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Neural Network in Aircraft Customer Satisfaction Prediction
- 1 Lehigh University
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Abstract
The aviation service market has become increasingly competitive in recent years, and airlines are constantly seeking new ways to attract more customers and improve their market share. One effective method of assessing customer satisfaction is through evaluating the quality of airline services. In this paper, the target is to explore the influence of various airline services to customer satisfaction. The study identified four key service types that have a significant impact on customer satisfaction. These include Wi-Fi service, online boarding pass printing service, business class customer service, and personal travel customer service. Improving the quality of these services or lowering their price may result in higher satisfaction evaluations, thus attracting more customers and increasing market share. The study found that improving the quality of services for business class customers can have a significant impact on satisfaction levels. For personal travel customers, offering specific promotions or service upgrades can lead to higher satisfaction evaluations. Additionally, for all types of customers, offering high-quality economy class services can significantly reduce negative evaluations and increase the likelihood of repeat business. Overall, the findings suggest that airlines should focus on improving the quality of these key service types to attract more customers and improve their market share. By offering high-quality services at a reasonable price, airlines can enhance their reputation and build a loyal customer base, leading to long-term success in the competitive aviation industry.
Keywords
aviation service, customer satisfaction, neural network
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Cite this article
Du,W. (2023). Neural Network in Aircraft Customer Satisfaction Prediction. Advances in Economics, Management and Political Sciences,38,19-29.
Data availability
The datasets used and/or analyzed during the current study will be available from the authors upon reasonable request.
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Volume title: Proceedings of the 7th International Conference on Economic Management and Green Development
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