Naive Bayes and KNN for Airline Passenger Satisfaction Classification: Comparative Analysis

Abstract

Air transportation is vital due to technological advancements and globalization. It is affordable and accessible worldwide, providing efficient services to reach destinations globally. This discussion focuses on full-service airlines that offer online-based services. Previous research indicates that available facilities and services influence passenger satisfaction. Previous research on customer satisfaction showed a correlation between satisfaction and services without accurate figures. In the present study, the customer satisfaction figure is measured using the Naive Bayes and K-Nearest Neighbour (K-NN) algorithm to obtain a tested level of accuracy. In this analysis, we will compare the effectiveness of Naive Bayes and K-NN algorithms in classifying airline passenger satisfaction. The results show that the accuracy of the Naive Bayes method of the two algorithms is higher than the K-NN method. The accuracy value of the Naive Bayes method is 84.48%, while the accuracy value of the K-NN method is 65.38%. From the test results, the precision value for Naive Bayes is 82.25%, and K-NN is 67.35%. Furthermore, the recall value for Naive Bayes is 82.43%, and K-NN is 74.33%.