CUSTOMER-SATISFACTION ANALYSIS AT SAN FRANCISCO INTERNATIONAL AIRPORT
Keywords:
Satisfaction analysis, multiple regression, Stepwise regression, San international airport, Survey dataAbstract
In this paper, we seek to find the drivers of overall satisfaction at San Francisco International airport (SFO). Our analysis is based on a sample of over 3,000 customers at SFO who were surveyed in mid-2013. We use stepwise linear multiple regression to determine which variables, and at what levels, are significant predictors of overall satisfaction. We find that several variables are impactful, and for the majority of variables, not surprisingly, it is the extreme ratings on the scale (Unacceptable on one end, Outstanding on the other end) that make a difference.
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