{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,13]],"date-time":"2026-02-13T04:59:46Z","timestamp":1770958786573,"version":"3.50.1"},"reference-count":37,"publisher":"Emerald","issue":"9","license":[{"start":{"date-parts":[[2014,10,7]],"date-time":"2014-10-07T00:00:00Z","timestamp":1412640000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2014,10,7]]},"abstract":"\n Purpose<\/jats:title>\n \u2013 The purpose of this paper is to study the consumer opinion towards the low-cost airlines or low-cost carriers (LCCs) (these two terms are used interchangeably) industry in Malaysia to better understand consumers\u2019 needs and to provide better services. Sentiment analysis is undertaken in revealing current customers\u2019 satisfaction level towards low-cost airlines. <\/jats:p>\n <\/jats:sec>\n \n Design\/methodology\/approach<\/jats:title>\n \u2013 About 10,895 tweets (data collected for two and a half months) are analysed. Text mining techniques are used during data pre-processing and a mixture of statistical techniques are used to segment the customers\u2019 opinion. <\/jats:p>\n <\/jats:sec>\n \n Findings<\/jats:title>\n \u2013 The results with two different sentiment algorithms show that there is more positive than negative polarity across the different algorithms. Clustering results show that both K-Means and spherical K-Means algorithms delivered similar results and the four main topics that are discussed by the consumers on Twitter are customer service, LCCs tickets promotions, flight cancellations and delays and post-booking management. <\/jats:p>\n <\/jats:sec>\n \n Practical implications<\/jats:title>\n \u2013 Gaining knowledge of customer sentiments as well as improvements on the four main topics discussed in this study, i.e. customer service, LCCs tickets promotions, flight cancellations or delays and post-booking management will help LCCs to attract more customers and generate more profits. <\/jats:p>\n <\/jats:sec>\n \n Originality\/value<\/jats:title>\n \u2013 This paper provides useful insights on customers\u2019 sentiments and opinions towards LCCs by utilizing social media information.<\/jats:p>\n <\/jats:sec>","DOI":"10.1108\/imds-07-2014-0225","type":"journal-article","created":{"date-parts":[[2014,10,20]],"date-time":"2014-10-20T06:40:28Z","timestamp":1413787228000},"page":"1344-1359","source":"Crossref","is-referenced-by-count":100,"title":["Gaining customer knowledge in low cost airlines through text mining"],"prefix":"10.1108","volume":"114","author":[{"given":"Bee","family":"Yee Liau","sequence":"first","affiliation":[]},{"given":"Pei","family":"Pei Tan","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020122820030291400_b1","unstructured":"ACSI\n (2014), \u201cUnique benchmarking capability\u201d, available at: www.theacsi.org\/the-american-customer-satisfaction-index (accessed 7 May 2014)."},{"key":"key2020122820030291400_b2","unstructured":"Adeborna, E.\n and \n Siau, K.\n (2014), \u201cAn approach to sentiment analysis \u2013 the case of airline quality rating\u201d, PACIS 2014 Proceedings, Paper 363, Chengdu, 24-28 June."},{"key":"key2020122820030291400_b3","unstructured":"AirAsiaInsure\n (2014), \u201cAirAsia travel protection\u201d, available at: www.airasiainsure.com\/info_centre\/faq_coverage.php#content (accessed 12 May 2014)."},{"key":"key2020122820030291400_b4","unstructured":"Ball, M.\n , \n Barnhart, C.\n , \n Dresner, M.\n , \n Hansen, M.\n , \n Neels, K.\n , \n Odoni, A.\n and \n Zou, B.\n (2010), \u201cTotal delay impact study: institute of transportation studies\u201d, working paper, University of California, Berkeley, CA, November."},{"key":"key2020122820030291400_b5","doi-asserted-by":"crossref","unstructured":"Borenstein, S.\n (1992), \u201cThe evolution of US airline competition\u201d, The Journal of Economic Perspectives, Vol. 6 No. 2, pp. 45-73.","DOI":"10.1257\/jep.6.2.45"},{"key":"key2020122820030291400_b6","doi-asserted-by":"crossref","unstructured":"Chevalier, J.A.\n and \n Mayzlin, D.\n (2006), \u201cThe effect of word of mouth on sales: online book reviews\u201d, Journal of Marketing Research, Vol. 43 No. 3, pp. 345-354.","DOI":"10.1509\/jmkr.43.3.345"},{"key":"key2020122820030291400_b7","unstructured":"CNBC\n (2014), \u201cACSI report: customer satisfaction with airlines remains low\u201d, available at: www.cnbc.com\/id\/101601372 (accessed 7 May 2014)."},{"key":"key2020122820030291400_b8","unstructured":"Comscore\n (2007), \u201cOnline consumer-generated reviews have significant impact on offline purchase behavior\u201d, available at: www.comscore.com\/Insights\/Press_Releases\/2007\/11\/Online_Consumer_Reviews_Impact_Offline_Purchasing_Behavior (accessed 13 April 2014)."},{"key":"key2020122820030291400_b9","unstructured":"Dhillon, I.S.\n and \n Modha, D.S.\n (2000), \u201cA data-clustering algorithm on distributed memory multiprocessors\u201d, in \n Mohammed, J.Z.\n and \n Ching-Tien, H.\n (Eds), Large-Scale Parallel Data Mining, Springer, Berlin, pp. 245-260."},{"key":"key2020122820030291400_b10","doi-asserted-by":"crossref","unstructured":"Dhillon, I.S.\n and \n Modha, D.S.\n (2001), \u201cConcept decompositions for large sparse text data using clustering\u201d, Journal of Machine Learning, Vol. 42 Nos 1-2, pp. 143-175.","DOI":"10.1023\/A:1007612920971"},{"key":"key2020122820030291400_b11","doi-asserted-by":"crossref","unstructured":"Dobruszkes, F.\n (2006), \u201cAn analysis of European low-cost airlines and their networks\u201d, Journal of Transport Geography, Vol. 14 No. 4, pp. 249-264.","DOI":"10.1016\/j.jtrangeo.2005.08.005"},{"key":"key2020122820030291400_b12","unstructured":"Dresner, M.\n , \n Lin, J.-S.C.\n and \n Windle, R.\n (1996), \u201cThe impact of low-cost carriers on airport and route competition\u201d, Journal of Transport Economics and Policy, Vol. 30 No. 3, pp. 309-328."},{"key":"key2020122820030291400_b14","doi-asserted-by":"crossref","unstructured":"Gilbert, D.\n , \n Child, D.\n and \n Bennett, M.\n (2001), \u201cA qualitative study of the current practices of \u2018no-frills\u2019 airlines operating in the UK\u201d, Journal of Vacation Marketing, Vol. 7 No. 4, pp. 302-315.","DOI":"10.1177\/135676670100700402"},{"key":"key2020122820030291400_b15","unstructured":"Hu, M.\n and \n Liu, B.\n (2004), \u201cMining opinion features in customer reviews\u201d, paper presented at the AAAI, Washington, 22-25 August, available at: www.aaai.org\/Papers\/AAAI\/2004\/AAAI04-119.pdf (accessed 5 May 2014)."},{"key":"key2020122820030291400_b101","unstructured":"Jakopovi\u0107, H.\n and \n Preradovic, N.M.\n (2014), \u201cMining web and social networks for consumer attitudes towards government-owned Croatian national airline\u201d, International Journal of Computers, Vol. 8, pp. 128-135."},{"key":"key2020122820030291400_b16","doi-asserted-by":"crossref","unstructured":"Lee, S.G.\n , \n Trimi, S.\n and \n Kim, C.\n (2013), \u201cInnovation and imitation effects\u2019 dynamics in technology adoption\u201d, Industrial Management & Data Systems, Vol. 113 No. 6, pp. 772-799.","DOI":"10.1108\/IMDS-02-2013-0065"},{"key":"key2020122820030291400_b17","doi-asserted-by":"crossref","unstructured":"Lee, S.G.\n , \n Trimi, S.\n and \n Yang, C.G.\n (2014), \u201cICT service providers strategies and customer migration\u201d, Industrial Management & Data Systems, Vol. 114 No. 7, pp. 1036-1049.","DOI":"10.1108\/IMDS-03-2014-0074"},{"key":"key2020122820030291400_b18","unstructured":"Liu, B.\n (2010), \u201cSentiment analysis and subjectivity\u201d, in \n Nitin, N.\n and \n Fred, J.\n (Eds), Handbook of Natural Language Processing, Chapman & Hall, London, pp. 627-666."},{"key":"key2020122820030291400_b19","doi-asserted-by":"crossref","unstructured":"Liu, B.\n , \n Hu, M.\n and \n Cheng, J.\n (2005), \u201cOpinion observer: analyzing and comparing opinions on the web\u201d, Proceedings of the 14th International Conference on World Wide Web, ACM, New York, NY, pp. 342-351.","DOI":"10.1145\/1060745.1060797"},{"key":"key2020122820030291400_b22","doi-asserted-by":"crossref","unstructured":"O'Connell, J.F.\n and \n Williams, G.\n (2005), \u201cPassengers\u2019 perceptions of low cost airlines and full service carriers: a case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines\u201d, Journal of Air Transport Management, Vol. 11 No. 4, pp. 259-272.","DOI":"10.1016\/j.jairtraman.2005.01.007"},{"key":"key2020122820030291400_b23","doi-asserted-by":"crossref","unstructured":"\u00d6ztaysi, B.\n , \n Sezgin, S.\n and \n \u00d6zok, A.F.\n (2011), \u201cA measurement tool for customer relationship management processes\u201d, Industrial Management & Data Systems, Vol. 111 No. 6, pp. 943-960.","DOI":"10.1108\/02635571111144982"},{"key":"key2020122820030291400_b24","unstructured":"Salton, G.\n and \n McGill, M.J.\n (1983), \u201cIntroduction to modern information retrieval\u201d, in \n Taboada, M.\n , \n Brooke, J.\n , \n Tofiloski, M.\n , \n Voll, K.\n and \n Stede, M.\n (Eds), Lexicon-Based Methods for Sentiment Analysis, Computational Linguistics, McGraw-Hill, New York, NY, pp. 267-307."},{"key":"key2020122820030291400_b102","doi-asserted-by":"crossref","unstructured":"Saha, G.C.\n and \n Theingi\n (2009), \u201cService quality, satisfaction, and behavioural intentions: a study of low-cost airline carriers in Thailand\u201d, Managing Service Quality: An International Journal, Vol. 19 No. 3, pp. 350-372.","DOI":"10.1108\/09604520910955348"},{"key":"key2020122820030291400_b25","unstructured":"Shashank, N.\n (2011), \u201cEezeer and SimpliFlying launch airline monthly twitter report \u2013 Delta leads Twitter use, and customer service is in\u201d, available at: http:\/\/simpliflying.com\/2011\/eezeer-and-simpliflying-launch-airline-monthly-twitter-report-delta-leads-twitter-use-and-customer-service-is-in\/ (accessed 13 May 2014)."},{"key":"key2020122820030291400_b26","unstructured":"Sita\n (2013), \u201cAirline passengers in India ready for \u2018revolution\u2019\u201d, available at: www.sita.aero\/content\/airline-passengers-india-ready-revolution (accessed 21 May 2014)."},{"key":"key2020122820030291400_b27","unstructured":"Socialbakers\n (2012), \u201cTop 6 most socially devoted industries and brands\u201d, available at: www.socialbakers.com\/blog\/656-top-6-most-socially-devoted-industries-and-brands (accessed 13 May 2014)."},{"key":"key2020122820030291400_b28","doi-asserted-by":"crossref","unstructured":"Sreenivasan, N.D.\n , \n Lee, C.S.\n and \n Goh, D.H.-L.\n (2012), \u201cTweeting the friendly skies: investigating information exchange among Twitter users about airlines\u201d, Program: Electronic Library and Information Systems, Vol. 46 No. 1, pp. 21-42.","DOI":"10.1108\/00330331211204548"},{"key":"key2020122820030291400_b29","unstructured":"Strehl, A.\n , \n Ghosh, J.\n and \n Mooney, R.\n (2000), \u201cImpact of similarity measures on web-page clustering\u201d, paper presented at the Workshop on Artificial Intelligence for Web Search (AAAI 2000), Austin, Texas, 30 July-1 August, available at: www.aaai.org\/Papers\/Workshops\/2000\/WS-00-01\/WS00-01-011.pdf (accessed 5 May 2014)."},{"key":"key2020122820030291400_b30","unstructured":"Tagarelli, A.\n and \n Karypis, G.\n (2013), \u201cDocument clustering: the next frontier\u201d, in \n Aggarwal, C.C.\n and \n Reddy, C.K.\n (Eds), Data Clustering: Algorithms and Applications, Taylor & Francis Group, Boca Raton, FL, pp. 305-338."},{"key":"key2020122820030291400_b31","unstructured":"The Asia Foundation\n (2014), \u201cEconomic growth in ASEAN drives demand for low-cost air carriers\u201d, available at: http:\/\/asiafoundation.org\/in-asia\/2014\/02\/26\/economic-growth-in-asean-drives-demand-for-low-cost-air-carriers\/ (accessed 30 March 2014)."},{"key":"key2020122820030291400_b32","doi-asserted-by":"crossref","unstructured":"Thelwall, M.\n , \n Buckley, K.\n and \n Paltoglou, G.\n (2011), \u201cSentiment in Twitter events\u201d, Journal of the American Society for Information Science and Technology, Vol. 62 No. 2, pp. 406-418.","DOI":"10.1002\/asi.21462"},{"key":"key2020122820030291400_b103","unstructured":"USA Today\n (2013), Airlines Pad Flight Schedules to Boost On-time Records, available at: www.usatoday.com\/story\/travel\/flights\/2013\/02\/14\/airlines-flights-early-arrivals\/1921057\/"},{"key":"key2020122820030291400_b33","doi-asserted-by":"crossref","unstructured":"Xu, K.\n , \n Liao, S.S.\n , \n Li, J.\n and \n Song, Y.\n (2011), \u201cMining comparative opinions from customer reviews for competitive intelligence\u201d, Journal of Decision Support Systems, Vol. 50 No. 4, pp. 743-754.","DOI":"10.1016\/j.dss.2010.08.021"},{"key":"key2020122820030291400_b34","doi-asserted-by":"crossref","unstructured":"Zhong, S.\n (2005), \u201cEfficient online spherical k-means clustering\u201d, the Neural Networks, 2005, IJCNN\u201905, Proceedings 2005 IEEE \n International Joint Conference, 31 July-4 August, pp. 3180-3185.","DOI":"10.1109\/IJCNN.2005.1556436"},{"key":"key2020122820030291400_frd1","doi-asserted-by":"crossref","unstructured":"Forman, G.\n and \n Kirshenbaum, E.\n (2008), \u201cExtremely fast text feature extraction for classification and indexing\u201d, Proceedings of the 17th ACM conference on Information and Knowledge Management, ACM, New York, NY, 26-30 October, pp. 1221-1230.","DOI":"10.1145\/1458082.1458243"},{"key":"key2020122820030291400_frd2","unstructured":"Liu, F.\n and \n Xiong, L.\n (2011), \u201cSurvey on text clustering algorithm\u201d, IEEE 2nd International Conference, Software Engineering and Service Science (ICSESS), Beijing, 15-17 July, pp. 901-904."},{"key":"key2020122820030291400_frd3","unstructured":"Moreno-Ortiz, A.\n and \n Hern\u00e1ndez, C.P.\n (2012), \u201cLexicon-based sentiment analysis of Twitter messages in Spanish\u201d, Journal of Procesamiento del Lenguaje Natural, Vol. 50, pp. 93-100."}],"container-title":["Industrial Management & Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/IMDS-07-2014-0225","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-07-2014-0225\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-07-2014-0225\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:52:40Z","timestamp":1753393960000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/114\/9\/1344-1359\/177358"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2014,10,7]]},"references-count":37,"journal-issue":{"issue":"9","published-print":{"date-parts":[[2014,10,7]]}},"alternative-id":["10.1108\/IMDS-07-2014-0225"],"URL":"https:\/\/doi.org\/10.1108\/imds-07-2014-0225","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2014,10,7]]}}}