Abstract
Customer satisfaction is an important term in business as well as marketing as it surely indicates how well the customer expectations have been met with by the product or the service. Thus a good prediction model for customer satisfaction can help any organization make better decisions with respect to its services and work in a more informed matter to improvise on the same. The problem considered in this study is optimization of customer satisfaction for the customers of San Francisco International Airport. This paper adopts three classification models Naive Bayes, MultiClass Classifier, K-Star and IBK as potential classifiers for prediction of customer satisfaction. The customer satisfaction depends on various factors. The factors which we consider are the user ratings for artwork and exhibitions, restaurants, variety stores, concessions, signage, directions inside SFO, information booths near baggage claim and departure, Wi-Fi, parking facilities, walkways, air train and an overall rating for the airport services. The ratings are obtained from a detailed customer survey conducted by the mentioned airport in 2015. The original survey focused on questions including airlines, destination airport, delays of flights, conveyance to and from the airport, security/immigration etc. but our study focuses on the previously mentioned questions. Graphs are plotted for actual and predicted values and compared to find the least amount of deviation from the actual values. The model which shows least deviation from actual values is considered optimal for the above mentioned problem.
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Roy, S.S., Kaul, D., Roy, R., Barna, C., Mehta, S., Misra, A. (2018). Prediction of Customer Satisfaction Using Naive Bayes, MultiClass Classifier, K-Star and IBK. In: Balas, V., Jain, L., Balas, M. (eds) Soft Computing Applications. SOFA 2016. Advances in Intelligent Systems and Computing, vol 634. Springer, Cham. https://doi.org/10.1007/978-3-319-62524-9_12
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