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All Journal Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) Jurnal Informatika Ekonomi Bisnis The Indonesian Journal of Computer Science
Oetama, Raymond
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Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering

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Journal : Jurnal Informatika Ekonomi Bisnis

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Analysis of Airline Passenger Satisfaction Using Decision Tree and Naïve Bayes Algorithms Suprapto, Devita Sertivia; Oetama, Raymond
Jurnal Informatika Ekonomi Bisnis Vol. 5, No. 4 (December 2023)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v5i4.728

Abstract

In the dynamic landscape of airline services, comprehending the intricacies that mold customer satisfaction is paramount to elevating overall service quality. This study aspires to dissect these pivotal elements, contributing nuanced insights that can propel the enhancement of customer satisfaction within the industry. A multifaceted investigation encompasses analyzing demographic data, exploring underlying factors significantly shaping passenger satisfaction, and identifying the most adept model for forecasting imminent passenger satisfaction outcomes. A model was meticulously crafted by leveraging a decision tree algorithm to discern the substantial variables influencing passenger satisfaction. Simultaneously, the Naïve Bayes algorithm was harnessed to prognosticate forthcoming passenger satisfaction. The findings underscore the diverse facets of the flying experience impacting satisfaction, with both ctree and rpart decision tree algorithms spotlighting critical factors, such as online boarding, inflight entertainment, WiFi service, class, and travel type. The Naïve Bayes algorithm demonstrates around 87% accuracy in predicting passenger satisfaction, underscoring its efficacy in discerning patterns within this complex realm.
Co-Authors Buana, I Gusti Agung Ayu Made Bidari Bening Limanauw, Giany Caroline Theresia Romersono, Jansi Kamasi Ramantha Suprapto, Devita Sertivia