https://ror.org/05xkpwy13","country_code":"US","type":"education","lineage":["https://openalex.org/I4404532904"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Md Abu Sufian Mozumder","raw_affiliation_strings":["College of Business, Westcliff University, Irvine, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, Westcliff University, Irvine, California, USA","institution_ids":["https://openalex.org/I4404532904"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5094326134","display_name":"Md Murshid Reja Sweet","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I967637","display_name":"Gannon University","ror":"https://ror.org/02y041669","country_code":"US","type":"education","lineage":["https://openalex.org/I967637"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Md Murshid Reja Sweet","raw_affiliation_strings":["Department of Management Science and Quantitative Methods, Gannon University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Quantitative Methods, Gannon University, USA","institution_ids":["https://openalex.org/I967637"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101390543","display_name":"Mehedi Hasan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I169077156","display_name":"St. Francis College","ror":"https://ror.org/00571jt67","country_code":"US","type":"education","lineage":["https://openalex.org/I169077156"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mehedi Hasan","raw_affiliation_strings":["Master of Science, Management- Business Analytics, St. Francis College, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Science, Management- Business Analytics, St. Francis College, USA","institution_ids":["https://openalex.org/I169077156"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Mahfuz Alam","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405267770","display_name":"International American University","ror":"https://ror.org/0493eqn45","country_code":"US","type":"education","lineage":["https://openalex.org/I4405267770"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mahfuz Alam","raw_affiliation_strings":["Department of Business Administration, International American University, Los Angeles, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, International American University, Los Angeles, California, USA","institution_ids":["https://openalex.org/I4405267770"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101599882","display_name":"Mohammad Anisur Rahman","orcid":"https://orcid.org/0009-0008-5828-9464","observed_orcids":["https://orcid.org/0009-0008-5828-9464"]},"institutions":[{"id":"https://openalex.org/I206651237","display_name":"East Texas A&M University","ror":"https://ror.org/01red3556","country_code":"US","type":"education","lineage":["https://openalex.org/I206651237"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mohammad Anisur Rahman","raw_affiliation_strings":["Department of Marketing & Business Analytics, Texas A&M University-Commerce, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing & Business Analytics, Texas A&M University-Commerce, USA","institution_ids":["https://openalex.org/I206651237"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5104340803","display_name":"Mani Prabha","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405267770","display_name":"International American University","ror":"https://ror.org/0493eqn45","country_code":"US","type":"education","lineage":["https://openalex.org/I4405267770"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Mani Prabha","raw_affiliation_strings":["Department of Business Administration, International American University, Los Angeles, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, International American University, Los Angeles, California, USA","institution_ids":["https://openalex.org/I4405267770"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112135147","display_name":"Md Arif","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I967637","display_name":"Gannon University","ror":"https://ror.org/02y041669","country_code":"US","type":"education","lineage":["https://openalex.org/I967637"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Md Arif","raw_affiliation_strings":["Department of Management Science and Quantitative Methods, Gannon University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Quantitative Methods, Gannon University, USA","institution_ids":["https://openalex.org/I967637"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5113261304","display_name":"Md Parvez Ahmed","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Md Parvez Ahmed","raw_affiliation_strings":["Master of Science in Information Technology, Washington University of Science and Technology, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Science in Information Technology, Washington University of Science and Technology, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100714271","display_name":"Md. Rafiqul Islam","orcid":"https://orcid.org/0000-0002-8129-8368","observed_orcids":["https://orcid.org/0000-0002-8129-8368"]},"institutions":[{"id":"https://openalex.org/I4405267770","display_name":"International American University","ror":"https://ror.org/0493eqn45","country_code":"US","type":"education","lineage":["https://openalex.org/I4405267770"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Md Rafiqul Islam","raw_affiliation_strings":["Department of Business Administration, International American University, Los Angeles, California, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, International American University, Los Angeles, California, USA","institution_ids":["https://openalex.org/I4405267770"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.3905,"has_fulltext":true,"cited_by_count":18,"citation_normalized_percentile":{"value":0.94261369,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":"1","issue":"2","first_page":"50","last_page":"54"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7056000232696533,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7056000232696533,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.14219999313354492,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.11789999902248383,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9520000219345093},{"id":"https://openalex.org/keywords/air-transport","display_name":"airline industry","score":0.9559999704360962},{"id":"https://openalex.org/keywords/customer-sentiment","display_name":"customer sentiment","score":0.5609999895095825},{"id":"https://openalex.org/keywords/user-experience","display_name":"user experience","score":0.8640000224113464},{"id":"https://openalex.org/keywords/linguistic-inquiry-and-word-count","display_name":"LIWC","score":0.8799999952316284},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7250000238418579},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.7179999947547913},{"id":"https://openalex.org/keywords/xgboost","display_name":"XGBoost","score":0.8899999856948853},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.3779999911785126}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.65802401304245},{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.6539666652679443},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5462862253189087},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.494382381439209},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.47635340690612793},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.46780920028686523},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4614587724208832},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.461281955242157},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2594831585884094},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.62527/comien.1.2.12","doi":"https://doi.org/10.62527/comien.1.2.12","is_oa":true,"landing_page_url":"https://doi.org/10.62527/comien.1.2.12","pdf_url":"https://comien.org/index.php/comien/article/download/12/18","source":{"id":"https://openalex.org/S4404676414","display_name":"International Journal on Computational Engineering","issn_l":"3047-7999","issn":["3047-7999"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal on Computational Engineering","raw_type":"journal-article"},{"id":"pmh:oai:ojs2.comien.org:article/12","doi":null,"is_oa":false,"landing_page_url":"https://comien.org/index.php/comien/article/view/12","pdf_url":null,"source":{"id":"https://openalex.org/S4404676414","display_name":"International Journal on Computational Engineering","issn_l":"3047-7999","issn":["3047-7999"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"3047-7999","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.62527/comien.1.2.12","doi":"https://doi.org/10.62527/comien.1.2.12","is_oa":true,"landing_page_url":"https://doi.org/10.62527/comien.1.2.12","pdf_url":"https://comien.org/index.php/comien/article/download/12/18","source":{"id":"https://openalex.org/S4404676414","display_name":"International Journal on Computational Engineering","issn_l":"3047-7999","issn":["3047-7999"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal on Computational Engineering","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4400224151.pdf","grobid_xml":"https://content.openalex.org/works/W4400224151.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W3082515978","https://openalex.org/W4403332443","https://openalex.org/W4415435685","https://openalex.org/W4399372444","https://openalex.org/W4404609434","https://openalex.org/W7025016609","https://openalex.org/W4401938245","https://openalex.org/W4411484946","https://openalex.org/W7113547779","https://openalex.org/W4396809351"],"abstract_inverted_index":{"Ensuring":[0],"customer":[1,154,172,188],"loyalty":[2],"is":[3],"crucial":[4],"for":[5,89,161,193],"the":[6,25,33,68,136,146,179,200],"success":[7],"of":[8,27,35,106,139,149,181],"any":[9],"airline":[10,30,201],"service":[11],"provider":[12],"in":[13,38,141,152,186,199],"today's":[14],"competitive":[15],"environment.":[16],"This":[17],"study":[18,177],"employs":[19],"machine":[20,150],"learning":[21,151],"techniques":[22],"to":[23,59,165,170],"predict":[24],"likelihood":[26],"customers":[28,54],"revisiting":[29],"services,":[31],"emphasizing":[32],"role":[34],"emotional":[36],"connections":[37],"fostering":[39],"loyalty.":[40,175],"By":[41],"analyzing":[42],"feedback":[43],"comments":[44],"and":[45,64,71,110,126,168,174,184,196],"satisfaction":[46,173],"ratings,":[47],"we":[48,76],"explore":[49],"how":[50],"sentiments":[51,78],"expressed":[52],"by":[53],"correlate":[55],"with":[56,84],"their":[57],"propensity":[58],"return.":[60],"Using":[61],"sentiment":[62,182],"analysis":[63,183],"features":[65],"extracted":[66],"through":[67,128],"Linguistic":[69],"Inquiry":[70],"Word":[72],"Count":[73],"(LIWC)":[74],"methodology,":[75],"categorize":[77],"into":[79],"various":[80],"dimensions,":[81],"integrating":[82],"these":[83],"user":[85],"experience":[86],"(UX)":[87],"elements":[88],"a":[90,97,111,191],"comprehensive":[91],"predictive":[92,147],"model.":[93],"Our":[94,176],"methodology":[95],"includes":[96],"robust":[98],"data":[99],"collection":[100],"process,":[101],"involving":[102],"an":[103],"initial":[104],"survey":[105,113],"17,000":[107],"valid":[108],"responses":[109],"follow-up":[112],"one":[114],"year":[115],"later.":[116],"We":[117],"evaluate":[118],"multiple":[119],"classifiers,":[120],"including":[121],"Decision":[122],"Tree,":[123],"Random":[124],"Forest,":[125],"XGBoost,":[127],"five-fold":[129],"cross-validation.":[130],"Results":[131],"reveal":[132],"that":[133],"XGBoost":[134],"achieves":[135],"highest":[137],"accuracy":[138],"85%":[140],"predicting":[142,187],"return":[143],"visits,":[144],"highlighting":[145],"power":[148],"understanding":[153],"behavior.":[155],"These":[156],"findings":[157],"offer":[158],"significant":[159],"insights":[160],"airlines,":[162],"enabling":[163],"them":[164],"tailor":[166],"services":[167],"strategies":[169],"enhance":[171],"underscores":[178],"importance":[180],"UX":[185],"loyalty,":[189],"providing":[190],"roadmap":[192],"future":[194],"research":[195],"practical":[197],"applications":[198],"industry.":[202]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":4}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2024-07-03T00:00:00"}