Comparative analysis of classification algorithm: Random Forest, SPAARC, and MLP for airlines customer satisfaction

Abstract

The airline business is one of the businesses determined by the quality of its services. Every airline creates its best service so that customers feel satisfied and loyal to using their services. Therefore, customer satisfaction is an essential metric to measure features and services provided. By having a database on customer satisfaction, the company can utilize the data for machine learning modelling. The model generated can predict customer satisfaction by looking at the existing feature criteria and becoming a decision support system for management. This article compares machine learning between Split Point and Attribute Reduced Classifier (SPAARC), Multilayer Perceptron (MLP), and Random Fores (RF) in predicting customer satisfaction. Based on the data testing, the Random Forest algorithm provides better results with the lowest training time compared to SPAARC and MLP. It has an accuracy of 95.827%, an F-score of 0.958, and a training time of 84.53 seconds.