COMPARISON OF CLASSIFICATION ALGORITHM IN CLASSIFYING AIRLINE PASSENGER SATISFACTION

Abstract

In order to revive the airline industry, which is being hit by the current recession, it is essential to restore passenger confidence in airlines by improving the services provided by airlines. With the influence of technology in all industrial fields, airlines can now use Machine Learning to find the essential points that can make passengers feel satisfied with airline services and classify passenger satisfaction. This study presents the making of Machine Learning models starting from Data Acquisition, Data Cleaning, Exploratory Data Analysis, Preprocessing, and Model Building. It is concluded that Random Forest is the best algorithm used in this case study, with an F1 accuracy score of 89.4, ROC-AUC score of 0.90, and a shorter modeling period than other algorithms used in this study.