Abstract
Dissatisfaction with the services provided causes customer loss and
customer churn in airline companies. Analytics conducted in assessing customer
satisfaction in airline companies and their analytical methods are reviewed to identify
the analysis's strengths, weaknesses, and gaps. Data analytics on assessing customer
satisfaction have been conducted on facilities and services provided, price, service
quality, reviews of customers, and flight catering. However, this research indicates that
only a few in-depth studies consider flight delays as a critical factor influencing
customer satisfaction. A flight is considered delayed if it departs or arrives 15 minutes
later than the scheduled time. Therefore, in this research, further analytics can be done
on the amount of time-of-flight delay in assessing customer satisfaction.
Keywords: Customer satisfaction, Flight delay, Regression analysis, Sentiment analysis
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