Mohammed Saad M Alaydaa, Jun Li, Karl Jinkins, Cranfield University, UK

Airport service quality evaluation is commonly found on social media, including Google Maps. This valuable for airport management in order to enhance the quality of services provided. However; prior studies either provide general review for topics discussed by travellers or provide sentimental value to tag the entire review without specifically mentioning the airport service that is behind such value. Accordingly; this work proposes using aspect based sentimental analysis in order to provide more detailed analysis for travellers' reviews. This works applied aspect based sentimental analysis on data collected from Google Map about Dubai and Doha airports. The results provide tangible reasons to use aspect based sentimental analysis in order to understand more the travellers and spot airport services that are in need for improvement.

Airport service quality, aspect-based sentimental analysis, traveller's feedback