School of Aviation

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    Predicting Skytrax’s Official World Airline Star ratings from customer reviews
    (2011) Pérezgonzález, Jose D.; Gilbey, Andrew
    Skytrax audits and ranks airlines internationally in its yearly ‘Official World Airline Star Ranking’. Unfortunately, its activity is severely restricted, at most covering just 30% of those airlines listed as open for review by passengers in its website in 2010. This research article explored the possibility of using a readily available variable as predictor, as an alternative way of ranking the remaining 70% of airlines in a simpler and more straightforward manner. The regression formula retained correlated highly with the criterion variable, accounting for 47% of its variance, thus supporting the viability of using customer reviews as a possible way of predicting ranking scores for airlines not officially audited by Skytrax.