(MEF Üniversitesi, Fen Bilimleri Enstitüsü, 2019) Danışman, Efehan; Küçükaydın, Hande
According to different studies, retaining existing customers is five or more times more costly than acquiring new ones. This study aim to understand what customers expect from an airline using machine techniques. Dataset is scraped from Skytrax’s Airline Quality website and consists of 65947 observations with 17 columns consisting of one free format column that includes customer review. In order to do predict whether a customer recommends an airline or not, we try to utilize classification and regression algorithms. In addition to insights, this study also aims to compare the performance of the models and viability of using only free text in order to predict customer satisfaction.