Airline Passenger Satisfaction: What affects customer satisfaction?

Background

Objectives

The following objectives were established:

1. Which percentage of airline passengers are satisfied? Does it vary by customer type? What about the type of travel?
2. Does the difference in customer attributes have an impact on customer satisfaction?
3. Which factors contribute to customer satisfaction the most? What about dissatisfaction?

Methodology

1. Collection

   • Two CSV files were contained from the Data Playground of Maven Analytics.

   1. airline_passenger_satisfaction.csv The file contains 129,880 records, each representing a passenger.

   2. data_dictionary.csv The file provides descriptions of each column. The file airline_passenger_satisfaction.csv was then imported into SQL Server Management Studio 19 for data transformation.

2. Preparation

   • The data in the CSV file airline_passenger_satisfaction was imported into SQL Server through SQL Server Management Studio 19

3. Processing *Please refer to my GitHub repository for SQL scripts

   1. A database structure was designed and normalized based on the data collected.
   2. The data was cleansed by replacing missing values, such as NULLs and not applicable values, with meaningful values.
   3. Fact tables were created from the original table to display radar charts.

4. Visualization *Please refer to the attached media

   • The transformed data was imported into Power BI, and a report was designed and created to provide a visual presentation of the data.

5. Analysis

   • The analysis was conducted based on the report to gain insights into the airline passenger satisfaction scores.

Analysis

• Overall, only 43.45% of passengers expressed satisfaction with airline services, which amounts to 56,428 passengers

  • An analysis by customer type appeared that satisfaction rates among first-time customers are low, with only around 24% expressing satisfaction. In contrast, satisfaction rates among returning customers are more evenly split: roughly half are satisfied, while the other half are dissatisfied.
  • An analysis by type of travel revealed some interesting results. it was found that satisfaction rates among customers traveling for personal reasons had low satisfaction rates, with 89.87% expressing dissatisfaction. In contrast, 58.37% of customers traveling for business expressed satisfaction.

• Considerable differences in satisfaction levels were found in the categories of travel type, class, and customer type.

  • Among the different travel types, customers traveling for business showed higher satisfaction levels in all factors except for 'Departure and Arrival Time Convenience' and ''Check-in Service, compared to those traveling for personal reasons. Notably, there was a significant difference in satisfaction levels for 'Online Boarding', with an average score of 3.50 for customers traveling for business and 2.93 for those traveling for personal reasons. However, for 'Departure and Arrival Time Convenience', the balance was largely the opposite, with an average score of 3.72 for personal travel compared to 2.98 for business travel."

• Especially 'Online Boarding' and 'In-Flight WiFi Service' were found to significantly contribute to customer satisfaction

  • When the satisfaction level of 'Online Boarding' goes up by 1.25, passengers are 3.16 times more likely to be satisfied with airline services
  • When the satisfaction level of 'In-Flight Service' goes up by 1.25, passengers are 2.42 times more likely to be satisfied with airline services