Improving Quality through Customer Feedback Analysis - Insights from Airline Reviews

The increasing availability of customer generated data in the airline sector underscores the strategic importance of Customer Feedback Analysis for extracting insights and supporting decision-making processes. For sectors strongly linked to the customers perception of service quality, it is fundamental to understand evolving passenger expectations to remain competitive, and effectively interpret user reviews which play a key role. This thesis focuses on evaluating airline customer satisfaction by leveraging review data collected over a nine-year period, from 2015 to 2023. The main goal of the project was to develop a dashboard using Power BI in order to provide a clear picture of the type of traveller, identify the key factors influencing variations in the overall rating of the airline, highlighting temporal patterns, but also deriving useful insights to improve the service considering different dimensions, such as routes and aircraft types. Using Power BI as the primary Business Intelligence tool, the project involved preprocessing, analyzing, and visualizing user review data. A dashboard was developed to support exploratory analysis and a detailed study of each satisfaction dimension. The dashboard enabled a deeper understanding of passenger perceptions and, in a real life situation, this type of dashboards can provide airline managers with a practical tool for monitoring performance and identifying weaknesses. Future developments proposed in this work include dynamic route categorization and aircraft family grouping to further enhance analytical capabilities. In conclusion, this thesis demonstrates how advanced Customer Feedback Analysis can transform the way of reviewing data. The interactive dashboard created, offers a comprehensive and accessible view of passenger satisfaction trends, helping airlines make informed and timely decisions.