BUSINESS ANALYTICS REPORT

TITLE: DISSATISFIED FLIGHT CUSTOMERS

SUBMITTED TO: SUBMITTED BY:

Professor Manit Mishra Jasaswinee panda (19pgdm-bhu30)

Neha kumari (19pgdm-bhu042)

Pratyush Kumar Rath

(19pgdmbhu047)

Saurabh Nair (19pgdm-bhu059)

 Shirshendu Adhikari (19pgdm-bhu062)

Shivani Singh (19pgdm-bhu064)

OBJECTIVE
To find the dissatisfied customer using the cart method.

SOURCE OF THE DATA:

Secondary Source: www.kaggle.com
Data Used: Customer feedback on flight service

TECHNIQUES USED:
Classification tree:- Output variable is categorical and independent variables are a mixture of
categorical and continuous

ANALYSIS
DESCRIPTION OF VARIABLES
Dependent Variable
Satisfaction
Independent Variable
Categorical
 Gender
 Customer type
 Type of Travel
 Class
Continuous
 Age
 Flight distance
 Inflight WIFI service
 Departure/Arrival time convenient
 Ease of Online booking
 Gate location
 Food and drink
 Online boarding
 Seat comfort
 Inflight entertainment
 On-board service
 Leg room service
 Baggage handling
  Check-in service
 Inflight service
 Cleanliness
 Departure Delay in Minutes

Full tree

Analysis
 In online boarding less than 3.5 and inflight WIFI service is less than 0.5 then the
customer is satisfied
 If online boarding less than 3.5 and inflight WIFI service is more than 3.5 then the
customer is dissatisfied.
 If online boarding less than 3.5 and inflight WIFI service is more than 0.5 but less
than 3.5 then personal class dissatisfied.
 If online boarding less than 3.5 and inflight WIFI service is greater than 0.5 and less
than 3.5 and the inflight is less then or greater to 3.5 then the customer is dissatisfied.
 If online boarding is greater than 3.5 and for business traveller and if inflight less
than 0.5 customer is dissatisfied.
 If online boarding is greater than 3.5 and for business traveller and in flight
entertainment is greater than 3.5 and if customer is loyal the customer is satisfied.
  If online boarding is greater than 3.5 and for personal traveller if inflight WIFI service
is less than 4.5 then customer is dissatisfied.
 If online boarding is greater than 3.5 and for personal traveller if inflight WIFI service
is greater then 4.5 then customer is satisfied.

Best Prune

Analysis
 If online boarding is less than 3.5 and if inflight is less than 0.5 then the customer is
satisfied
 If online boarding is less than 3.5and if inflight is greater than 0.5 then the customer is
dissatisfied
 If online boarding is greater than 3.5 and traveler is business traveler then the
customer is satisfied
 If online boarding is greater than 3.5 and the traveler is personal traveler and the
inflight service is less than 4.5 then the customer is dissatisfied
  If online boarding is greater than 3.5 and the traveler is personal traveler and the
inflight service is greater than 4.5 then the customer is satisfied

Lift chart

Analysis
  The customer is dissatisfied and it is predicted to be dissatisfied– then blue line goes up.
 If it is predicted that customer is dissatisfied but in reality the customer is satisfied- blue
line goes parallel to the red line.
 If the customer is satisfied and is pridected to be dissatisfied- the ble
 Here the calculated lift will be 7500/4500=1.67

DECILE

If we use the model for the top 10%the accuracy will be 1.6% more than the original model
Hence if we have to target number of dissatisfied customer we will go with top 50% as after
that the probability falls below 1 which is equal to any random model.
ANALYSIS:
 97.76 % no of cases belonging to the success class (unsatisfied customers) predicted
correctly.
  65.5% no of cases belonging to the failure category (satisfied customer) that have
been predicted correctly.
 The probability of correctly predicting an observation belonging to success
class(unsatisfied customer) if it is randomly picked up is 0.78.

FINDINGS
Based on the analysis we found that majority of the customers are dissatisfied because of
major independent variables which are inflight WIFI service and inflight entertainment
considered and ease of online boarding by the software.

RECOMMENDATIONS
 There is a need to improve the inflight WIFI service

 There is a need to improve the inflight entertainment

 The ease of online boarding to be improved as well