Optimize Airline Service Policy Based on Airline Passenger Satisfaction Data Analysis

Abstract

As the preferred means of transportation for long-distance travel after the epidemic, whether an airline can stand out among its peers is deeply related to whether it can satisfy passengers, and the service quality of an airline can significantly affect passenger satisfaction. In this paper, random Forest is applied to judge the correlation between satisfaction and different service factors, and several factors that have the most significant impact on satisfaction are selected. The results show that the influence degree of Online. boarding, Inflight. wifi. service is significantly higher than other factors. Then, Legroom service, Inflight entertainment, departure-arrival time convenience, and Seat comfort are four factors with significant influence. Therefore, this paper believes that airlines should provide convenient online registration, rich flight entertainment activities, and comfortable seat space to improve passenger satisfaction under the premise of ensuring that their costs do not change much. In this way, airlines can greatly improve their competitiveness to attract and retain more loyal passengers.