Group 8

Name Roll Number

Shimon P Silvester 19BM63004
Arjun B Vinod 19BM63083
Garima Agarwal 19BM63110
Uday Shankar 19BM63121
Vishnu Prasanth R 19BM63129
John Kurian 19BM63139
Akhil A 19BM63143

1. What matters to airline customers?

All the independent variables considered in the model have a significant p-value.

The type of cabin flown matters most to the customer. In this regard, the First-Class customers have
given a good overall rating followed by the Economy and Business Class customers.

Apart from the cabin flown, the customer also seeks a value for money.
We have also done ordered logistic regression to find how the unit change in ratings of different
independent variables impact the overall rating of the customer.

The t-value greater than + or – 2 implies that the value associated with the change in rating is
significant.

The value for money rating 5 has a value of 2.70187. This implies that if the value for money rating
changes from 0 to 5, then the overall rating increases by 2.70187 units.
2. How the importance of various aspects changes with the origin country of the
person?

We have considered top 5 different countries based on review count for our analysis.

We have noticed that the value for money is the most important aspect across all countries. By
comparing the value of this coefficient, we can easily measure the perception of the travellers from
different countries.
Australia

For the Australians, the seat comfort, cabin staffs, food and beverages, in-flight entertainment and
the value for money are all the important factors. The solo travellers are also fairly significant, but it
is observed that they have a negative experience.

The cabin staff rating the most important aspect for the Australians after the value for money.

Canada:

For the Canadians, the seat comfort, cabin staffs, food and beverages, in-flight entertainment and
the value for money are all the important factors.

The cabin staff rating the most important aspect for the Canadians after the value for money. For
every unit increase in the cabin staff rating, the overall rating of the customer increases by ~0.44
Germany:

Customers from German origin see the seat comfort and cabin staff as the most important factors.

The cabin staff rating the most important aspect for the Germans after the value for money. For
every unit increase in the cabin staff rating, the overall rating of the customer increases by ~0.74.
UK:

UK travellers are concerned about seat comfort, cabin staff, food and beverages and value for
money.
Some of the other factors that customer consider significant are inflight entertainment and cabin
flown (Business Class and Economy). Although these factors are not as important as the former, they
do have little importance.

US:

For the Americans, the seat comfort, cabin staffs, food and beverages, in-flight entertainment and
the value for money are all the important factors.
Some of the other factors that are of moderate importance are Cabin Flown (Economy) and Traveller
type (Leisure couple and Leisure family). The other factors that have the least importance but are
still significant are Cabin flown (Premium), Traveller type (Leisure solo).

Of all the above-mentioned factors, Cabin flown (Economy, Leisure) and Traveller type (Leisure
couple, Leisure family, Leisure solo) have a negative impact on the overall rating. The rest all have a
positive impact.

4. Suggest action points based on the above answers for Lufthansa.

The linear regression model gives us an idea about how various independent variables are having an
impact on the overall customer rating.

For Lufthansa, the value for money has the highest impact on the customer rating followed by the
cabin staff.
Through Descriptive Analytics, we were able to figure out that Lufthansa is doing fairly better than
the average industry standards. Being a market leader, Lufthansa can now focus on improving the
value for money rating when compared to the others as, it impacts the overall rating provided by the
customers (Check column cluster image below).