Key Factors Impacting Customer Satisfaction
Based on the correlation analysis, the top factors positively impacting customer satisfaction are:
- Online Boarding: The ease and efficiency of online boarding processes.
- In-flight Entertainment: Availability and quality of in-flight entertainment options.
- Seat Comfort: The comfort level of the seats.
- On-board Service: Quality of service provided by the flight crew.
- Leg Room Service: Adequacy of leg room space.
Conversely, the factors negatively impacting satisfaction include:
- Class: Lower satisfaction in certain classes compared to others.
- Type of Travel: Differences in satisfaction between business and personal travel.
This analysis highlights the importance of digital convenience, in-flight amenities, and service quality in enhancing passenger satisfaction.