PASSENGER SATISFACTION IN AIR TRAVEL: A SERVICE QUALITY ASSESSMENT OF AIRLINE EXPERIENCES
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DOI:
https://doi.org/10.53555/th.v1i2.2597Keywords:
Airline service quality, passenger satisfaction, air travel, tourism and hospitality, machine learningAbstract
Satisfaction of the passengers is an important parameter for the performance of the service and will have an impact on customer retention, customer loyalty and the competitiveness of the companies. In this study, the airline service quality assessed and its relationship with passenger satisfaction is over the publicly available data set containing 129,880 passengers records. The research design used was quantitative with cross sectional research type.Secondary data analysis was used in a quantitative cross sectional research. The influence of demographic characteristics, travel attributes and service quality dimension on the satisfaction of the passengers was investigated by descriptive statistics, logistic regression and random forest classification. The results showed that the most significant factors affecting passenger satisfaction were online boarding, inflight entertainment, seat comfort, legroom, onboard service, baggage handling and inflight wi-fi. Compared to economy class and disloyal passengers, business class and loyal passengers were more satisfied. In addition, the predictive performance of the Random Forest model was better than the logistic regression model, revealing the effectiveness of the machine learning approach in predicting the quality of airline service. The study offers practical guidance for airline managers, highlighting areas that should be improved in their services; it also adds empirical validations for the fields of tourism and hospitality studies due to its combination of traditional statistical analysis and predictive modelling.
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