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This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.

Airline Customer Satisfaction Analysis using Social Media Sentiment Evaluation: Full Service Carriers vs. Low Cost Carriers