Identification of opinion trends using sentiment analysis of airlines passengers' reviews

Receiving customer opinions on products and services provided by companies is one of the main needs of company managers to improve products and services. Today, it is common to use social networks, messengers, and review websites to receive data from customer opinions. But analyzing the data received from these sources due to their huge volume requires an efficient tool. In this study, textual data obtained from the reviews of passengers of the top 10 airlines in the Middle East region have been analyzed and evaluated. First, we identified the main topics that are hidden in the customers' reviews by topic modeling method. In the next step, we evaluated the level of passenger satisfaction based on the topics identified in the modeling stage, by using sentiment analysis on passenger reviews to demonstrate the strengths and weaknesses of the airlines in providing various services to customers. In the end, management solutions and recommendations are provided to airline managers. The proposed method is a new approach for evaluating customer satisfaction and can be used as a guide for airlines to develop marketing strategies to attract new customers and increase their market share. •Development of a methodology based on text mining to identify the strengths and weaknesses of airlines.•Analyzing customers' opinions using sentiment analysis to measure passenger satisfaction.•Identification of the main topics in the customers' reviews by topic modeling methods.•Evaluating customer satisfaction to develop marketing strategies and increase market share for airlines.