AIRLINES' CUSTOMER

SATISFACTION
QUME - Group
9
 About Dataset
150 records of customer feedback travelling
through an airline that constitutes of two types of
travel- Business and Personal.
Attri butes i ncl uded- di stance travel l ed, cl ass, age,
gender, passenger loyalty etc.
Constitutes of two subsets- Business travel and
Personal travel
 Significance
The main purpose of this dataset is to predict whether a future
customer would be satisfied with their service given the details of the
other parameters' values.
Identify parameters that greatly influence the customer satisfaction
level and how these parameters are inter-related to each other to
generate higher satisfaction.
Future developments that airlines can take into consideration with
respect to age of the customer and distance travelled.
Processes that have been used for data analysis are descriptive
analysis, predictive analysis and ANOVA.
 About the Business
Travel
Analysing the customer base

The gender ratio The ratio between loyal Majority of the customers fall
between males and and disloyal customers is in the range of 20-60 age
females is 9:11 9:16 group
 3 TYPES OF
BUSINESSCLASSES :
ECO CLASS ECO PLUS
CLASS CLASS

Out of 75 customers Out of 75 customers - 6

Out of 75 customers -
19 travelled in travelled in business
50 travelled in
business class, class, covering
business class,
covering maximum covering distance (mean =
distance, (mean = distance(mean = 403.66)
1491.14) 681.05) Total distance
Total distance Total distance covered: 2422
covered: 74557 covered: 12940
https://docs.google.com/spreadsheets/d/1fYtvS0EByoDMNkH9aJEWWr
_i4IF9hVnH/edit#gid=433808404
Parameters
i n f l u e n c i n g customer
ratings
Flight Distance
Inflight wifi service
Ease of Online
booking Gate location
Food and drink
Online boarding
Inflight entertainment
On-board service
 Understanding the different parameters

Majority of customers Majority of customers comprising 25 % of t ot al consumers rat ed

comprising of 28% of total of 23% of total awarded "4" inflight services between "2" -"3"
awarded "4" rating to on- rating to departure/arrival time rating. This parameter wasn't
board services. convenience. rated as high as onboard
services and departure/arrival
time convenience.
21% of total customers Majority of customers comprising Majority of customers comprising
awarded rating between "2" - of 28% of total awarded "4" of 31% of total awarded "4"
"3" to ease of online booking. rating to seat comfort. rating to inflight entertainment.
 20% of the total customers
Majority of the customers, 28% of total customers, formingg
rated online booking services
about 21% awarded a very poor a majority rated gate location
between "3" - "5", indicating
rating to food and drink services as "3", indicating that
that the services provided are
services gate location services provided
above average and caters to
,indicating that the quality to them was on an average level.
customer satisfaction.
was not upto the mark.
 TYP ES OF
CUSTOMERS :
NOTE : 1 NOTE : 2
Loyal Disloyal
customers customers
were most were not
satisfied by : satisfied by :
On-board Seat comfort
service Food and
Inflight drink Inflight
entertainment wifi service.
Seat comfort Inflight
entertainment

https://docs.google.com/spreadsheets/d/1fYtvS0EBy
oDMNkH9aJEWWr_i4IF9hVnH/edit#gid=433808404
DESCRIPTIVE ANALYSIS :

Average rating of MANAGERIAL

Loyal Customers > ACTIONS :
As a manager, one need
Average ratings of to
understand what are the
Disloyal Customers. parameters
because of which customers are
To understand the reason
we performed not happy or what is the scope
descriptive analysis of of
improvement looking at those
both the customer base ratings .
seperately to
understand it better.
Various factors could
effectively be :
AGE, Distance , Personal
requirement
 CORRELATION: Link to the
correlation
spreadsheet
The correlation coefficient is a https://docs.google.com/sprea
value that indicates the strength of dsheets/d/1fYtvS0EByoDMNk
the relationship between
variables. H9aJEWWr_i4IF9hVnH/edit#gi
-1: Perfect negative d=1434571875
correlation.
NOTE : 1 The variables tend to
move in opposite directions
AGE VS 0: No correlation. The
variables do not have a
INDIVIDUAL relationship with each other.
RATINGS 1: Perfect positive
correlation.
FLIGHT DISTANCE VS
INDIVIDUAL
RATINGS INGROUP

Stati st ical An al ys i s
The above correlation result tells us that age and
flight distance are linked with each of the
parameters.
There is no perfect positive correlation in this case.
The highest positive correlation in case of age and
flight distance v/s the other parameters are found in
"Seat Comfort" and "Inflight Entertainment""
respectively.
The lowest positive correlation in case of age and
flight distance v/s the other parameters are found in
"Food and Drink" and "Ease of Online Booking"
respectively.
Man ag eri al Inferences
In "Age v/s Parameters", we can infer
that with an increase in age group,
seat comfort becomes the first
priority for every customer. In order
to cater to maximum customer
satisfaction, the airline industry
should focus first on giving adequate
seat preferences and also provide
quality food and drink services.
In "Flight Distance v/s Parameters",
we can infer that with an increase in
flight distance, customers give more
priority to inflight entertainment
services to keep themselves engaged
during their journey.
The airline industry should also ease
the process of online booking when it
comes to booking tickets online for a
long-distance travel. This will
certainly attract more potential

Used one-way ANOVA for three or
more groups of data, to gain
information about the
relationship between the
dependent and independent
variables.
ANOV
A
no relationship between
the subjects in each
sample.
The different groups/levels
must have equal sample sizes.
dependent variable is normally
distributed
The ANOVA F value can tell if there
is a significant difference between
the levels of the independent
variable, when p < .0 5. So, a higher
F value indicates that the
treatment variables are
 ANALYSI
1. f S >f critcal value,
value
reject null hypothesis .
This
also means that the
parameters ratings are
2. Usingnotpaired comparison
really linked.
we found that customers
(3.60>1.95)
MANAGERIAL DESCISION : were most satisfied with
To increase the customer satisfaction for people onboard
travelling in business class airline need to work
service Inflight
on their Inflight wifi service.
Ease of online booking and departure arrival entertainment, Seat
time convention comfort ,Online
 About the Personal Travel
A n a l y s i n g the customer base

The gender ratio between males Youths and Middle aged people
and females is 9:11 are frequent flyers
 3 TYPES OF
BUSINESS
CLASS
CLASSES : ECO
CLASS
ECO PLUS
CLASS

Out of 75 customers - 6 Out of 75 customers - 62 Out of 75 customers - 7

travelled in Business traveled in Eco class,
class, covering distance
travelled in Eco-Plus
covering a maximum class, covering
of 3060 km (mean = 510 distance of 56190 km
km ) distance of 4679 km
(mean = 906.29 km )
(mean = 582.71km )
 Understanding the different parameters

Majority of customers Majority of customers 37 % of total consumers rated

comprising of 35% of total comprising of 42% of total inflight wifi services between
awarded "4" rating to on- awarded "5" rating to "1" - "2" rating. This indicates
board services. departure/arrival time that they were dissatisfied
convenience. with the same.
 Understanding the different parameters

52% of total customers Majority of customers Majority of customers

awarded rating between "1" - comprising of 50% of total comprising of 46% of total
"2" to ease of online booking. awarded "4"-"5" rating to seat awarded "4"-"5" rating to
comfort. inflight entertainment.
Understanding the different parameters

57% of the total customers

Majority of the customers, 41% of total customers,
rated online booking services
about 37% awarded a very formingg a majority rated gate
between "3" - "5", indicating
poor rating to food and drink location services as "3",
that the services provided are
services indicating that gate location
above average and caters to
,indicating that the quality services provided to them was
customer satisfaction.
was not upto the mark. on an average level.
 TYPES OF
CUSTOMERS :
NOTE : 1 NOTE : 2
Loyal Though
customers Customers
were most were not very
satisfied by : satisfied by
On-board Ease of Online
service
Booking
Departure/
&
Arrival Time
In-flight
Inflight
entertainment Wifi
Seat comfort Services
Food and drink But they stayed
htt loyal to the
ps://docs.google.com/spreadsheets/d/1WTTzJDmDqWVOfE

St at is tical An al ys i s
The above correlation result tells us that age and flight
distance are linked with each of the parameters.
There is no perfect positive correlation in this case.
The highest positive correlation in case of age and
flight distance v/s the other parameters are found in
"Online Boarding" and "Gate Location" respectively.
The lowest positive correlation in case of age and
flight
distance v/s the other parameters are found in "On
board Service" and "Seat Comfort" respectively.
Man ag eri al Inferences
In "Age v/s Parameters", we can infer
that with an increase in age group, Onli
ne Boarding is provided well for every c
ustomer. In order to cater to maximize
customer satisfaction, the airline
industry can focus on giving advance ch
eck-in services via internet with good
ease of use and quick response time.
In "Flight Distance v/s Parameters", we
can infer that with an increase in flight
distance, customers need Seat Comfort
better in respect to seat design,
Cushioning and legroom for more distance
and the airlines should focus and prioritize
it immediately.
The airline industry should also ease the
process of on-board service when it
comes to hospitality for a good
experience. This will help meet specific
and unique customer needs.
Understanding Ag e groups' preferences
We can observe that the mid-senior age group followed by the
adult group travels more distance. We may infer that people
around 50-55 yrs travel for vacations or voyages or professional,
business trips.
Students or New incumbents belonging to 18-26 yr generally
travel around their home, college and job location.
The Airlines should try to improve on In-flight WIFI service as it
has
got the lowest rating among all age groups
We also observe that older people tend to get satisfied more
with the services of the airlines than younger generation who
expect more features and improved services
Furthermore departure/arrival timings are convenient for
people to
Thank You!