Enhancing Customer Satisfaction in the Airline Industry: A Case Study of Delta Airlines

Abstract

Customer satisfaction plays an increasingly important role as it drives customer loyalty, fosters positive brand image, and provides a competitive advantage. Airlines that prioritize customer satisfaction are better positioned to thrive in a highly competitive market, attract and retain customers, and achieve long-term success. This paper focuses on enhancing customer satisfaction in the airline industry, with a specific case study of Delta Airlines. The study utilizes sentiment analysis techniques to analyze customer reviews from Skytrax and conducts a comprehensive SWOT analysis. Based on the analysis, targeted suggestions are provided to Delta, including leveraging technology to reduce the negative impact of delays, establishing uniform service standards, broadening global networks and partnerships, committing to sustainability and ESG initiatives, and ensuring quick responses to policy changes. However, the study acknowledges limitations such as reliance on a single data platform, the subjective nature of sentiment analysis, and the oversimplification inherent in SWOT analysis.In all, this study helps Delta to improve its customer satisfaction and contributes an research example to explore customer satisfaction in the airline industry.