Author: Ng Zheng Jue, Tan Hong Guan, Ong Ming Jie
- This is a project developed in undergraduate Year 3 - Semester 1 in the course (Statistical Learning).
- This repository consists of solving data science problems on Kaggle Airline Passenger Satisfaction Dataset by performing data visualization, feature extraction and factor analysis.
- The primary outcome of this project is identifying key features and factors linked to satisfaction score improvement, enabling the airline to enhance customer satisfaction with minimal effort.
- The repository consists
- 1 Jupyter notebook file that contains code about pre-processing the airline services satisfaction data, choose the most relavant features from it, and perform factor analysis to find the factor of the features.
- The detail explanation of the each of the methods used and analyzed result can be found in the Report.pdf. In the report, we also involve the possible naming of each of the factors based on the features assigned to it and ranking the importance of each feature using Random Forest to help the airline services to prioritize the improvement on those factors.
The airline industry continues to remain as one of the most competitive industries. All airlines provide the same core service: to transport passengers around the world via air transport. To differentiate themselves from the rest, each airline must have their own unique selling point to attract new and existing customers. In our paper, the services provided by the airline, both general services and in-flight services will be focused. Using a dataset obtained from Kaggle, consisting of 129,880 customer responses, this study aims to analyse and prioritise various observable variables related to in-flight and general services. Then, by performing factor analysis on the variables, airlines can gain insights into which aspects of in-flight services they should prioritize to enhance customer satisfaction. The goal is to provide airlines with valuable information that can help them improve their services, increase customer satisfaction with minimum effort, and ultimately boost profits. This research seeks to contribute to the airline industry's understanding of the factors that influence customer satisfaction and provide recommendations for airlines to improve their in-flight services. Through this, airlines can establish a competitive edge in this competitive market.