Emerging Technologies for Digital Infrastructure Development

Analytics on Airline Customer Satisfaction Factors

Author(s): Pit Khien Leong and Rajasvaran Logeswaran * .

Pp: 175-184 (10)

DOI: 10.2174/9789815080957123010017

* (Excluding Mailing and Handling)


Dissatisfaction with the services provided causes customer loss and customer churn in airline companies. Analytics conducted in assessing customer satisfaction in airline companies and their analytical methods are reviewed to identify the analysis's strengths, weaknesses, and gaps. Data analytics on assessing customer satisfaction have been conducted on facilities and services provided, price, service quality, reviews of customers, and flight catering. However, this research indicates that only a few in-depth studies consider flight delays as a critical factor influencing customer satisfaction. A flight is considered delayed if it departs or arrives 15 minutes later than the scheduled time. Therefore, in this research, further analytics can be done on the amount of time-of-flight delay in assessing customer satisfaction. 

Keywords: Customer satisfaction, Flight delay, Regression analysis, Sentiment analysis

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