The adverse impact of flight delays on passenger satisfaction: An innovative prediction model utilizing wide & deep learning

Cen Song, Xiaoqian Ma, Catherine Ardizzone and Jun Zhuang

Journal of Air Transport Management, 2024, vol. 114, issue C

Abstract: This article addresses the substantial negative influence of flight delays on passenger satisfaction and aims to bridge the research gap in understanding passenger satisfaction during delayed flights. We present a passenger satisfaction prediction model leveraging a real dataset from Kaggle. Through an examination of the interplay between individual in-flight services and passenger characteristics using the Pearson correlation coefficient and PCA-K-means clustering methods, we introduce a novel satisfaction prediction model built upon the deep learning Wide & Deep algorithm. Additionally, we employ the DeepLIFT algorithm to interpret the deep learning model and elucidate the salient features impacting passenger satisfaction, as revealed through feature importance analysis. Our findings demonstrate that the prediction model outperforms benchmark models such as MLP, SVM, and Random Forest, achieving higher accuracy. This study contributes to an enhanced comprehension of the multifaceted factors influencing passenger satisfaction following flight delays, and it offers valuable insights and recommendations for the enhancement of service quality among airline companies.

Keywords: Flight delay; Feature interaction; Passenger satisfaction prediction; Wide & deep model; Interpretability analysis (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699723001540
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:114:y:2024:i:c:s0969699723001540

DOI: 10.1016/j.jairtraman.2023.102511

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().