How has airport service quality changed in the context of COVID-19: A data-driven crowdsourcing approach based on sentiment analysis.

Airport service quality (ASQ) is a competitive advantage for airport management in today's airport market. Since the COVID-19 health crisis has unprecedentedly influenced airport regulations and operations, effective measurement of ASQ has become crucial for airport administrations. Surveying travelers' attitudes is useful for ASQ assessment but collecting responses could be time-consuming and costly. Therefore, this paper adopts a data-driven crowdsourcing approach to study ASQ during the COVID-19 pandemic by investigating Google Maps reviews from the 98 busiest U.S. airports. To do so, this study develops a topical ontology of keywords regarding ASQ attributes and uses a sentiment tool to derive passengers' attitudes. Through sentiment analysis, Google Maps reviews show more positive sentiment toward environment and personnel but remain constant about facilities during COVID-19. The lexical salience-valence analysis (LSVA) is then applied to explain such changes by tracking the sentiment of frequent words in reviews. Through correlation and regression analysis, this study demonstrates that rating is significantly related to check-in, environment, and personnel in pre-and post-COVID periods. Additionally, the effect of access, wayfinding, facilities, and environment on rating significantly differs between the two periods. The findings illustrate the effectiveness of leveraging online reviews and offer practical implications for what matters to air travelers, especially in the COVID-19 context.

Dynamic assessment of the COVID-19 vaccine acceptance leveraging social media data.

Vaccination is the most effective way to provide long-lasting immunity against viral infection; thus, rapid assessment of vaccine acceptance is a pressing challenge for health authorities. Prior studies have applied survey techniques to investigate vaccine acceptance, but these may be slow and expensive. This study investigates 29 million vaccine-related tweets from August 8, 2020 to April 19, 2021 and proposes a social media-based approach that derives a vaccine acceptance index (VAI) to quantify Twitter users' opinions on COVID-19 vaccination. This index is calculated based on opinion classifications identified with the aid of natural language processing techniques and provides a quantitative metric to indicate the level of vaccine acceptance across different geographic scales in the U.S. The VAI is easily calculated from the number of positive and negative Tweets posted by a specific users and groups of users, it can be compiled for regions such a counties or states to provide geospatial information, and it can be tracked over time to assess changes in vaccine acceptance as related to trends in the media and politics. At the national level, it showed that the VAI moved from negative to positive in 2020 and maintained steady after January 2021. Through exploratory analysis of state- and county-level data, reliable assessments of VAI against subsequent vaccination rates could be made for counties with at least 30 users. The paper discusses information characteristics that enable consistent estimation of VAI. The findings support the use of social media to understand opinions and to offer a timely and cost-effective way to assess vaccine acceptance.

Anatomy into the battle of supporting or opposing reopening amid the COVID-19 pandemic on Twitter: A temporal and spatial analysis.

Reopening amid the COVID-19 pandemic has triggered a battle on social media. The supporters perceived that the lockdown policy could damage the economy and exacerbate social inequality. By contrast, the opponents believed it was necessary to contain the spread and ensure a safe environment for recovery. Anatomy into the battle is of importance to address public concerns, beliefs, and values, thereby enabling policymakers to determine the appropriate solutions to implement reopening policy. To this end, we investigated over 1.5 million related Twitter postings from April 17 to May 30, 2020. With the aid of natural language processing (NLP) techniques and machine learning classifiers, we classified each tweet into either a "supporting" or "opposing" class and then investigated the public perception from temporal and spatial perspectives. From the temporal dimension, we found that both political and scientific news that were extensively discussed on Twitter led to the perception of opposing reopening. Further, being the first mover with full reopen adversely affected the public reaction to reopening policy, while being the follower or late mover resulted in positive responses. From the spatial dimension, the correlation and regression analyses suggest that the state-level perception was very likely to be associated with political affiliation and health value.

Can social media data be used to evaluate the risk of human interactions during the COVID-19 pandemic?

The U.S. has taken multiple measures to contain the spread of COVID-19, including the implementation of lockdown orders and social distancing practices. Evaluating social distancing is critical since it reflects the risk of close human interactions. While questionnaire surveys or mobility data-based systems have provided valuable insights, social media data can contribute as an additional instrument to help monitor the risk of human interactions during the pandemic. For this reason, this study introduced a social media-based approach that quantifies the pro/anti-lockdown ratio as an indicator of the risk of human interactions. With the aid of natural language processing and machine learning techniques, this study classified the lockdown-related tweets and quantified the pro/anti-lockdown ratio for each state over time. The anti-lockdown ratio showed a moderate and negative correlation with the state-level social distancing index on a weekly basis, suggesting that people are more likely to travel out of the state where the higher anti-lockdown level is observed. The study further showed that the perception expressed on social media could reflect people's behaviors. The findings of the study are of significance for government agencies to assess the risk of close human interactions and to evaluate their policy effectiveness in the context of social distancing and lockdown.