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Journals / Journal of Aviation / 2026 / Volume: 10 Issue: 1

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

Sinem Onat(Independent Researcher)0000-0001-5294-6357
Burak Buğrahan Devran(ISTANBUL AREL UNIVERSITY)0000-0003-0600-8022
Pages
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Publication Date
2026-02-27
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The analysis results show that users' digital experiences cluster around the topics of User Experience, App Performance, App Updates, Flight and Booking Experience, Login Problems and General Issues, Digital Service Satisfaction, and Ticketing and Reservation Process.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The in-depth analysis of customer feedback in improving service quality forms the basis of modern marketing strategies.
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Key Findings & Data:Within this scope, 22,296 user reviews of airline applications selected from the Google Play Store were analyzed in the Python environment.
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Conclusion & Impact:The analysis results show that users' digital experiences cluster around the topics of User Experience, App Performance, App Updates, Flight and Booking Experience, Login Problems and General Issues, Digital Service Satisfaction, and Ticketing and Reservation Process.
🔬Design:Review & Systematic Survey
📍Scope:Comprehensive Sample
⚙️Variables:Airline Mobile Applications · Topic Modelling · Sentiment Analysis

Abstract

The in-depth analysis of customer feedback in improving service quality forms the basis of modern marketing strategies. This study aims to examine user experiences with airline mobile applications using Text Mining methods based on the Service Dominant Logic (S-DL) framework, with reference to the SERVQUAL model dimensions. Within this scope, 22,296 user reviews of airline applications selected from the Google Play Store were analyzed in the Python environment. Latent Dirichlet Allocation (LDA) topic modeling was used to identify dominant themes, and the DistilRoBERTa-base algorithm was used to detect emotional states. The analysis results show that users' digital experiences cluster around the topics of User Experience, App Performance, App Updates, Flight and Booking Experience, Login Problems and General Issues, Digital Service Satisfaction, and Ticketing and Reservation Process. The findings reveal that technical issues, particularly login problems and software updates, disrupt the value-creation process. The findings of the research provide actionable strategic insights for airlines to improve service quality in mobile applications, which are operational resources, and to prevent value destruction.

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Cite This Article

Onat, S., Devran, B. B. (2026). Examining Consumer Reviews of Airline Mobile Applications Using Topic Modelling and Sentiment Analysis. Journal of Aviation, Volume: 10 Issue: 1. https://doi.org/10.30518/jav.1866610

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