Journal of Tourism & Hospitality
Open Access
ISSN: 2167-0269
+44 1300 500008
ISSN: 2167-0269
+44 1300 500008
Department of Mathematical Sciences, University of Nevada, Las Vegas, USA
Research Article
Determinants of Customer Satisfaction at the San Francisco International Airport
Author(s): Ashok K. Singh*, Myongjee Yoo and Rohan J. Dalpatadu
This study attempts to determine the overall satisfaction factors from airline passengers at the San Francisco International Airport (SFO), using the classification method of random forest. The analysis is based on the 2014 annual survey conducted by SFO that collects data on passenger demographics and satisfaction with airport facilities and services. Results of this study indicate that some service attributes are more important than others for passengers’ overall satisfaction at SFO. Study results are expected to provide practical insights to the airport industry. This study, in addition, introduces the machine learning method of random forest to tourism research... View More»
DOI:
10.35248/2167-0269.19.8.398