DATASET: JAPAN AIRLINES PASSENGER SURVEY SATISFACTION(2019)

PYTHON ORIENTED DATA/WRANGLING

CAPESTONE PROJECT -II

THE WAY I PITCH

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SCENERIO: In 2019, Skytrax Ranking for World’s Best Airline was conducted where JAL(Japan AirLines) stands at 11^th place. According to AB-Road Research Center of Japan which focuses on ranking of 40 most Japanese Airlines, less than 35% of passengers of JAL are satisfied for service by Cabin crew. More than 20% passengers are satisfied for service by ground crew of JAL. JAL stands at 8^th place for World’s Best Cabin Crew in 2019 however, For best airport services, JAL stands at 3^rd place. In a nut shell, JAL has been ranked in top 10 best airlines back in 2019. Why not in top 5?

�PROBLEM STATEMENT: In data set, Passengers are being loyal but yet they are unsatisfied and satisfied from the services provided to them. Factors comparing LOYAL PASSENGER –SATISFACTION/DISSATISFACTION RATE

Passenger Satisfaction is a short-term goal and passenger loyalty is a long term goal for a company.

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DIAGNOSTIC ANALYSIS ON FACTORS

• PRIMARY STAKE HOLDER: Customer Service Team and Board Members of Airlines.
• ANALYSIS: Diagnostic Analysis on Factors behind Loyal Passenger- Satisfaction/Dissatisfaction reviews.

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FLIGHT CLASS(DISSATISFIED)

• Loyal dissatisfied passengers are not satisfied with ” ECO” class of Airline. Above 35000!

FLIGHT CLASS(SATISFIED)

• Loyal passengers are satisfied by ‘Business’ class which is a good insight and a positive takeaway for the airline.

DEPARTURE/ARRIVAL DELAYS(DISSATISFIED)

Arrival delays in minutes are maximum where flight distance is 1000 in miles

Departure delays in minutes are more where flight distance is in 1000 miles than 5000 miles where it should supposed to be high!

DEPARTURE/ARRIVAL DELAYS(SATISFIED)

Loyal Passengers who are satisfied are also having issues with Arrival Delays mostly at 1000 miles flight distance

Satisfied loyal passengers are also encountering issue of more departure delays at 1000 miles flight distance

COMPARISION OF ONLINE BOOKING,ON-BOARD SERVICE WITH FLIGHT CLASS(DISSATISFIED)

• Most of the dissatisfied loyal passengers rated On-board service ‘3’ almost who have rated ‘Online booking’ lowest with respect to each flight class! Most of them rated on-board service ‘3.09’(lowest) on average who are flying for Business class and even not satisfied by ‘Online Booking’ as compare to other flight classes.

COMPARISION OF LOWEST ONLINE BOOKING WITH FLIGHT CLASS(SATISFIED)

• Most of the satisfied loyal passengers rated On-board service ‘3’ almost who have rated ‘Online booking’ lowest with respect to each flight class! Most of them rated on-board service ‘3.07’ (lowest) on average who are flying for Eco plus class and even not satisfied by ‘Online Booking’ as compare to other flight classes.

SEAT DISCOMFORT(DISSATISFIED)

• Female loyal dissatisfied passengers of Age between 20-40 has rated 0-3 with ‘0’ being non-applicable and ‘5’ being highest rating to Seat Comfort Whereas 40-60 age people has rated ‘5’ being highest to seat comfort which indicates that youngsters are dissatisfied with Seat comfortness such that youngsters are supposed to be thoroughly observant!

SEAT DISCOMFORT(SATISFIED)

• Female loyal satisfied passengers of Age between 20-40 has rated ‘5’ to Seat Comfort where ‘5’ being highest rating. Whereas most of the 40-60 age people has rated ‘1’ and ‘5’ to seat comfort which shows mixed response in this age band however this age people need more seat comfort and we have received mix ratings in it so Seat Comfort has been issue in both satisfied and dissatisfied loyal passengers!

SEAT COMFORT IN EACH FLIGHT CLASS(DISSATISFIED)

• Dissatisfied loyal passengers are satisfied with Seat Comfort of ‘Business’ and ‘Eco’ flight class which further disclose the satisfaction towards ‘Business’ class.

SEAT COMFORT IN EACH FLIGHT CLASS(SATISFIED)

• Satisfed loyal passengers are not satisfied by Seat comfort of ‘Eco’ and ‘Eco Plus’ class which discloses why ‘ECO’ Flight class is dissatisfied by loyal dissatisfied ones!

BAGGAGE HANDLING AND CHECKIN SERVICE(DISSATISFIED)

• By comparing, ‘Baggage Handling’ has rated great in respective of ‘Check in service’. ‘3’ is the rating ruling in ‘Check in service’ whereas ‘5’ is ruling in ‘Baggage handling’ which means dissatisfied loyal passengers are ‘satisfactory’ with ‘Check in’ service. ‘Check in service’ needs to get a think tank for improvement.

BAGGAGE HANDLING AND CHECKIN SERVICE(SATISFIED)

• By comparing, ‘Baggage Handling’ has rated great in respective of ‘Check in service’. ‘3’ is the rating ruling in ‘Check in service’ whereas ‘5’ is ruling in ‘Baggage handling’ which means satisfied loyal passengers are ‘satisfactory’ with ‘Check in’ service. ‘Check in service’ needs to get a think tank for improvement.

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INFLIGHT ENTERTAINMENT WITH LEGROOM SERVICE(DISSATISFIED)

• By comparing Inflight entertainment with legroom service, ‘2’-’3’ is most common ratings in both services and ‘5’ being lowest in both by dissatisfied loyal passengers which clearly needs a different approach to look after these services.

INFLIGHT ENTERTAINMENT WITH LEGROOM SERVICE(SATISFIED)

• By comparing Inflight entertainment with legroom service, ‘4’-’5’ is most common ratings in both services and ‘1’ being lowest rated in both by satisfied loyal passengers which clearly shows satisfaction towards both of these services.

GATE LOCATION WITH ONLINE-BOARDING SERVICE(DISSATISFIED)

• Dissatisfied loyal passengers are not satisfied with Online boarding service because maximum have opted almost ‘3’ rating in it where as passengers have rated ‘Gate Location’ finely.

GATE LOCATION WITH ONLINE-BOARDING SERVICE(SATISFIED)

• Satisfied loyal passengers are satisfied with Online boarding service because maximum have opted above ‘4’ rating in it where as passengers have rated ‘Gate Location’ finely

INFLIGHT WIFI SERVICE INCONVENIENCE

• Depending upon loyal and disloyal passengers, both have rated ‘Inflight wifi service’ ‘2-3’ and rated ‘5’ with less density. Hence Inflight wifi service needs to get improved as well. This must be fixed!

DEPARTURE/ARRIVAL TIME CONVENIENCE(DISSATISFIED)

• Most of the loyal dissatisfied passengers rated “Convenience of Departure/Arrival time” ‘0’ which means that they are highly dissatisfied by Arrival/Departure issues and convenience.

DEPARTURE/ARRIVAL TIME CONVENIENCE(SATISFIED)

• Most of the loyal satisfied passengers rated “Convenience of Departure/Arrival time” ‘2’ which means that they are ‘satisfactory’ by Arrival/Departure time convenience. Hence Departure/Arrival time setting must get scheduled again by Flight Operational team.

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FOOD AND DRINKING SERVICE (DISSATISFIED)

• ‘Food and Drink’ service mostly has been rated ‘2’,’3’ by loyal dissatisfied passengers which also raise a factor of dissatisfaction among loyal passengers. Hence Food and Drink service standards should be elevated in order to ignore any chaos in the flight and airport and service should meet the expectations of passengers!

FOOD AND DRINKING SERVICE (SATISFIED)

• Food and Drink’ service mostly has been rated ‘4’,’5’ by loyal satisfied passengers which shows their satisfaction towards ‘Food and Drink’ service of airline hence this creates discrepancy among satisfied and dissatisfied loyal passengers review in food.

RECOMMENDATIONS

MAJOR TAKEAWAYS!

• ‘ECO’ Flight class standards must alleviate whereas ‘Business’ class standards are highly appreciated.
• Departure Delays and Arrival Delays w.r.t Flight Distances have always been a problem with satisfied and dissatisfied passengers. This needs to be fixed!
• Baggage handling has been rated great which is a positive insight for airline.
• Inflight wifi service must be fixed since it has been rated ‘2’ or ‘3’
• Departure/Arrival time convenience has been rated badly by both satisfied/dissatisfied passengers. Flight Operational team needs to ponder in this regard!

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• As far as the other services are concerned, JAL has failed to be consistent with the services provided to passengers due to which satisfied and dissatisfied passengers have rated services with way different ratings according to satisfaction.

It is said to be: Japan Airlines has the World's Best Economy Class with the Best Economy Class Airline Seat. But they failed to do so. Consistency lag them behind!

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• ANA, Competitor of JAL is known for maintaining best safety measures and winning trust by being consistent with their services and strengths which is “safety and trust”. Consistency is a major factor lacking!

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THANKYOU

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