The purpose of this study is to examine the service quality factors of full service airlines and low cost airlines using online review data, and the results of the study are expected to serve as a reference for airlines to improve their service quality. First, the text mining technique was used to identify to identify service elements related to comments made by passengers on the website after travelling on conventional and low cost airlines. The results showed that the top-level factors, such as the image of staff and airport experience of full service airlines and the image of airlines, flight convenience and in-flight passenger service of low cost airlines, were the most important factors affecting passengers' perception of service quality. In addition, the MICMAC (matrix impact cross-reference multiplication applied to a classification) analysis showed that the main driving force of service quality for full service airlines was ground assisting capability. For low cost airlines, the main driving forces of service quality are baggage handling procedures, fare increase notification, and seat upgrade prices.