Enhancing Airline Customer Satisfaction: A Machine Learning and Causal Analysis Approach
It addresses customer retention and revenue growth for airlines, but is incremental as it applies existing methods to a specific domain.
This study tackled the problem of improving customer satisfaction in the airline industry by analyzing the impact of service improvements, particularly in the online boarding pass experience, and found that digital enhancements significantly elevate overall satisfaction.
This study explores the enhancement of customer satisfaction in the airline industry, a critical factor for retaining customers and building brand reputation, which are vital for revenue growth. Utilizing a combination of machine learning and causal inference methods, we examine the specific impact of service improvements on customer satisfaction, with a focus on the online boarding pass experience. Through detailed data analysis involving several predictive and causal models, we demonstrate that improvements in the digital aspects of customer service significantly elevate overall customer satisfaction. This paper highlights how airlines can strategically leverage these insights to make data-driven decisions that enhance customer experiences and, consequently, their market competitiveness.