3.2 Customer Satisfaction Survey Data from Airline Company

This data set is from a customer satisfaction survey for three airline companies. There are N=1000 respondents and 15 questions. The market researcher asked respondents to recall the experience with different airline companies and assign a score (1-9) to each airline company for all the 15 questions. The higher the score, the more satisfied the customer to the specific item. The 15 questions are of 4 types (the variable names are in the parentheses):

  • How satisfied are you with our______?
  1. Ticketing
    • Ease of making reservation(Easy_Reservation)
    • Availability of preferred seats(Preferred_Seats)
    • Variety of flight options(Flight_Options)
    • Ticket prices(Ticket_Prices)
  2. Aircraft
    • Seat comfort(Seat_Comfort)
    • Roominess of seat area(Seat_Roominess)
    • Availability of Overhead(Overhead_Storage)
    • Cleanliness of aircraft(Clean_Aircraft)
  3. Service
    • Courtesy of flight attendant(Courtesy)
    • Friendliness(Friendliness)
    • Helpfulness(Helpfulness)
    • Food and drinks(Service)
  4. General
    • Overall satisfaction(Satisfaction)
    • Purchase again(Fly_Again)
    • Willingness to recommend(Recommend)

Now check the data frame we have:

## 'data.frame':    3000 obs. of  17 variables:
##  $ Easy_Reservation: int  6 5 6 5 4 5 6 4 ...
##  $ Preferred_Seats : int  5 7 6 6 5 6 6 6 ...
##  $ Flight_Options  : int  4 7 5 5 3 4 6 3 ...
##  $ Ticket_Prices   : int  5 6 6 5 6 5 5 5 ...
##  $ Seat_Comfort    : int  5 6 7 7 6 6 6 4 ...
##  $ Seat_Roominess  : int  7 8 6 8 7 8 6 5 ...
##  $ Overhead_Storage: int  5 5 7 6 5 4 4 4 ...
##  $ Clean_Aircraft  : int  7 6 7 7 7 7 6 4 ...
##  $ Courtesy        : int  5 6 6 4 2 5 5 4 ...
##  $ Friendliness    : int  4 6 6 6 3 4 5 5 ...
##  $ Helpfulness     : int  6 5 6 4 4 5 5 4 ...
##  $ Service         : int  6 5 6 5 3 5 5 5 ...
##  $ Satisfaction    : int  6 7 7 5 4 6 5 5 ...
##  $ Fly_Again       : int  6 6 6 7 4 5 3 4 ...
##  $ Recommend       : int  3 6 5 5 4 5 6 5 ...
##  $ ID              : int  1 2 3 4 5 6 7 8 ...
##  $ Airline         : Factor w/ 3 levels "AirlineCo.1",..: 1 1 1 1 1 1 1 1 ...

Refer to Appendix for the simulation code.