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______?
- Ticketing
- Ease of making reservation（Easy_Reservation）
- Availability of preferred seats（Preferred_Seats）
- Variety of flight options（Flight_Options）
- Ticket prices（Ticket_Prices）
- Aircraft
- Seat comfort（Seat_Comfort）
- Roominess of seat area（Seat_Roominess）
- Availability of Overhead（Overhead_Storage）
- Cleanliness of aircraft（Clean_Aircraft）
- Service
- Courtesy of flight attendant（Courtesy）
- Friendliness（Friendliness）
- Helpfulness（Helpfulness）
- Food and drinks（Service）
- 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 : chr "AirlineCo.1" "AirlineCo.1" "AirlineCo.1" ...Refer to Appendix for the simulation code.