Predicting the Satisfaction or Dissatisfaction of Airline Passengers by Applying the Logistic Regression Model and Using Passenger Survey Data

Nowadays, the close competition of airline companies in attracting passengers has made it very important for planners and policymakers in this field to investigate the psychological issues and the differences in the passengers' views. Different airline companies seek to examine the ideals and values of passengers in order to identify their strengths and weaknesses in order to maintain their position in the competitive market or promote it with correct and accurate planning. In this study, various factors affecting satisfaction from the passengers' point of view are examined using survey data and logistic regression modeling. The factors examined in this study include characteristics such as age and gender, loyalty to the airline, and the level of satisfaction with the quality of various services such as food and internet services, baggage handling services, and online ticket booking. In addition, the effect of variables related to each flight, such as distance and delays, are also investigated on passenger satisfaction. The modeling results of this research show the importance and significance of the variables of type of travel (personal or business), type of passenger (loyal or not loyal to the company), class of travel (Eco or Eco Plus or business), the level of satisfaction with baggage handling and the level of satisfaction with the boarding process. This study has shown the high sensitivity of passengers to the process of getting on the plane and also to baggage handling.