Using Machine Learning for Airline Customer Satisfaction

This research proposal focuses on using machine learning to predict and improve airline customer satisfaction through feedback system analysis. It discusses the concept of machine learning, different methods of feedback used by Air Peace airline, and the challenges faced in obtaining customer feedback. The aim is to analyze the need for using machine learning in the airline industry.

Research Proposal

l壱ABSTRACT
Customer satisfaction is most necessary concept in business and it indicates the
expectations of consumers meet with service or product. Machine learning approach aids in
analyse tweets to make improvement in experience of customers. The better experience provides
positive impact on the sales and profitability of business. Aim and objectives has been defined in
proper manner. The literature review has been conducted by considering the opinions and view
points of various authors. This section helps in provide the solutions to arisen questions.
Research methodology helps in provide the better data collection methods, analysis of data and
interpret for the better understanding of topic. Conclusion is based on the overall work of
research. Researcher developed the recommendations about what need to be improve in future
and gain the better outcomes significantly.

Table of Contents
ABSTRACT.....................................................................................................................................2
INTRODUCTION...........................................................................................................................1
Overview of Research............................................................................................................1
Background of Research.........................................................................................................1
Rationale of Research.............................................................................................................1
Research Aim.........................................................................................................................2
Research Objectives...............................................................................................................2
Research Questions.................................................................................................................2
LITERATURE REVIEW................................................................................................................3
Concept of machine learning to prediction airline customer satisfaction..............................3
Different methods of feedback Air Peace airline for better customer satisfaction................3
Different challenges face by Air Peace airline while taking feedback from customers to
provide them satisfaction........................................................................................................4
RESERACH METHODOLOGY....................................................................................................5
Types of Investigation............................................................................................................5
Research philosophy...............................................................................................................5
Research design......................................................................................................................5
Research approaches...............................................................................................................6
Data collection........................................................................................................................6
Sampling.................................................................................................................................6
Ethical considerations.............................................................................................................6
REFERENCES................................................................................................................................8

Topic: Using machine learning to prediction airline customer satisfaction using feedback
system analysis.
l壱INTRODUCTION
l弐Overview of Research
Customer satisfaction is measure how the services and products are supplied through an
organisation to meet with customer expectations. It indicates fulfilment that the consumer derive
from conducting the business with firm (Höpken and et. al., 2015). It is necessary for an
organisation to satisfying the needs and demands of consumers for provide them better
experience. Under this, machine learning is an application related to artificial intelligence that
gives system ability to learn and make improvement from experience without explicitly
programmed. The main priority of company is to provide delightful experience to consumers
about selling of products or services, it is necessary for an organisation to maintain strong
relationship with consumers to expand business and gain competitive market. In order to know
about the customer satisfaction, firms have shifted top technology like machine learning.
Through this, company can get the opinions of customers through taking feedback.
l弐Background of Research
l弐 In this present era, organisations are responsible for determine the customer satisfaction
and provide them better experience to offer them high quality of products and services. The
machine learning is Artificial Intelligence application that enable the system to learn and make
improvement in experience of customers (Kim and et. al., 2018). Air Peace is private Nigerian
airline that was established in year 2013. It provides the charter and passenger services to main
cities of Nigeria and also flies to many West African destinations. Its main focus on provide the
satisfactory services to people and take feedback from them about the services offered by
airlines.
l弐Rationale of Research
l弐 This present report is taken in to consideration on using machine learning to prediction
airline customer satisfaction using feedback system analysis. It helps in provide the better
knowledge regarding customer satisfaction in airline through using machine learning. This
research helps in enhancing the knowledge and skills of consumers in a better and effective
manner. Through this, it can able to conduct research in future.
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l弐Research Aim
The aim of this research is “To analyse the need of using machine learning to prediction
airline customer satisfaction through using feedback system analysis.” A study on Air Peace.
l弐Research Objectives
l弐To understand the concept of machine learning to prediction airline customer satisfaction.
l弐To determine different methods of feedback Air Peace airline for better customer satisfaction.
l弐To determine challenges face by Air Peace while taking feedback from customers to provide
them satisfaction.
l弐Research Questions
l弐What is concept of machine learning to prediction airline customer satisfaction?
l弐What are the different methods of feedback Air Peace airline for better customer satisfaction?
l弐What are different challenges face by Air Peace while taking feedback from customers to
provide them satisfaction?
l弐
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l壱壱LITERATURE REVIEW
It is one of the most necessary part in research. It helps in provide the brief explanation
about particular area. In this, data is gathered by using the secondary method of data collection.
The different sources to collect data and information are books, articles, journals etc. There has
been opinions and viewpoints of various authors has been considered in a better manner to
getting the positive outcomes. The literature review is helpful in providing the detailed and brief
description about machine learning that helps in provide the customer satisfaction in airline
sector.
l弐Concept of machine learning to prediction airline customer satisfaction
As per view point of Himanshu Agrawal (2019) it has been stated that Machine language
is considered as Artificial Intelligence that enable the system to learn as well as improve the
experience automatically. It helps in provide the particular data to ficus on the accurate
outcomes. It provides the better opportunity to airline company to open door for elevated
marketing customization level. For the airline industry, customer experience is most important.
The machine learning is subcategory of Artificial Intelligence. An automated machine learning
permit an airline to make improvement in actionability of the customer data in quick manner and
maximise return on investment of different marketing efforts. In addition to this, machine
learning takes the touch- point of consumers, track activity in real time and also predicts better
actions which are based on the user activity.
Customer satisfaction indicated fulfilment that the consumer derive from conducting the
business activities with firm. It is degree of the satisfaction that given through services or
products of an organisation as analysed through number of the repeat consumers. It is one of the
main part of experience of consumers that exposes behaviour of supplier. It is based on how
effectively this is managed and promptly services are offered. It is a responsibility of an
organisation to satisfy the needs and wants to consumers by providing them high quality of
products according to their preferences. The machine learning helps in predicts future
requirements of user that results in cross- selling and up selling the opportunities. With the help
of learning from the past customer interactions, Machine learning is helpful for organisation to
make improvement in customer journey to the conversion through offering tight content in right
place at right time. On the other hand, machine learning is helpful in open door to the deeper
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customer insights and the valuable customers interactions. It helps in strengthen the loyalty of
consumers and also sustain them for long period of time.
l弐Different methods of feedback Air Peace airline for better customer satisfaction
On the basis of Judit Pal (2019) it has been considered that customer feedback is
information and data that provided through consumers regarding that they are satisfied or
dissatisfied with service or product of company. In this, consumer show their experience about
the products as well as services in significant manner. Their opinion helps in make improvement
in customer experience and also adjust actions ion the basis of requirements. In this, Air Peace
airline uses the different methods of taking feedback from consumers about their satisfaction
level. Different methods related to feedback mention below:
Get Feedback on Live Chat Session- Just like surveys and e-mail surveys sent after close
ticket in customer support portal, Air Peace airline company can seek the feedback after close
the live chat session. In this type of feedback, basic questions are included regarding the chat
experience was helpful or not, it is helpful in rate effectiveness of chat- support employees.
Call Your Customers Regularly- Calling the consumers is more personalised method to
seek the feedback of consumers. It is proactive methods and also generate better responses. The
main benefit of this method is to get first hand feedback directly from consumers. With the help
of this, Air Peace can able to provide take the better opinion of respondents about products and
services in an effective manner.
Provide Customer Feedback Forms on Site- Under this, Air Peace airline company can
provide the feedback forms on their site. If there is any kind of complain the consumers can
easily communicate their issues or grievances by email. In addition to this, remains of most
effective methods for generating the feedback. As better practice, forms should consists all the
relevant questions which are concerned with feedback but it should be tool long. Different
questions are included at forms with the multiple options. In order to develop the better impact,
email address for taking feedback should be visible on website.
Use Email Surveys For New Customers- It is one of better part of emails surveys is that
company can seek information on whole shopping experience from search top the shipment. It is
effective for new shoppers. In this, Air Peace airline should send this survey with in 3 to 4 days
of conformation of order. The repeat or existing consumers should not receive survey after every
buy because they may be annoyed from this. In order to take the feedback from survey, Survey
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Any place or Survey Monkey are the effective tools. It is necessary to assure that the feedback
should be appear for the consumer satisfaction. In relation to this, Air Peace airline can share the
positive feedback on its website so that consumers feel valued.
l弐Different challenges face by Air Peace airline while taking feedback from customers to
provide them satisfaction
According to opinion of Keenan Samuelson (2019), Customer feedback is one of the
most necessary factors that organisation uses to determine the satisfaction level of consumers in
an effective manner. In this modern age, when everything comes handy, consumers have less
appreciate and complex to be please. With advancement in the technology as well as information
accessibility, product quality between competing brands and the organisations are equal almost.
It is necessary for an organisation to take the feedback of consumers regarding the particular
product and service. Sometime, firm is unable to provide the services according to customers
expectation and it develops negatively on the customers mindset. In order to resolve this, there is
a need to determine the issues faced by consumers and make some changes in the existing
products on the basis of customers requirements. In this manner, it will help in satisfying the
needs and preferences of consumers in an effective manner.
Fake complains- It is one of the most significant issue that Airline company face. In this,
some of the people do the face complaints about the services and products of company. It
develops the negative impact on reputation. On the other hand, people write wrong things or
give wrong feedbacks about the services of Air Peace and through this people negatively
influence and it impacts on their satisfaction level in negative manner.
Inappropriate response- Sometimes, people do not like to give their feedbacks to
company about the services. They disappointed from the services and do not want to give their
opinion. From this kind of in appropriate response, airline can not able to provide the services in
an effective manner because it does not know about improvement area.
l弐Research gap
Research gap is research problem or question that has not answered in an appropriate
manner related to specific area. In this research, issue is related with the Using machine learning
to prediction airline customer satisfaction using feedback system analysis. There has been
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discussion about to take the feedbacks from consumers with the help of using machine learning.
The companies face the problems in taking review of consumers regarding the specific service or
product that can satisfy their needs and demands. There has been discussed about the different
challenges which faced through airline company in taking the feedback to give them better
customer satisfaction.
In order to fill the research gap, the machine learning helps in provide an ability to learn
as well as make improvement in experience. Through using this, company can able to take the
feedback from consumers and improve their experience by providing high quality of the
products. It is helpful in satisfy the demands and needs of consumers in an effective manner. It
will helps in satisfying the demands and needs of consumers in an effective manner.
l壱
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l壱RESERACH METHODOLOGY
It is explained as theoretical and systematic analysis of methods which applied to study
area. It is related with gather data and information for purpose of making the better decisions
related to business (Lantz, 2013). Different components included in the research methodology
given below:
l弐Types of Investigation
The research methods are based on types of investigative on the basis of purpose of
study. These are helpful in conduct an investigation in significant way. Qualitative and
quantitative are two different kinds of research methods (Malden and et. al., 2013).
Qualitative research method- It is scientific methods of observing to collect the non
numerical data. Data is measured in theoretical context and give the in- depth information. It
gives an insights in to issue that develop the better ideas for the quantitative investigation.
Quantitative research method- This research method is emphasize the objective
measurement and numerical analysis of the data collected by using surveys, polls, questionnaire
etc. In this, Data is measured in terms of quality or numeric context.
In order to conduct investigation, qualitative method of research has been used because it
provides theoretical information related to particular area.
l弐Research philosophy
It is concerned with the clarification of assumption related to nature as well as source of
the knowledge. In this, study is based on assumption type about world and the way of
understanding world. Interpretivism and positivism and different kinds of research philosophies.
Interpretivism research philosophy- This philosophy is related with philosophical
position of the idealism and mainly used to group together the diverse approaches consisting
social constructivism and phenomenology.
Positivism research philosophy- In this, knowledge is based on the natural phenomenon.
The information is to be derived from the sensory experience, interpreted by logic, forms
exclusive source of certain knowledge.
In this present investigation, researcher uses the interpretivism philosophy because it
considers the opinion of different authors and argues in better manner for getting valid
conclusion (Rubens and et. al., 2015).
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l弐Research design
It is defined as set of process and methods which are used to gathering as well as
analysing the measures of variables which specified in problem investigation. It is framework
that selected through an investigator to combine the different components of an investigation in
logical manner (Tao and et. al., 2018). Descriptive, experimental and exploratory are different
types of research design. In order to conduct this investigation, researcher uses the descriptive
design because it helps in provide the theoretical knowledge and an in- depth analysis for
particular area.
Descriptive Research Design: Under this, research is mainly interested in explaining
situation. It provides the theoretical description about particular area and also present the
gathered data.
Correlational Research Design: It is non- experimental research design that aids an
investigators top develop relationships among the two connected variables. Under this, two
various groups are necessary to conduct this kinds of research design.
Explanatory Research Design: Under this, thoughts of an investigator as mainly based
on personal inclination regarding particular subject.
l弐Research approaches
It is one of most necessary component of research methodology that impacts directly
choice of particular research methods. Inductive and deductive are two different types of
research approaches.
Inductive research approach- It generate description from collected data. It is related to
moving from the particular observation to wider theories.
Deductive research approach- It consists testing pre- determined hypothesis and
theories. It aids an investigators to ascertain hypothesis through using the existing theories.
In order to conduct this investigation, research uses the inductive approach because it is
based on qualitative methods and provides the detailed explanation about particular area (Wan
and Gao, 2015). This approach is related with generation of the new theory that emerging data.
l弐Data collection
Data collection is related with gathering reliable and accurate information related to
particular area. It help in collect data from various sources in order to conduct an investigation.
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Primary and secondary are two different kinds of data collection methods (Yee Liau and Pei
Tan, 2014).
Primary data collection- Under this method, data and information has been personally
gathered. It is related to the study of an investigator directly. The people conduct primary
investigation in many different ways. It explains when business conduct its own investigation
and also controls data in an effective manner. The sources of collecting primary data are
questionnaire, observation, focus groups etc.
Secondary data collection- It is based on investigation that has been conducted already
through some other person. It mainly includes gathering, synthesizing and also analysing the
previously generated data or gathered through primary method. This data collection methods is
less time consuming and less costly as comparison to primary data. The sources to collected
secondary data are articles, books, internet sources etc.
The primary methods has been used in developing questionnaire related to particular
area. On the other hand, secondary methods of data collection has been used in doing the
literature review part. It consist the arguments and contrast among different authors on particular
subject.
l弐Sampling
It is explained as principles that specified conditions as well as guides procedure of
choosing respondents from the population in order to participate study. Choice of the sampling
method identifies reliability and validity of study and accuracy of research findings. Probabilistic
and non- probabilistic are two different kinds of sampling method. Under this, random data
sampling has been used to select respondents from the probabilistic method related to particular
area (Zeydan and et. al., 2016). 30 respondents has been selected and main reason behind
selecting random sampling method is that because it helps in provide the equal chance to chosen
respondents.
l弐Ethical considerations
Ethics is concerned with the norms and values which should be considered from
performing any activity and conducting the research. It is necessary for an investigator to focus
on keep the information of respondents confidential so that they can trust on researcher. The
research topic should not harm sentiments of respondents (Zhao and et. al., 2014). On the other
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hand, investigator should avoid any kind of misconduct at the time of research process for
getting positive outcomes.
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l壱REFERENCES
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Online
Agrawal, H., 2019. How Machine Learning Can Improve Customer Service. [Online]. Available
through: <https://engineering.eckovation.com/machine-learning-can-improve-customer-
service/>.
Pal, J., 2019. How to Get Quality Customer Feedback – 20 Effective Methods. [Online].
Available through: <https://www.optimonk.com/15-ways-e-commerce-websites-get-
customer-feedback/>.
Samuelson, K., 2019. How to Tackle the 3 Main Challenges of Customer Feedback
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