Passenger Satisfaction Analysis
Passenger Satisfaction Analysis to Identify Service Improvement Priorities in the Airline Industry
By Akmal Zuhdy Prasetya
Bootcamp Data Analytics & Business Intelligence Batch 19+
dibimbing.id
April, 2026
Contents
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02
03
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05
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Dataset Overview
Dataset Acquisition & Profiling
Analysis Method
Business Problem Identification & Analytical Method
Data Preparation
Data Cleaning & Feature Engineering
EDA
Data Analysis & Insights
Business Insight Summary
Key Business Insights
Business Recommendation
Data-driven Recommendations
Dataset Overview
01
Dataset Acquisition & Profiling
Dataset Acquisition
Detail Airline Passenger Satisfaction Dataset
Memiliki konteks bisnis yang relevan dalam industri penerbangan.
Dataset Profiling
Komponen | Hasil |
Rows | 103.904 |
Columns (Variables) | 25 |
Missing Values | 310 (Arrival Delay) |
Duplicates | 0 |
Data Types | Numerical & Categorical |
Analysis Method
02
Business Problem Identification & Analytical Approach
Business Problem
How can airlines identify the service attributes that most influence satisfaction across different passenger segments to improve service investment decisions?
Business Objectives
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02
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Identify key satisfaction drivers
Compare passenger segments
Prioritize service improvements
Analytical Approach
Descriptive Analysis
Melihat distribusi kepuasan, profil penumpang, dan pola layanan.
Comparative Analysis
Membandingkan business vs personal traveler serta economy vs business class.
Correlation Analysis
Menilai hubungan service rating ↔ satisfaction serta delay ↔ dissatisfaction.
Data Preparation
03
Data Cleaning & Feature Engineering
Missing Value Handling
Missing values pada arrival delay diimputasi menggunakan median untuk menjaga robustness terhadap outlier dan distribusi yang skewed.
Feature Engineering
Delay Category
Kategorikan Delay menjadi No Delay, Minor, dan Major.
Service Score
Agregasi dari beberapa atribut layanan.
Segmentation
Penggabungan tipe perjalanan dan kelas.
EDA
04
Data Analysis & Insights
Satisfaction Overview
Recorded Passengers
Total passengers analyzed: 103,904
Satisfaction (%)
43% of passengers are satisfied and 57% are neutral or dissatisfied
Average Service Score
Average rating score of all service type is 3.21
Customer Satisfaction Varies Significantly Across Segments
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Business travelers in business class show the highest satisfaction level
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Personal travelers in business segments show the lowest satisfaction
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Significant variation indicates different customer expectations across segments
Travel Type and Class Strongly Influence Satisfaction
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Business travelers tend to have higher satisfaction than personal travelers
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Business class passengers show significantly higher satisfaction than economy class
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Travel type and class are key differentiators in customer experience
Service Quality Strongly Influences Customer Satisfaction
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Higher service ratings are associated with higher satisfaction
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Key service attributes with strong impact include: Inflight entertainment, Cleanliness, and Online boarding.
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Indicates that service quality plays a critical role in shaping customer experience
Different Customer Segments Value Different Services
01
Business travelers show strong differences in service ratings between satisfied and dissatisfied groups
02
Personal travelers show relatively small differences across service attributes
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Indicates varying sensitivity to service quality across segments
Flight Delays Affect Satisfaction, But Are Not the Primary Driver
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Increased delay is associated with lower satisfaction
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However, the impact is smaller compared to service quality and class differences
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Delay contributes to dissatisfaction but is not the dominant factor
BUSINESS INSIGHT SUMMARY
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Key Business Insights
Key Business Insights
Segment-Driven Satisfaction
Service as a Primary Driver
Low Sensitivity in Personal Segment
Customer satisfaction is highly dependent on passenger segment, with significant gaps across travel type and class
Service quality is a strong driver of satisfaction, particularly for business travelers
Personal travelers show relatively low sensitivity to service improvements
Key Business Insights
Different Needs Across Segments
Delay as a Secondary Factor
Service attributes do not have equal impact across segments, indicating different customer priorities
Flight delays negatively affect satisfaction but are not the primary determinant
BUSINESS RECOMMENDATION
06
Data-driven Recommendations
Prioritize High-Impact Segments
Leverage High-Satisfaction Business Segment
Address Low-Satisfaction Economy Segments
Business travel - Business shows the highest satisfaction (~72%), indicating strong response to service quality. Maintain and enhance premium experience to retain high-value customers
Personal Travel - Eco and Eco Plus show extremely low satisfaction (<20%). Target these segments for improvement to reduce dissatisfaction at scale
Focus on High-Impact Service Attributes
Prioritize Inflight entertainment, Cleanliness, and Online boarding
Differentiate Secondary Services
These attributes show the largest rating gap (~0.8–0.9) between satisfied and dissatisfied customers. Improving these areas is most likely to increase satisfaction.
Attributes such as food and wifi show smaller or segment-specific impact. Optimize rather than heavily invest across all segments.
Apply Segment-Specific Service Strategy
Enhance Service Quality for Business Travelers
Re-evaluate Strategy for Personal Travelers
Strong rating gaps across all service attributes indicate high sensitivity. Service improvements will directly increase satisfaction.
Minimal rating differences and observed inconsistencies suggest service is not the primary driver. Investigate alternative factors (e.g., pricing, expectations, travel purpose)
Improve Operational Reliability Strategically
Reduce Major Delays to Prevent Dissatisfaction
Balance Operational vs Service Investment
Satisfaction drops from ~47% (no delay) to ~35% (major delay). Delay reduction helps prevent negative experiences.
Delay impact exists but is smaller than service and segment factors. Prioritize service improvements while maintaining operational efficiency.
Thanks!