Analysis of Airline Passenger Satisfaction Using the Rough Set Method

Authors

  • Alisa Putri Amanda Nasution STIKOM Tunas Bangsa
  • Auralia Izmi STIKOM Tunas Bangsa
  • Aprillya Zahra Iswandy Lubis STIKOM Tunas Bangsa
  • Haya Atiqah Tampubolon STIKOM Tunas Bangsa
  • Victor Asido Elyakim P STIKOM Tunas Bangsa

DOI:

https://doi.org/10.55123/jomlai.v4i3.5946

Keywords:

Customer Satisfaction , Airlines , Rough Set, Data Analysis, Service Quality

Abstract

This study analyzes airline passenger satisfaction using the Rough Set method, an effective approach in handling complex data without requiring additional information such as probability. The main factors influencing customer satisfaction are identified based on data collected through questionnaires and analyzed using the attribute reduction method. The results show that flight punctuality, cabin crew service quality, and flight class type have a significant influence on customer satisfaction. From the survey results, 72% of respondents stated that they were satisfied, 18% were quite satisfied, and 10% were dissatisfied, with dissatisfaction generally related to flight delays and lack of comfortable facilities. The application of the Rough Set method has been proven to be able to identify passenger satisfaction patterns more accurately, so that it can be used by airlines to improve their service strategies.

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Published

2025-09-15

How to Cite

Alisa Putri Amanda Nasution, Auralia Izmi, Aprillya Zahra Iswandy Lubis, Haya Atiqah Tampubolon, & Victor Asido Elyakim P. (2025). Analysis of Airline Passenger Satisfaction Using the Rough Set Method. JOMLAI: Journal of Machine Learning and Artificial Intelligence, 4(3), 157–160. https://doi.org/10.55123/jomlai.v4i3.5946

Issue

Vol. 4 No. 3 (2025): September 2025

Section

Articles

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Copyright (c) 2025 Alisa Putri Amanda Nasution, Auralia Izmi, Aprillya Zahra Iswandy Lubis, Haya Atiqah Tampubolon, Victor Asido Elyakim P

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