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Tesi etd-01242019-154012

Type of thesis
Master univ. II liv.
Author
LOLINI, EDOARDO
URN
etd-01242019-154012
Title
Experience in Customer Experience. Data mining applications in an airline company.
Structure
Istituto di Scienze della Vita
Course
Master in Management, Innovazione e Ingegneria dei Servizi
Committee
relatore Prof.ssa MONREALE, ANNA
Tutor DIMITROV, ROSSEN
Keywords
  • Airline Industry
  • Clustering
  • Customer Experience
  • Customer Journey
  • Data Mining
  • k-means
  • Machine Learning
  • R
  • Sentiment Analysis
  • Service Management
  • Text Mining
  • Touch Points
  • Web Scraping
Exam session start date
;
Availability
completa
Abstract
In this script I will present the results of my project work in an airline company. After a short overview on the company’s history, fleet, and network, I will report the main theoretical framework on Customer Experience, customer journey, and touch points management, related to the airline industry. It emerges that nowadays exist some interesting trends for improving Customer Experience in the sector and, in my work, I will explore two possible applications of the one that, in my opinion, present the most interesting perspectives. In the work that follow, I will report the principal results of two Data Mining applications which can help the company to manage Customer Experience and Operations. In the first one I have performed a web scraping on TripAdvisor reviews related to the company and the sentiment analysis on such reviews; in the second one I have performed a clustering analysis on flights in term of in-flight catering service.<br>
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