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    Passenger Satisfaction Prediction: Asaaju Babatunde

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    Tunde Asaaju
    The document discusses predicting passenger satisfaction for an airline using marketing survey data. It summarizes that the survey of over 90,000 passengers showed average satisfaction responses. Key features that could impact satisfaction were identified, including online support, customer type, travel class, gender, age, departure/arrival times, travel type, seat comfort, flight distance, and amenities. An analytics framework was proposed to build and evaluate predictive models using the data. Random forest modeling achieved 95% accuracy. The top 10 important features for prediction were identified. Recommendations included improving data collection and understanding which features most impact satisfaction to innovate services.

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    Passenger Satisfaction Prediction: Asaaju Babatunde

    Uploaded by

    Tunde Asaaju
    411 views10 pages
    The document discusses predicting passenger satisfaction for an airline using marketing survey data. It summarizes that the survey of over 90,000 passengers showed average satisfaction responses. Key features that could impact satisfaction were identified, including online support, customer type, travel class, gender, age, departure/arrival times, travel type, seat comfort, flight distance, and amenities. An analytics framework was proposed to build and evaluate predictive models using the data. Random forest modeling achieved 95% accuracy. The top 10 important features for prediction were identified. Recommendations included improving data collection and understanding which features most impact satisfaction to innovate services.

    Original Title

    Capstone Project -Final Presentation

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    The document discusses predicting passenger satisfaction for an airline using marketing survey data. It summarizes that the survey of over 90,000 passengers showed average satisfaction responses. Key features that could impact satisfaction were identified, including online support, customer type, travel class, gender, age, departure/arrival times, travel type, seat comfort, flight distance, and amenities. An analytics framework was proposed to build and evaluate predictive models using the data. Random forest modeling achieved 95% accuracy. The top 10 important features for prediction were identified. Recommendations included improving data collection and understanding which features most impact satisfaction to innovate services.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    411 views10 pages

    Passenger Satisfaction Prediction: Asaaju Babatunde

    Uploaded by

    Tunde Asaaju
    The document discusses predicting passenger satisfaction for an airline using marketing survey data. It summarizes that the survey of over 90,000 passengers showed average satisfaction responses. Key features that could impact satisfaction were identified, including online support, customer type, travel class, gender, age, departure/arrival times, travel type, seat comfort, flight distance, and amenities. An analytics framework was proposed to build and evaluate predictive models using the data. Random forest modeling achieved 95% accuracy. The top 10 important features for prediction were identified. Recommendations included improving data collection and understanding which features most impact satisfaction to innovate services.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 10

    1

    PASSENGER SATISFACTION
    PREDICTION

    A S A A J U B A B AT U N D E
    2

    PRESENTATION OBJECTIVE

    The main aim of this presentation is to explore marketing survey DATA


    on customer satisfaction for business sustainable growth and
    profitability.
    3

    STATEMENT OF THE PROBLEM


    The airline industry like every other business is faced with opportunities (high traffic due to
    increase in demand) as well as challenges from competition. And all players in the industry are
    required to continuously innovating in quality of services and technology enhancement to stay
    in business.

    However, the marketing survey feedback of about 90,917 passengers on service


    SATISFACTION is about average response rate.

    60

    50

    40

    Rate
    30

    20

    10

    0
    Satisfaction Dissatisfaction or Neutral
    4

    POSSIBLE CONTRIBUTING FEATURES

    Online Support Customer Type Class Gender Age

    Departure/Arrival
    Travel Type Seat Comfort Flight Distance Legroom Service
    Convenient

    Departure Inflight
    Cleanliness Inflight Wifi Food and Drink
    Delay-time Entertainment

    Arrival
    Check-In Services Gate Location Baggage Handling On-board Service
    Delay-time

    Ease of Online
    Online Boarding
    Booking
    5

    ANALYTICS FRAMEWORK

    4
    3
    2
    1 STEP 03
    STEP 04
    DEPLOYMENT.
    STEP 02 Model Building
    STEP 01 Data & Evaluation
    Understanding Preparation
    the data
    6

    INSIGHTS

    Does the data collected represent the problem to be


    What additional work required to make the data more useful?
    solved? YES
    • Correlation exists between Arrival & Departure Delay-time
    • 90,917rows and 24 columns
    • Outliers and Missing Value Treatments
    • 4 variables with outliers
    • Splitting the data into training and testing data
    • 42,075 Missing Values
    Understanding the data Data Pre-processing

    In what way can the data be visualized to get the


    answer required? “Can the model be put into practice? YES
    • All the variables are statistically significant • 95% Sensitivity
    • Supervised Learning Algorithms • 95% Accuracy
    • Best Model: Random Forest
    Deployment
    Model Building Evaluation
    7

    10 TOP IMPORTANT FEATURES


    M e a n D e c r e a s e A c c u r a c y

    Departure
    Baggage /Arrival Time
    Handling Convenient
    Ease of Online Food and Drink
    Online Support Booking
    Customer Type Travel Type Check-in Services

    Seat Comfort In-Flight Entertainment


    8
    RECOMMENDATIONS

     The survey research method (quantitative) used requires improvement for


    flexibility and simplicity to avoid recording large missing values in future.

     It is imperative for the airline management to understand which features or


    parameters play important role in swaying passengers’ feedback positively.

     The airline management needs to innovate in both procedural and technological


    services since almost all the features are statistically significant.
    9

    CREATIVE SOLUTIONS

    Mobile APP Online Booking & Check-In 24/7 Online Support Customer Services

    Acquire Modern Aircraft with Decent


    Ergonomics Inflight Video Stream Entertainment

    Anti-tamper Baggage Tagging


    Nutritious food and drink

    Improved Time Management


    Staff Training on Online Support
    10

    THANK YOU

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