The Research of Influence Factors that Contribute to the Airplane Passengers Satisfaction

Abstract

This paper examines the factors that most significantly influence airline passenger satisfaction using a Binary Probit Regression model. The study uses comprehensive data from over 120,000 international airline passengers, focusing on 10 key factors: age, flight distance, departure delay, arrival delay, ease of online booking, check-in service, online boarding, gate location, on-board service, and baggage handling. The research fills gaps in previous studies that were either too limited in scope or overlooked certain potential factors influencing passenger satisfaction. Findings reveal a significant relationship between passenger satisfaction and flight distance, arrival delay, online booking and boarding, check-in and onboard service, and baggage handling. No correlation is found with age, departure delay, and gate location. The paper emphasizes the importance of digital transition, front-line services, and operational reliability. It achieves an overall prediction accuracy of 85.39%, reflecting a robust model. Despite this, it suggests continual refinement of the model with a more comprehensive dataset for deeper insights into passenger satisfaction dynamics. The outcomes offer airlines valuable knowledge to enhance service quality and establish long-lasting relationships with passengers.