Reduce time wasted at each stage of the refund process

Oct 13, 2025 by talynt.org 35 views

Proposed Improvement of Customer Dissatisfaction of Aviation Services in the Pandemic Period Using the Sentiment Analysis Approach

Introduction

The aviation industry has experienced significant growth in recent years, with an increasing number of service providers competing for customers. In Indonesia, the Lion Air Group is one of the most prominent players in the market. However, during the pandemic period, the company faced numerous complaints from customers regarding the quality of its flight services. This study aims to improve the quality of Lion Air Group's aviation services by identifying various aspects that cause complaints and proposing improvements using a sentiment analysis approach.

Background

Flight services are essential for travel between cities, countries, and continents. With the increasing number of aviation service providers, competition between these companies is intensifying. The Lion Air Group, one of the largest aviation service providers in Indonesia, has faced numerous complaints from customers during the pandemic period. These complaints were primarily delivered through social media, highlighting the need for improved services.

Methodology

This study analyzed 1,105 review data from the Lion Air Group's social media account between April 2020 and April 2021. The review data was divided into three sentiment groups: negative, positive, and neutral. The results showed that there were 801 reviews with negative sentiment, 73 positive reviews, and 231 neutral reviews. The main focus of this analysis was on review data with negative sentiment, as it is essential to understand the factors that influence consumer dissatisfaction.

Results

The results of the sentiment analysis revealed several aspects that contribute to customer dissatisfaction, including:

Luggage: Issues with luggage handling, such as delayed or lost luggage, were a significant concern for customers.
Call Center: The call center was often flooded with calls, leading to long wait times and unresponsive customer service.
Flight: Flight cancellations, delays, and changes in flight schedules were common complaints.
Covid-19 Health Protocol: Customers were concerned about the airline's adherence to health protocols, such as mask-wearing and social distancing.
Information: Customers felt that the airline did not provide sufficient information about flight schedules, cancellations, and changes.
Website: The airline's website was often criticized for being difficult to navigate and for not providing accurate information.
Refund: Customers experienced difficulties in obtaining refunds for cancelled or changed flights.
Rescheduling: Customers were frustrated with the airline's rescheduling process, which often resulted in additional fees.
Social Media Accounts: Customers felt that the airline's social media accounts were not responsive to their concerns.
Ticket: Customers experienced issues with ticketing, including difficulties in booking and changes to flight schedules.

Proposed Improvements

Based on the results of the sentiment analysis, several proposed improvements were identified:

Reduce time wasted at each stage of the refund process: To improve the refund process, the airline can reduce the time wasted at each stage by streamlining the process and providing clear instructions to customers.
Analyze workloads and establish service time standardization: To improve the call center experience, the airline can analyze workloads and establish service time standardization to increase responsiveness.
Better coordination with related parties: To reduce the problem of flight cancellations, the airline can improve coordination with related parties, such as airports and aviation authorities.
Improve information provision: To improve customer experience, the airline can provide clear and accurate information about flight schedules, cancellations, and changes.
Enhance website usability: To improve customer experience, the airline can enhance the usability of its website by making it easier to navigate and providing accurate information.
Improve refund process: To improve the refund process, the airline can provide clear instructions to customers and reduce the time wasted at each stage.
Improve rescheduling process: To improve the rescheduling process, the airline can provide clear instructions to customers and reduce the time wasted at each stage.
Improve social media responsiveness: To improve customer experience, the airline can respond promptly to customer concerns on social media.

Conclusion

The results of this study highlight the need for improved services in the aviation industry, particularly during the pandemic period. By applying a sentiment analysis approach, the Lion Air Group can identify areas for improvement and propose solutions to address customer dissatisfaction. The proposed improvements can help the airline increase customer satisfaction, strengthen its position in the competitive aviation service market, and maintain customer loyalty.

Recommendations

Based on the results of this study, the following recommendations are made:

Invest in improving services: The Lion Air Group should invest in improving its services, particularly in areas such as luggage handling, call center responsiveness, and information provision.
Enhance website usability: The airline should enhance the usability of its website by making it easier to navigate and providing accurate information.
Improve refund process: The airline should improve the refund process by providing clear instructions to customers and reducing the time wasted at each stage.
Improve rescheduling process: The airline should improve the rescheduling process by providing clear instructions to customers and reducing the time wasted at each stage.
Improve social media responsiveness: The airline should respond promptly to customer concerns on social media.

By implementing these recommendations, the Lion Air Group can improve customer satisfaction, strengthen its position in the competitive aviation service market, and maintain customer loyalty.
Q&A: Proposed Improvement of Customer Dissatisfaction of Aviation Services in the Pandemic Period Using the Sentiment Analysis Approach

Introduction

In our previous article, we discussed the proposed improvement of customer dissatisfaction of aviation services in the pandemic period using the sentiment analysis approach. In this article, we will answer some frequently asked questions (FAQs) related to the study.

Q1: What is the purpose of the study?

A1: The purpose of the study is to improve the quality of Lion Air Group's aviation services by identifying various aspects that cause complaints and proposing improvements using a sentiment analysis approach.

Q2: What is sentiment analysis?

A2: Sentiment analysis is a technique used to analyze the emotional tone or sentiment of text data, such as customer reviews or social media posts. In this study, we used sentiment analysis to identify the aspects of Lion Air Group's services that cause customer dissatisfaction.

Q3: What are the main aspects that cause customer dissatisfaction?

A3: The main aspects that cause customer dissatisfaction are:

Luggage handling
Call center responsiveness
Flight cancellations and delays
Covid-19 health protocol adherence
Information provision
Website usability
Refund process
Rescheduling process
Social media responsiveness

Q4: How did you collect the data for the study?

A4: We collected the data for the study by analyzing 1,105 review data from the Lion Air Group's social media account between April 2020 and April 2021.

Q5: What are the proposed improvements for each aspect?

A5: The proposed improvements for each aspect are:

Luggage handling: Improve luggage handling processes to reduce delays and losses.
Call center responsiveness: Analyze workloads and establish service time standardization to increase responsiveness.
Flight cancellations and delays: Improve coordination with related parties, such as airports and aviation authorities.
Covid-19 health protocol adherence: Ensure adherence to health protocols, such as mask-wearing and social distancing.
Information provision: Provide clear and accurate information about flight schedules, cancellations, and changes.
Website usability: Enhance website usability by making it easier to navigate and providing accurate information.
Refund process: Improve the refund process by providing clear instructions to customers and reducing the time wasted at each stage.
Rescheduling process: Improve the rescheduling process by providing clear instructions to customers and reducing the time wasted at each stage.
Social media responsiveness: Respond promptly to customer concerns on social media.

Q6: How can the proposed improvements be implemented?

A6: The proposed improvements can be implemented by:

Conducting a thorough analysis of the current processes and identifying areas for improvement.
Developing and implementing new processes and procedures to address the identified areas for improvement.
Providing training to staff on the new processes and procedures.
Monitoring and evaluating the effectiveness of the new processes and procedures.

Q7: What are the benefits of implementing the proposed improvements?

A7: The benefits of implementing the proposed improvements are:

Improved customer satisfaction
Increased customer loyalty
Enhanced reputation
Improved operational efficiency
Reduced costs

Q8: How can the study be replicated in other industries?

A8: The study can be replicated in other industries by:

Identifying the aspects of the industry that cause customer dissatisfaction.
Collecting data on customer reviews and social media posts.
Analyzing the data using sentiment analysis.
Proposing improvements based on the analysis.
Implementing the proposed improvements.

Conclusion

In conclusion, the proposed improvement of customer dissatisfaction of aviation services in the pandemic period using the sentiment analysis approach is a valuable study that provides insights into the aspects of Lion Air Group's services that cause customer dissatisfaction. The proposed improvements can be implemented to improve customer satisfaction, increase customer loyalty, and enhance the reputation of the airline.